Answer ALL questions in this part.

This part contains eight questions that require short answers requiring no more

than a few sentences, or one or two short paragraphs. Each question in Part $1$ is

worth $5$ marks.

This scenario is to be used for both of the Part $1$ service management questions:

question numbers $1$ and $2.$

A company manages its large number of desktop and laptop computers remotely,

ensuring that all required updates are installed on time, all the company$$s

standard software is installed and licenced, all data is backed up$,$ and the general

health and performance of the devices are monitored. To ensure security, all

work$-$related user data, including files and documents, are stored primarily in the

cloud, and files are downloaded to the devices only when needed.

During a particular month, there have been two quality updates for the operating

system used on the PCs$,$ for which a predefined deployment plan is used; and an

urgent $$patch$$ is found to be needed for the company laptops, to ensure they

remain secure$.$ Since the company$$s laptops are held in a $$pool$,$ and allocated

to whoever needs one when they are travelling, the company management is

considering enhancing data security by requiring all working files and data to be

held only on the cloud storage and never stored on the laptop local storage. This

is despite the current performance of the cloud storage platform, which seems to

be working for only about $70\%$ of the time.

a$)$ From the scenario, identify one example of each kind of change defined in

ITIL: standard, normal, and emergency.

$(3$ marks$)$

b$)$ Identify two key differences between standard and normal changes, stating

why they make it appropriate to define change models for standard

changes, but not for normal changes.

$(2$ marks$)$

When using their laptops, staff are usually travelling, typically by train. Once the

decision has been made that they can no longer download files and data from the

cloud onto the laptops before they travel, they must access files and data via

somewhat unreliable mobile broadband. In fact, on a moving train, the mobile

broadband is often available for less than $50\%$ of the time.

a$)$ By considering the proportion of time that the cloud storage is working, and

the intermittent nature of the mobile broadband service, estimate the

proportion of time that stored files can actually be accessed by staff

members on a moving train.

$(2$ marks$)$

b$)$ Indicate whether this is an issue of availability or IT service continuity or

both, giving reasons for your answer.

$(3$ marks$)$