Scenario
An IT services company provides IT services to many customers. The company has grown rapidly over the last three years and has recognized the need to implement service management processes to ensure that they continue to provide services that meet their customer's needs. A service management implementation project was set up a year ago and most processes are now in place including service level management and service catalogue management. In addition a business relationship manager has been allocated.
An opportunity has arisen to engage a new customer, which could lead to a very large contract. Contact has been made with the potential customer and a meeting arranged. This will be the first time that these processes have been used to engage a new customer and the IT service manager wishes to make sure that all concerned are clear of their roles.
Refer to Scenario
Which one of the following options CORRECTLY assigns the responsibilities to the service level manager, service catalogue manager and the business relationship manager?
Responsibilities:

• A. Service catalogue manager - 1, 7
  Service level manager - 3, 4, 6, 8, 10
  Business relationship manager- 2, 5, 9
• B. Service catalogue manager - 3, 7, 8, 9
  Service level manager - 1, 2, 4
  Business relationship manager- 5, 6, 10
• C. Service catalogue manager - 1, 8
  Service level manager - 2, 3, 5, 9
  Business relationship manager- 4, 6, 7, 10
• D. Service catalogue manager - 1, 8, 9
  Service level manager - 2, 3, 5, 7, 10
  Business relationship manager- 4, 6

A major international company owns shopping malls in many countries. They are responsible for the security, safety and comfort of shoppers visiting the stores in the mall and the facilities management of the locations. The company relies on IT services provided by its IT division. The IT division consists of a corporate IT department at the company's headquarters and a local IT team at each mall. The IT division obtains IT services and products from over 100 different suppliers globally.
The management of suppliers within the IT division is currently performed by the local IT teams in each country, often by the most appropriate technical manager. This has resulted in inconsistent processes and levels of service across the countries.
The management team realizes that this is an ineffective use of IT resources and will have an impact on the future growth of the company. They are currently reviewing the situation and wish to develop supplier management processes that are more closely aligned to ITIL practices. The management team recently conducted a survey of all of the local IT teams within the different countries to collect details about the number and type of contracts and suppliers.
The IT division has developed and implemented many other ITIL processes over the last two years, which has led to significant improvements. The management team would like to build on this success and develop and implement a supplier management process. You have recently joined the corporate IT department and have been given the results of the survey carried out by the management team.
Refer to Scenario
Which one of the following options is the BEST sequence of activities to adopt in order to implement a supplier management process and to bring the current situation under control?

• A. 1. Define and agree a supplier policy.
  2. Design and develop a supplier management process.
  3. Use the results of the survey to categorize each supplier to determine the type of relationship required.
  4. Establish and populate a SCMIS from the survey feedback.
  5. Agree which individuals in the corporate IT department and local IT teams are accountable for the management of each supplier.
  6. Deploy the process in all countries and conduct a program of awareness and training.
  7. Identify where there are duplicate or multiple contracts in place with suppliers and instigate an initiative to review these with the relevant suppliers.
• B. 1. Design and develop a supplier management process.
  2. Define and agree a supplier policy.
  3. Use the results of the survey to categorize each supplier to determine the type of relationship required.
  4. Establish and populate a supplier and contract management information system (SCMIS) from the survey feedback.
  5. Deploy the process in the corporate IT department as a pilot.
  6. Agree which individuals in the corporate IT department and local IT teams are accountable for the management of each contract and supplier.
  7. Deploy the process in the remaining countries and conduct a program of awareness and training.
• C. 1. Carry out a further review of the suppliers used by each store in each country.
  2. Establish and populate the SCMIS from the results of the exercise.
  3. Design and develop a supplier management process.
  4. Define and agree a supplier policy.
  5. Appoint a supplier manager from the corporate IT department to manage all contracts and all suppliers.
  6. Deploy the process in all countries and conduct a program of awareness and training.
  7. Renew all contracts to try to obtain better terms and conditions.
• D. 1. Define and agree a supplier policy.
  2. Agree which individuals in the corporate IT department and local IT teams are accountable for the management of each supplier.
  3. Use the results of the survey to categorize each supplier to determine the type of relationship required.
  4. Establish and populate a SCMIS from the survey feedback.
  5. Design and develop a supplier management process.
  6. Deploy the process in all countries and conduct a program of awareness and training.
  7. Work with the service level manager to ensure that all contracts correctly underpin service level agreements.