I would like to inform you that you are coming to a professional site engaging in providing valid ITIL-SOA Guide dumps torrent materials. We are working on R & D for IT certification many years, so that most candidates can clear exam certainly with our ITIL-SOA Guide dumps torrent. Some of them can score more than 90%. Our ITIL-SOA Guide practice materials integrating scientific research of materials, production of high quality ITIL-SOA Guide training engine and considerate after-sales services have help us won a prominent position in the field of materials. As for ourselves, we are a leading and old-established ITIL Intermediate Module - Service Offerings and Agreements firm in a very excellent position to supply the most qualified practice materials with competitive prices and efficient obtainment. Good ITIL-SOA Guide study guide will be a shortcut for you to well-directed prepare and practice efficiently, you will avoid do much useless efforts and do something interesting.
Peoplecert ITIL ITIL-SOA Do not reject learning new things.
Discount is being provided to the customer for the entire Peoplecert ITIL-SOA - ITIL Intermediate Module - Service Offerings and Agreements Guide preparation suite. It is also known to us that passing the exam is not an easy thing for many people, so a good study method is very important for a lot of people, in addition, a suitable study tool is equally important, because the good and suitable New ITIL-SOA Mock Test reference guide can help people pass the exam in a relaxed state. We are glad to introduce the New ITIL-SOA Mock Test certification dumps from our company to you.
we believe that all students who have purchased ITIL-SOA Guide practice dumps will be able to successfully pass the professional qualification exam as long as they follow the content provided by our ITIL-SOA Guide study materials, study it on a daily basis, and conduct regular self-examination through mock exams. Our ITIL-SOA Guide study materials offer you a free trial service, and you can download our trial questions bank for free. I believe that after you try ITIL-SOA Guide training engine, you will love them.
Peoplecert ITIL-SOA Guide - Just come and buy it!
The dynamic society prods us to make better. Our services on our ITIL-SOA Guide exam questions are also dependable in after-sales part with employees full of favor and genial attitude towards job. So our services around the ITIL-SOA Guide training materials are perfect considering the needs of exam candidates all-out. They bravely undertake the duties. Our staff knows our ITIL-SOA Guide study quiz play the role of panacea in the exam market which aim to bring desirable outcomes to you.
We believe if you compare our ITIL-SOA Guide training guide with the others, you will choose ours at once. Our ITIL-SOA Guide study materials have a professional attitude at the very beginning of its creation.
ITIL-SOA PDF DEMO:
QUESTION NO: 1
Scenario
A flower delivery company introduced ITIL-based service management processes 12 months ago.
One major benefit of the associated service improvement initiatives was that the service availability of the business critical on-line flower ordering IT service increased from 97% to 98.9% over the last quarter. This exceeds the service availability target of 98.5%. Last month, reports were circulated showing the availability improvement.
The service level manager is chairing a service review meeting to review the progress and report upon this achievement. The customer managers acknowledge the improvement but despite the reports of improved service availability, a major service outage occurred during the busiest week of the year when over 25% of the annual business revenue is normally earned. Although IT dealt with the outage satisfactorily, the loss of revenue and credibility in this mission critical, high-visibility trading period are serious concerns. The customer managers are concerned that the reporting does not seem to reflect this or their actual perception of the service.
Agreement is reached at the meeting to address two primary concerns:
1. Service availability targets for the mission critical periods are to be revised.
2. Amended and more representative business reports are to be produced.
Refer to the Scenario.
Which one of the following options will BEST ensure that the primary concerns related to the revision and reporting of targets are addressed?
A. Meet with the customer managers to review and document their availability requirements, ensuring that business impact and seasonal variations are taken into account. Review the monitoring and measurement mechanisms and ensure that they can measure both component and end-to-end service availability. Agree the revised service availability reporting requirements with the customer.
Agree and revise service level agreements and operational level agreements as necessary and implement any changes to the monitoring and reporting mechanisms using the change management process.
B. Review the requirements for service availability against the data collection and measurement currently provided by the IT teams. Design availability metrics and controls to report any variances at the monthly service review meetings, as well as how these variances will be addressed in the future.
Internal IT staff and a customer manager will attend the service review meetings. All changes have to be agreed in the service review meetings before any actions can be performed, thus forcing the customer to come to the meetings and reach agreement before any improvement work or change can occur.
C. Determine what information each IT team can provide regarding the collection and reporting of component availability. Implement revised mechanisms for the analysis, calculation and reporting of service availability. Ensure that event management is implemented to trigger alerts in response to availability issues. This will allow for reactive measures to be introduced so that, if services fail to meet their availability targets, proper actions can be taken to mitigate future failures.
D. Meet with the customer managers to conduct a thorough review of all services and document all revised service level requirements (SLRs), ensuring that business impact and seasonal variations are taken into account. The SLRs should be transformed into a balanced scorecard of service targets with a dashboard for reporting purposes. Mechanisms should be agreed and implemented to collect, analyze and report against the agreed service targets using the change management process. Reports should be circulated to customer managers five working days in advance of service review meetings.
Answer: A
QUESTION NO: 2
Scenario
A travel company specializes in providing complete holiday packages to meet customer requirements. There have been instances over the past year where the business has been unable to process holiday bookings due to failure of the IT services. Sales have been lost and the failure has been raised at board level. The IT director has assured the board that the situation will be rectified.
Most holiday bookings are made either by telephone via the company's call centre or through a dedicated website. Both interface with the same back-end booking-processing service. Apart from the call centre and website, the main business services map onto organizational departments and cover: marketing, finance, business operations and central administration.
After some initial investigation within the IT organization, it is clear that the intermittent failures, which were related to a lack of capacity, have occurred during exceptional peak holiday booking periods. The IT organization is not certain when or if these are going to occur in the future. Some booking periods are predictable, such as those associated with promotional offers. Other patterns are totally unpredictable as they often coincide with bad weather being experienced where customers live.
You have been asked how the activities of demand management, based on ITIL practices, can be used to address this issue.
Refer to Scenario
Which one of the following options is the BEST set of actions required to resolve the issue?
A. Identify and understand the PBA resulting from metrics of all the IT services. Ensure that the volume, frequency and location of service use is taken into account.
Gain an understanding of how the PBA relate to the use of the IT assets especially the hardware and software that may be the cause of the IT failures.
Once these activities have been completed, the PBA will be used to plan and implement sufficient capacity to meet all demand at all times.
Discuss the risks associated with failing to meet demand with capacity management and technical staff. Reach agreement on how to avoid a repeat of the IT failures caused by demand at busy periods.
B. Identify the pattern of customer enquiries for holiday bookings and the resulting volume, frequency and location of staff activity. Document these as patterns of business activity (PBA)
Gain an understanding of the different roles that are performed by staff from all business units and how these relate to the PBA for all business processes.
Use this information to identify any shortfall in capacity and create cost estimates of additional resource required to enable the IT services to meet the PBA.
Recommend that, where PBA are very predictable, investment should be made in additional resource.
Where PBA are unpredictable, the risks associated with railing to meet demand should be discussed with the business managers, and mitigation actions agreed.
C. Identify the pattern of customer enquiries for holiday bookings and the resulting volume, frequency and location of staff activity. Document these as PBA.
Gain an understanding of the different roles that are performed by the call centre staff and how these relate to the PBA for the call centre business processes.
Use this information to identify any shortfall in capacity and create cost estimates of additional resource required to enable the IT services to meet the PBA.
Discuss the risks associated with failing to meet demand with the business managers. Reach agreement on how to avoid a repeat of the IT failures caused by demand at busy periods.
D. Immediately implement demand management, document the process and allocate roles and responsibilities.
The demand manager should initiate an activity to identify and understand user profiles resulting from business use of the IT services. Code the user profiles linking them to the associated business roles.
Match the user profiles to the IT services and analyze any shortfall in capacity required to meet the business objectives. Create a business case for the additional resource required to exceed the business demand for the IT services to account for unpredictable business activity.
Work with service portfolio management and financial management to agree on the approval of the investment and initiate the project to acquire all the additional resources.
Answer: B
As we know, our products can be recognized as the most helpful and the greatest Huawei H23-211_V1.0 study engine across the globe. SAP C_S4TM_2023 - What are you waiting for? Splunk SPLK-3003 - Service is first! At the same time, as long as the user ensures that the network is stable when using our IBM C1000-181 training materials, all the operations of the learning material of can be applied perfectly. SAP C_ARCIG_2404 - We will inform you by E-mail when we have a new version.
Updated: May 25, 2022