If you know ITIL-SOA Simulator Free training materials through acquaintance introduction, then you must also know the advantages of ITIL-SOA Simulator Free. We are both perfect on the quality and the price of the ITIL-SOA Simulator Free study braindumps. If you are already determined to obtain an international certificate, you must immediately purchase our ITIL-SOA Simulator Free exam practice. Do you want to pass ITIL-SOA Simulator Free exam and get the related certification within the minimum time and effort? If you would like to give me a positive answer, you really should keep a close eye on our website since you can find the best ITIL-SOA Simulator Free study material in here--our ITIL-SOA Simulator Free training materials. We have helped millions of thousands of candidates to prepare for the ITIL-SOA Simulator Free exam and all of them have got a fruitful outcome, we believe you will be the next winner as long as you join in us! And your life will become better and better.
Peoplecert ITIL ITIL-SOA So just come and have a try!
Peoplecert ITIL ITIL-SOA Simulator Free - ITIL Intermediate Module - Service Offerings and Agreements If you get any suspicions, we offer help 24/7 with enthusiasm and patience. These ITIL-SOA Valid Exam Questions And Answers exam questions dumps are of high quality and are designed for the convenience of the candidates. These are based on the ITIL-SOA Valid Exam Questions And Answers Exam content that covers the entire syllabus.
Good practice materials like our ITIL Intermediate Module - Service Offerings and Agreements study question can educate exam candidates with the most knowledge. Do not make your decisions now will be a pity for good. It is a popular belief that only processional experts can be the leading one to do some adept job.
Peoplecert ITIL-SOA Simulator Free - Come to try and you will be satisfied!
We believe you will also competent enough to cope with demanding and professorial work with competence with the help of our ITIL-SOA Simulator Free exam braindumps. Our experts made a rigorously study of professional knowledge about this ITIL-SOA Simulator Free exam. So do not splurge time on searching for the perfect practice materials, because our ITIL-SOA Simulator Free guide materials are exactly what you need to have. Just come and buy our ITIL-SOA Simulator Free practice guide, you will be a winner!
The ITIL-SOA Simulator Free guide torrent is a tool that aimed to help every candidate to pass the exam. Our exam materials can installation and download set no limits for the amount of the computers and persons.
ITIL-SOA PDF DEMO:
QUESTION NO: 1
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
QUESTION NO: 2
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
You can find the latest version of SAP C_SAC_2402 practice guide in our website and you can practice SAP C_SAC_2402 study materials in advance correctly and assuredly. If you choose our Salesforce Marketing-Cloud-Advanced-Cross-Channel test questions as your study tool, you will be glad to study for your exam and develop self-discipline, our Salesforce Marketing-Cloud-Advanced-Cross-Channel latest question adopt diversified teaching methods, and we can sure that you will have passion to learn by our products. You can decide which one you prefer, when you made your decision and we believe your flaws will be amended and bring you favorable results even create chances with exact and accurate content of our EMC D-GAI-F-01 learning guide. Rather than insulating from the requirements of the HP HPE0-S59 real exam, our HP HPE0-S59 practice materials closely co-related with it. We will accompany you throughout the review process from the moment you buy PMI PMP-CN real exam.
Updated: May 25, 2022