If you have problems with your installation or use on our ITIL-SOA Test Dumps training guide, our 24 - hour online customer service will resolve your trouble in a timely manner. We dare say that our ITIL-SOA Test Dumps preparation quiz have enough sincerity to our customers. You can free download the demos of our ITIL-SOA Test Dumps exam questions which present the quality and the validity of the study materials and check which version to buy as well. Omgzlook Peoplecert ITIL-SOA Test Dumps questions and answers are a rare material which can help you pass you exam first time. To want to pass Peoplecert ITIL-SOA Test Dumps certification test can't be done just depend on the exam related books. Each candidate takes only a few days can attend to the ITIL-SOA Test Dumps exam.
To help you pass the ITIL-SOA Test Dumps exam is our goal.
You can free download the part of Peoplecert ITIL-SOA - ITIL Intermediate Module - Service Offerings and Agreements Test Dumps exam questions and answers Omgzlook provide as an attempt to determine the reliability of our products. Our products are just suitable for you. Our ITIL-SOA Best Study Material exam training dumps will help you master the real test and prepare well for your exam.
The training materials of Omgzlook are developed by many IT experts' continuously using their experience and knowledge to study, and the quality is very good and have very high accuracy. Once you select our Omgzlook, we can not only help you pass Peoplecert certification ITIL-SOA Test Dumps exam and consolidate their IT expertise, but also have a one-year free after-sale Update Service. Omgzlook is a website to provide a targeted training for Peoplecert certification ITIL-SOA Test Dumps exam.
We have the complete list of popular Peoplecert ITIL-SOA Test Dumps exams.
Actually, ITIL-SOA Test Dumps exam really make you anxious. You may have been suffering from the complex study materials, why not try our ITIL-SOA Test Dumps exam software of Omgzlook to ease your burden. Our IT elite finally designs the best ITIL-SOA Test Dumps exam study materials by collecting the complex questions and analyzing the focal points of the exam over years. Even so, our team still insist to be updated ceaselessly, and during one year after you purchased ITIL-SOA Test Dumps exam software, we will immediately inform you once the ITIL-SOA Test Dumps exam software has any update.
Our professional experts not only have simplified the content and grasp the key points for our customers, but also recompiled the ITIL-SOA Test Dumps preparation materials into simple language so that all of our customers can understand easily no matter which countries they are from. In such a way, you will get a leisure study experience as well as a doomed success on your coming ITIL-SOA Test Dumps exam.
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
Every version of EMC D-CI-DS-23 study materials that we provide to you has its own advantage: the PDF version has no equipment limited, which can be read anywhere; the online version can use on any electronic equipment there is network available; the software version can simulate the real EMC D-CI-DS-23 exam environment to let you have more real feeling to EMC D-CI-DS-23 real exam, besides the software version can be available installed on unlimited number devices. We highly recommend going through the IBM C1000-156 answers multiple times so you can assess your preparation for the IBM C1000-156 exam. You will get the most valid and best useful IBM C1000-168 study material with a reasonable price. EC-COUNCIL 312-40 - So you can relay on us to success and we won't let you down! Cisco 300-630 is the authentic study guides with the latest exam material which can help you solve all the difficulties in the actual test.
Updated: May 25, 2022