if you choose to use the software version of our ITIL-SOA Test Online study guide, you will find that you can download our ITIL-SOA Test Online exam prep on more than one computer and you can practice our ITIL-SOA Test Online exam questions offline as well. We strongly believe that the software version of our ITIL-SOA Test Online study materials will be of great importance for you to prepare for the exam and all of the employees in our company wish you early success! If you prepare based on our ITIL-SOA Test Online exam simulations files, you will feel easy to clear exam once certainly. If you want to do something different and stand out, you should not only work hard but also constantly strive to improve including education qualification and career certificate. As far as we know, in the advanced development of electronic technology, lifelong learning has become more accessible, which means everyone has opportunities to achieve their own value and life dream though some ways such as the ITIL-SOA Test Online certification.
Peoplecert ITIL ITIL-SOA In fact, our aim is the same with you.
Our high-quality ITIL-SOA - ITIL Intermediate Module - Service Offerings and Agreements Test Online} learning guide help the students know how to choose suitable for their own learning method, our ITIL-SOA - ITIL Intermediate Module - Service Offerings and Agreements Test Online study materials are a very good option. More importantly, it is evident to all that the Reliable ITIL-SOA Exam Collection Pdf training materials from our company have a high quality, and we can make sure that the quality of our products will be higher than other study materials in the market. If you want to pass the Reliable ITIL-SOA Exam Collection Pdf exam and get the related certification in the shortest time, choosing the Reliable ITIL-SOA Exam Collection Pdf training materials from our company will be in the best interests of all people.
All the preparation material reflects latest updates in ITIL-SOA Test Online certification exam pattern. You may now download the ITIL-SOA Test Online PDF documents in your smart devices and lug it along with you. You can effortlessly yield the printouts of ITIL-SOA Test Online exam study material as well, PDF files make it extremely simple for you to switch to any topics with a click.
Peoplecert ITIL-SOA Test Online - Life is a long journey.
We know making progress and getting the certificate of ITIL-SOA Test Online study materials will be a matter of course with the most professional experts in command of the newest and the most accurate knowledge in it. Our ITIL Intermediate Module - Service Offerings and Agreements exam prep has taken up a large part of market. with decided quality to judge from customers' perspective, If you choose the right ITIL-SOA Test Online practice braindumps, it will be a wise decision. Our behavior has been strictly ethical and responsible to you, which is trust worthy.
This is the result of our efforts and the best gift to the user. And it is also proved and tested the quality of our ITIL-SOA Test Online training engine is excellent.
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
SAP C_S4CFI_2402 - The Omgzlook’ Peoplecert Testing Engine provides an expert help and it is an exclusive offer for those who spend most of their time in searching relevant content in the books. The company is preparing for the test candidates to prepare the Cisco 820-605 exam guide professional brand, designed to be the most effective and easiest way to help users through their want to get the test Cisco 820-605 certification and obtain the relevant certification. IBM C1000-065 - Just a small amount of money, but you can harvest colossal success with potential bright future. Do this, therefore, our IBM C1000-101-KR question guide has become the industry well-known brands, but even so, we have never stopped the pace of progress, we have been constantly updated the IBM C1000-101-KR real study dumps. The product we provide with you is compiled by professionals elaborately and boosts varied versions which aimed to help you learn the Cisco 300-710 study materials by the method which is convenient for you.
Updated: May 25, 2022