Our service staff will help you solve the problem about the ITIL-SOA Exam Dumps Free training materials with the most professional knowledge and enthusiasm. We believe that can completely dispel your worries on ITIL-SOA Exam Dumps Free exam braindumps. So please feel free to contact us if you have any trouble on our ITIL-SOA Exam Dumps Free practice questions. Once the pay is done, our customers will receive an e-mail from our company. There is a linkage given by our e-mail, and people can begin their study right away after they have registered in. First of all, if you are not sure about the ITIL-SOA Exam Dumps Free exam, the online service will find the most accurate and all-sided information for you, so that you can know what is going on about all about the exam and make your decision to buy ITIL-SOA Exam Dumps Free study guide or not.
Peoplecert ITIL ITIL-SOA So you can have wide choices.
Peoplecert ITIL ITIL-SOA Exam Dumps Free - ITIL Intermediate Module - Service Offerings and Agreements With high quality training materials by Omgzlook provided, you will certainly pass the exam. We believe that our study materials will have the ability to help all people pass their Online ITIL-SOA Test exam and get the related exam in the near future. Our company have the higher class operation system than other companies, so we can assure you that you can start to prepare for the Online ITIL-SOA Test exam with our study materials in the shortest time.
Then you no longer need to worry about being fired by your boss. The society has an abundance of capable people and there is a keen competition. Don't you feel a lot of pressure? No matter how high your qualifications, it does not mean your strength forever.
Now, quickly download Peoplecert ITIL-SOA Exam Dumps Free free demo for try.
Being anxious for the ITIL-SOA Exam Dumps Free exam ahead of you? Have a look of our ITIL-SOA Exam Dumps Free training engine please. Presiding over the line of our practice materials over ten years, our experts are proficient as elites who made our ITIL-SOA Exam Dumps Free learning questions, and it is their job to officiate the routines of offering help for you. All points are predominantly related with the exam ahead of you. You will find the exam is a piece of cake with the help of our ITIL-SOA Exam Dumps Free study materials.
If the ITIL-SOA Exam Dumps Free exam is coming and the time is tense, it is better to choose our ITIL-SOA Exam Dumps Free test engine dumps. ITIL-SOA Exam Dumps Free test engine can simulate the actual test during the preparation and record the wrong questions for our reviewing.
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
And so many of our loyal customers have achieved their dreams with the help of our EMC D-PDC-DY-23 exam questions. Immediately after you have made a purchase for our Huawei H12-621_V1.0 practice dumps, you can download our Huawei H12-621_V1.0 study materials to make preparations. If you have bought the Amazon SAA-C03-KR exam questions before, then you will know that we have free demos for you to download before your purchase. If you want to buy our Genesys GCX-SCR training guide in a preferential price, that’s completely possible. By concluding quintessential points into IBM C1000-065 actual exam, you can pass the exam with the least time while huge progress.
Updated: May 25, 2022