The ITIL-SOA Valid Test Test authorized training exams provided by Omgzlook helps you to clear about your strengths and weaknesses before you take the exam. You can get exam scores after each practice test with ITIL-SOA Valid Test Test test engine, which allow you to self-check your knowledge of the key topical concepts. The frequently updated of ITIL-SOA Valid Test Test latest torrent can ensure you get the newest and latest study material. Perhaps this is the beginning of your change. This certification gives us more opportunities. Our Software version of ITIL-SOA Valid Test Test study materials will be your best assistant.
Our ITIL-SOA Valid Test Test learning guide will be your best choice.
To learn more about our ITIL-SOA - ITIL Intermediate Module - Service Offerings and Agreements Valid Test Test exam braindumps, feel free to check our Peoplecert Exam and Certifications pages. With the latest Valid Exam ITIL-SOA Collection Materials test questions, you can have a good experience in practicing the test. Moreover, you have no need to worry about the price, we provide free updating for one year and half price for further partnerships, which is really a big sale in this field.
Many companies have been lost through negligence of service on our ITIL-SOA Valid Test Test study quiz. Some useless products may bring about an adverse effect, so choose our ITIL-SOA Valid Test Test practice engine is 100 percent secure for their profession and usefulness and also our considerate after-sales services. We have built effective serviceability aids in the early resolution of customer-reported problems, which then may result in higher customer satisfaction and improved warm support of ITIL-SOA Valid Test Test exam guide.
Peoplecert ITIL-SOA Valid Test Test had a deeper impact on our work.
Our product boosts many advantages and it is worthy for you to buy it. You can have a free download and tryout of our ITIL-SOA Valid Test Test exam torrents before purchasing. After you purchase our product you can download our ITIL-SOA Valid Test Test study materials immediately. We will send our product by mails in 5-10 minutes. We provide free update and the discounts for the old client. If you have any doubts or questions you can contact us by mails or the online customer service personnel and we will solve your problem as quickly as we can. Our ITIL-SOA Valid Test Test exam materials boost high passing rate and if you are unfortunate to fail in exam we can refund you in full at one time immediately. The learning costs you little time and energy and you can commit yourself mainly to your jobs or other important things.
If you want to get the related certification in an efficient method, please choose the ITIL-SOA Valid Test Test study materials from our company. We can guarantee that the study materials from our company will help you pass the exam and get the certification in a relaxed and efficient method.
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
ISACA CISA-KR - Our company has the highly authoritative and experienced team. This is a wise choice, after using our Snowflake COF-C02 training materials, you will realize your dream of a promotion because you deserve these reports and your efforts will be your best proof. Because our EMC D-DS-OP-23 study torrent can support almost any electronic device, including iPod, mobile phone, and computer and so on. Our EMC D-MSS-DS-23 practice engine has assisted many people to improve themselves. Microsoft AZ-801 - Our company has also being Customer First.
Updated: May 25, 2022