Peoplecert인증 ITIL-SOA시험응시시험을 등록했는데 마땅한 공부자료가 없어 고민중이시라면Omgzlook의Peoplecert인증 ITIL-SOA시험응시덤프를 추천해드립니다. Omgzlook의Peoplecert인증 ITIL-SOA시험응시덤프는 거의 모든 시험문제를 커버하고 있어 시험패스율이 100%입니다. Omgzlook제품을 선택하시면 어려운 시험공부도 한결 가벼워집니다. 우리Omgzlook 사이트에Peoplecert ITIL-SOA시험응시관련자료의 일부 문제와 답 등 문제들을 제공함으로 여러분은 무료로 다운받아 체험해보실 수 있습니다. 여러분은 이것이야 말로 알맞춤이고, 전면적인 여러분이 지금까지 갖고 싶었던 문제집이라는 것을 느끼게 됩니다. 저희 Omgzlook는 국제공인 IT자격증 취득을 목표를 하고 있는 여러분들을 위해 적중율 좋은 시험대비 덤프를 제공해드립니다.
Peoplecert ITIL ITIL-SOA 하지만 시험에서 떨어지면 덤프비용을 전액 환불해드려 고객님의 이익을 보장해드립니다.
이 점을 해결하기 위해Omgzlook의Peoplecert인증 ITIL-SOA - ITIL Intermediate Module - Service Offerings and Agreements 시험응시덤프도 시험변경에 따라 업데이트하도록 최선을 다하고 있습니다.시험문제 변경에 초점을 맞추어 업데이트를 진행한후 업데이트된Peoplecert인증 ITIL-SOA - ITIL Intermediate Module - Service Offerings and Agreements 시험응시덤프를 1년간 무료로 업데이트서비스를 드립니다. 더욱 안전한 지불을 위해 저희 사이트의 모든 덤프는paypal을 통해 지불을 완성하게 되어있습니다. Paypal을 거쳐서 지불하면 저희측에서Peoplecert ITIL-SOA 공부자료덤프를 보내드리지 않을시 paypal에 환불신청하실수 있습니다.
고득점으로 패스하시면 지인분들께 추천도 해주실거죠? Omgzlook에서 제공해드리는 Peoplecert인증 ITIL-SOA시험응시덤프는 가장 출중한Peoplecert인증 ITIL-SOA시험응시시험전 공부자료입니다. 덤프품질은 수많은 IT인사들로부터 검증받았습니다.
Peoplecert Peoplecert ITIL-SOA시험응시덤프는Omgzlook제품이 최고랍니다.
Peoplecert인증사에서 주췌하는 ITIL-SOA시험응시시험은 IT업계에 종사하는 분이시라면 모두 패스하여 자격증을 취득하고 싶으리라 믿습니다. Omgzlook에서는 여러분이 IT인증자격증을 편하게 취득할수 있게 도와드리는 IT자격증시험대비시험자료를 제공해드리는 전문 사이트입니다. Omgzlook덤프로 자격증취득의 꿈을 이루세요.
Omgzlook의 Peoplecert인증 ITIL-SOA시험응시덤프로 시험을 쉽게 패스하여 자격증을 취득하면 승진이나 연봉인상에 많은 편리를 가져다드립니다. 저희는 항상 여러분들의 곁을 지켜줄것입니다.
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
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Updated: May 25, 2022