Peoplecert ITIL-SOA인기시험 시험 기출문제를 애타게 찾고 계시나요? Omgzlook의 Peoplecert ITIL-SOA인기시험덤프는Peoplecert ITIL-SOA인기시험최신 시험의 기출문제뿐만아니라 정답도 표기되어 있고 저희 전문가들의 예상문제도 포함되어있어 한방에 응시자분들의 고민을 해결해드립니다. 구매후 시험문제가 변경되면 덤프도 시험문제변경에 따라 업데이트하여 무료로 제공해드립니다. Omgzlook의 문제와 답은 정확도가 아주 높으며 한번에 패스할수 있는 100%로의 보장도를 자랑하며 그리고 또 일년무료 업데이트를 제공합니다. Omgzlook 안에는 아주 거대한IT업계엘리트들로 이루어진 그룹이 있습니다. Omgzlook 안에는 아주 거대한IT업계엘리트들로 이루어진 그룹이 있습니다.
Peoplecert ITIL-SOA인기시험인증시험은 전문적인 관련지식을 테스트하는 인증시험입니다.
Peoplecert ITIL ITIL-SOA인기시험 - ITIL Intermediate Module - Service Offerings and Agreements 그리고 많은 분들이 이미 Omgzlook제공하는 덤프로 it인증시험을 한번에 패스를 하였습니다. 최고급 품질의Peoplecert ITIL-SOA 시험정보시험대비 덤프는Peoplecert ITIL-SOA 시험정보시험을 간단하게 패스하도록 힘이 되어드립니다. Omgzlook 의 덤프는 모두 엘리트한 전문가들이 만들어낸 만큼 시험문제의 적중률은 아주 높습니다.
Omgzlook는 여러분이 빠른 시일 내에Peoplecert ITIL-SOA인기시험인증시험을 효과적으로 터득할 수 있는 사이트입니다.Peoplecert ITIL-SOA인기시험인증 자격증은 일상생활에 많은 개변을 가져올 수 있는 시험입니다.Peoplecert ITIL-SOA인기시험인증 자격증을 소지한 자들은 당연히 없는 자들보다 연봉이 더 높을 거고 승진기회도 많아지며 IT업계에서의 발전도 무궁무진합니다.
Peoplecert ITIL-SOA인기시험 - Omgzlook덤프는 고객님께서 필요한것이 무엇인지 너무나도 잘 알고 있답니다.
Peoplecert인증 ITIL-SOA인기시험시험취득 의향이 있는 분이 이 글을 보게 될것이라 믿고Omgzlook에서 출시한 Peoplecert인증 ITIL-SOA인기시험덤프를 강추합니다. Omgzlook의Peoplecert인증 ITIL-SOA인기시험덤프는 최강 적중율을 자랑하고 있어 시험패스율이 가장 높은 덤프자료로서 뜨거운 인기를 누리고 있습니다. IT인증시험을 패스하여 자격증을 취득하려는 분은Omgzlook제품에 주목해주세요.
Omgzlook의 Peoplecert인증 ITIL-SOA인기시험덤프는 고객님이 시험에서 통과하여 중요한 IT인증자격증을 취득하게끔 도와드립니다. IT인증자격증은 국제적으로 인정받기에 취직이나 승진 혹은 이직에 힘을 가해드립니다.
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
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Updated: May 25, 2022