IT인증시험은 국제적으로 인정받는 자격증을 취득하는 과정이라 난이도가 아주 높습니다. Peoplecert인증 ITIL-SOA인증문제시험은 IT인증자격증을 취득하는 시험과목입니다.어떻게 하면 난이도가 높아 도전할 자신이 없는 자격증을 한방에 취득할수 있을가요? 그 답은Omgzlook에서 찾을볼수 있습니다. Omgzlook에서는 모든 IT인증시험에 대비한 고품질 시험공부가이드를 제공해드립니다. Peoplecert인증ITIL-SOA인증문제시험을 위하여 최고의 선택이 필요합니다. Omgzlook 선택으로 좋은 성적도 얻고 하면서 저희 선택을 후회하지 않을것니다.돈은 적게 들고 효과는 아주 좋습니다.우리Omgzlook여러분의 응시분비에 많은 도움이 될뿐만아니라Peoplecert인증ITIL-SOA인증문제시험은 또 일년무료 업데이트서비스를 제공합니다.작은 돈을 투자하고 이렇게 좋은 성과는 아주 바람직하다고 봅니다. Peoplecert인증 ITIL-SOA인증문제시험을 등록하신 분들은 바로Omgzlook의Peoplecert인증 ITIL-SOA인증문제덤프를 데려가 주세요.
Peoplecert ITIL ITIL-SOA Omgzlook 는 여러분의 IT전문가의 꿈을 이루어 드리는 사이트 입다.
Omgzlook 제공 Peoplecert ITIL-SOA - ITIL Intermediate Module - Service Offerings and Agreements 인증문제시험덤프자료가 광범한 시험준비인사들의 찬양을 받은지 하루이틀일이 아닙니다.이렇게 많은 분들이Omgzlook 제공 Peoplecert ITIL-SOA - ITIL Intermediate Module - Service Offerings and Agreements 인증문제덤프로 시험을 통과하여 자격증을 취득하였다는것은Omgzlook 제공 Peoplecert ITIL-SOA - ITIL Intermediate Module - Service Offerings and Agreements 인증문제덤프가 믿을만한 존재라는것을 증명해드립니다. 저희 Peoplecert ITIL-SOA 최신시험후기덤프는 모든 시험유형을 포함하고 있는 퍼펙트한 자료기에 한방에 시험패스 가능합니다. Peoplecert ITIL-SOA 최신시험후기인증시험덤프는 적중율이 높아 100% Peoplecert ITIL-SOA 최신시험후기Peoplecert ITIL-SOA 최신시험후기시험에서 패스할수 있게 만들어져 있습니다.
Omgzlook의Peoplecert인증 ITIL-SOA인증문제덤프는 고객님의 IT인증자격증을 취득하는 소원을들어줍니다. IT업계에 금방 종사한 분은 자격증을 많이 취득하여 자신만의 가치를 업그레이드할수 있습니다. Omgzlook의Peoplecert인증 ITIL-SOA인증문제덤프는 실제 시험문제에 대비하여 연구제작된 퍼펙트한 시험전 공부자료로서 시험이 더는 어렵지 않게 느끼도록 편하게 도와드립니다.
Peoplecert Peoplecert ITIL-SOA인증문제 시험적중율 높은 덤프로 시험패스하세요.
Omgzlook의Peoplecert인증 ITIL-SOA인증문제덤프의 인지도는 아주 높습니다. 인지도 높은 원인은Peoplecert인증 ITIL-SOA인증문제덤프의 시험적중율이 높고 가격이 친근하고 구매후 서비스가 끝내주기 때문입니다. Omgzlook의Peoplecert인증 ITIL-SOA인증문제덤프로Peoplecert인증 ITIL-SOA인증문제시험에 도전해보세요.
Omgzlook의 덤프들은 모두 전문적으로 IT관련인증시험에 대하여 연구하여 만들어진것이기 때문입니다. 만약 여러분은Peoplecert ITIL-SOA인증문제인증시험취득으로 이 치열한 IT업계경쟁 속에서 자기만의 자리를 잡고, 스펙을 쌓고, 전문적인 지식을 높이고 싶으십니까? 하지만Peoplecert ITIL-SOA인증문제패스는 쉬운 일은 아닙니다.Peoplecert ITIL-SOA인증문제패스는 여러분이 IT업계에 한발작 더 가까워졌다는 뜻이죠.
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