Omgzlook를 검색을 통해 클릭하게된 지금 이 순간 IT인증자격증취득Peoplecert ITIL-SOA참고자료시험은 더는 힘든 일이 아닙니다. 다른 분들이Peoplecert ITIL-SOA참고자료시험준비로 수없는 고민을 할때 고객님은 저희 Peoplecert ITIL-SOA참고자료덤프로 제일 빠른 시일내에 시험을 패스하여 자격증을 손에 넣을수 있습니다. 때문에 우리Omgzlook를 선택함으로Peoplecert인증ITIL-SOA참고자료시험준비에는 최고의 자료입니다. 여러분이 성공을 위한 최고의 자료입니다. 우리Omgzlook의 덤프는 여러분이Peoplecert ITIL-SOA참고자료인증시험응시에 도움이 되시라고 제공되는 것입니다, 우라Omgzlook에서 제공되는 학습가이드에는Peoplecert ITIL-SOA참고자료인증시험관연 정보기술로 여러분이 이 분야의 지식 장악에 많은 도움이 될 것이며 또한 아주 정확한Peoplecert ITIL-SOA참고자료시험문제와 답으로 여러분은 한번에 안전하게 시험을 패스하실 수 있습니다,Peoplecert ITIL-SOA참고자료인증시험을 아주 높은 점수로 패스할 것을 보장해 드립니다,
Peoplecert ITIL ITIL-SOA 완벽한 관연 지식터득은 물론입니다.
Omgzlook는 자격증 응시자에게Peoplecert ITIL-SOA - ITIL Intermediate Module - Service Offerings and Agreements 참고자료 시험 준비를 위한 현재 그리고 가장 최근의 자료들을 제공하는 이 산업 영역의 리더입니다. Peoplecert ITIL-SOA 인기덤프자료인증시험은 현재IT업계에서 아주 인기 있는 시험입니다.많은 IT인사들이 관연 자격증을 취득하려고 노력하고 있습니다.Peoplecert ITIL-SOA 인기덤프자료인증시험에 대한 열기는 식지 않습니다.Peoplecert ITIL-SOA 인기덤프자료자격증은 여러분의 사회생활에 많은 도움이 될 것이며 연봉상승 등 생활보장에 업그레이드 될 것입니다.
여러분은Peoplecert ITIL-SOA참고자료인증시험을 패스함으로 IT업계관련 직업을 찿고자하는 분들에게는 아주 큰 가산점이 될수 있으며, 성덩한 IT업계사업자와 한걸음 가까와 집니다.
Peoplecert ITIL-SOA참고자료 - 많은 시간과 돈이 필요 없습니다.
Peoplecert인증 ITIL-SOA참고자료시험은 IT인증시험중 가장 인기있는 시험입니다. Peoplecert인증 ITIL-SOA참고자료시험패스는 모든 IT인사들의 로망입니다. Omgzlook의 완벽한 Peoplecert인증 ITIL-SOA참고자료덤프로 시험준비하여 고득점으로 자격증을 따보세요.
Peoplecert 인증 ITIL-SOA참고자료시험뿐만 아니라 IT인증시험에 관한 모든 시험에 대비한 덤프를 제공해드립니다. 많은 애용 바랍니다.
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