IT인증자격증을 취득하려고 마음먹었으면 끝까지 도전해봐야 합니다. Peoplecert인증 ITIL-SOA학습자료시험이 아무리 어려워도Omgzlook의Peoplecert인증 ITIL-SOA학습자료덤프가 동반해주면 시험이 쉬워지는 법은 많이 알려져 있습니다. Omgzlook의Peoplecert인증 ITIL-SOA학습자료덤프는 100% 패스보장 가능한 덤프자료입니다.한번만 믿어주시고Omgzlook제품으로 가면 시험패스는 식은 죽 먹기처럼 간단합니다. 아직도Peoplecert ITIL-SOA학습자료인증시험으로 고민하시고 계십니까? Peoplecert ITIL-SOA학습자료인증시험가이드를 사용하실 생각은 없나요? Omgzlook는 여러분에 편리를 드릴 수 잇습니다. Omgzlook의 자료는 시험대비최고의 덤프로 시험패스는 문제없습니다. Omgzlook 는 완전히 여러분이 인증시험 준비와 안전한 시험패스를 위한 완벽한 덤프제공 사이트입니다.우리 Omgzlook의 덤프들은 응시자에 따라 ,시험 ,시험방법에 따라 알 맞춤한 퍼펙트한 자료입니다.여러분은 Omgzlook의 알맞춤 덤프들로 아주 간단하고 편하게 인증시험을 패스할 수 있습니다.많은 it인증관연 응시자들은 우리 Omgzlook가 제공하는 문제와 답으로 되어있는 덤프로 자격증을 취득하셨습니다.우리 Omgzlook 또한 업계에서 아주 좋은 이미지를 가지고 있습니다.
Peoplecert ITIL ITIL-SOA 그리고 우리 또한 그 많은 덤프판매사이트 중에서도 단연 일등이고 생각합니다.
Peoplecert ITIL-SOA - ITIL Intermediate Module - Service Offerings and Agreements 학습자료 덤프로 Peoplecert ITIL-SOA - ITIL Intermediate Module - Service Offerings and Agreements 학습자료 시험에서 실패하면 덤프비용을 보상해드리기에 안심하고 시험준비하셔야 합니다. Omgzlook 덤프를 사용해보신 분들의 시험성적을 통계한 결과 시험통과율이 거의 100%에 가깝다는 놀라운 결과를 얻었습니다. Peoplecert인증 ITIL-SOA Vce시험준비중이신 분들은Peoplecert인증 ITIL-SOA Vce시험통과가 많이 어렵다는것을 알고 있을것입니다.
Omgzlook Peoplecert ITIL-SOA학습자료 덤프는Peoplecert ITIL-SOA학습자료실제시험 변화의 기반에서 스케줄에 따라 업데이트 합니다. 만일 테스트에 어떤 변화가 생긴다면 될수록 2일간의 근무일 안에Peoplecert ITIL-SOA학습자료 덤프를 업데이트 하여 고객들이 테스트에 성공적으로 합격 할 수 있도록 업데이트 된 버전을 구매후 서비스로 제공해드립니다. 업데이트할수 없는 상황이라면 다른 적중율 좋은 덤프로 바꿔드리거나 덤프비용을 환불해드립니다.
Peoplecert ITIL-SOA학습자료 - 구매의향이 있으시면 할인도 가능합니다.
만약 아직도Peoplecert ITIL-SOA학습자료인증시험 위하여 많은 시간과 정력을 소모하며 열심히 공부하고 있습니까? 아직도 어덯게하면Peoplecert ITIL-SOA학습자료인증시험을 빠르게 취득할 수 있는 방법을 못찿고 계십니까? 지금Omgzlook에서Peoplecert ITIL-SOA학습자료인증시험을 안전하게 넘을 수 있도록 대책을 내드리겠습니다. 아주 신기한 효과가 있을 것입니다.
성공으로 향하는 길에는 많은 방법과 방식이 있습니다. Peoplecert인증 ITIL-SOA학습자료시험을 패스하는 길에는Omgzlook의Peoplecert인증 ITIL-SOA학습자료덤프가 있습니다.
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