현재 많은 IT인사들이 같은 생각하고 잇습니다. 그것은 바로Peoplecert ITIL-SOA Dump인증시험자격증 취득으로 하여 IT업계의 아주 중요한 한걸음이라고 말입니다.그만큼Peoplecert ITIL-SOA Dump인증시험의 인기는 말 그대로 하늘을 찌르고 잇습니다, 덤프에 있는 내용만 마스터하시면 시험패스는 물론 멋진 IT전문가로 거듭날수 있습니다. 멋진 IT전문가로 거듭나는 것이 꿈이라구요? 국제적으로 승인받는 IT인증시험에 도전하여 자격증을 취득해보세요. 이니 우리 Omgzlook사이트의 단골이 되었죠.
Peoplecert ITIL ITIL-SOA 시간도 절약하고 돈도 적게 들이는 이런 제안은 여러분들한테 딱 좋은 해결책이라고 봅니다.
Peoplecert ITIL ITIL-SOA Dump - ITIL Intermediate Module - Service Offerings and Agreements IT업계에서 자신만의 위치를 찾으려면 자격증을 많이 취득하는것이 큰 도움이 될것입니다. 많은 분들이Peoplecert ITIL-SOA 시험덤프자료시험을 패스하려고 하는데 시험대비방법을 찾지 못하고 계십니다. Peoplecert ITIL-SOA 시험덤프자료덤프를 구매하려면 먼저Peoplecert ITIL-SOA 시험덤프자료샘플문제를 다운받아 덤프품질을 검증후 주문하시면 믿음이 생길것입니다.
Peoplecert인증 ITIL-SOA Dump시험패스는 고객님의 IT업계종사자로서의 전환점이 될수 있습니다.자격증을 취득하여 승진 혹은 연봉협상 방면에서 자신만의 위치를 지키고 더욱 멋진 IT인사로 거듭날수 있도록 고고싱할수 있습니다. Omgzlook의 Peoplecert인증 ITIL-SOA Dump덤프는 시장에서 가장 최신버전으로서 시험패스를 보장해드립니다.
Peoplecert ITIL-SOA Dump - 이러한 방법으로 저희는 고객에게 어떠한 손해도 주지 않을 것을 보장합니다.
IT업계에 종사하는 분이 점점 많아지고 있는 지금 IT인증자격증은 필수품으로 되었습니다. IT인사들의 부담을 덜어드리기 위해Omgzlook는Peoplecert인증 ITIL-SOA Dump인증시험에 대비한 고품질 덤프를 연구제작하였습니다. Peoplecert인증 ITIL-SOA Dump시험을 준비하려면 많은 정력을 기울여야 하는데 회사의 야근에 시달리면서 시험공부까지 하려면 스트레스가 이만저만이 아니겠죠. Omgzlook 덤프를 구매하시면 이제 그런 고민은 끝입니다. 덤프에 있는 내용만 공부하시면 IT인증자격증 취득은 한방에 가능합니다.
Omgzlook Peoplecert ITIL-SOA Dump덤프의 질문들과 답변들은 100%의 지식 요점과 적어도 98%의 시험 문제들을 커버하는,수년동안 가장 최근의Peoplecert ITIL-SOA Dump시험 요점들을 컨설팅 해 온 시니어 프로 IT 전문가들의 그룹에 의해 구축 됩니다. Omgzlook의 IT전문가들이 자신만의 경험과 끊임없는 노력으로 최고의Peoplecert ITIL-SOA Dump학습자료를 작성해 여러분들이Peoplecert ITIL-SOA Dump시험에서 패스하도록 도와드립니다.
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