Omgzlook의Peoplecert ITIL-SOA Pdf교육 자료는 고객들에게 높게 평가 되어 왔습니다. 그리고 이미 많은 분들이 구매하셨고Peoplecert ITIL-SOA Pdf시험에서 패스하여 검증된 자료임을 확신 합니다. Peoplecert ITIL-SOA Pdf시험을 패스하여 자격증을 취득하면IT 직종에 종사하고 계신 고객님의 성공을 위한 중요한 요소들 중의 하나가 될 것이라는 것을 잘 알고 있음으로 더욱 믿음직스러운 덤프로 거듭나기 위해 최선을 다해드리겠습니다. Omgzlook 에서 출시한 제품 Peoplecert인증ITIL-SOA Pdf시험덤프는 고득점으로 시험을 통과한 많은 분들이 검증한 완벽한 시험공부자료입니다. IT업계에 몇십년간 종사한 전문가들의 경험과 노하우로 제작된Peoplecert인증ITIL-SOA Pdf덤프는 실제 시험문제에 대비하여 시험유형과 똑같은 유형의 문제가 포함되어있습니다.시험 불합격시 불합격성적표로 덤프비용환불신청을 약속드리기에 아무런 우려없이 덤프를 구매하여 공부하시면 됩니다. Omgzlook로 여러분은 같고 싶은 인증서를 빠른시일내에 얻게될것입니다.
만약Peoplecert ITIL-SOA Pdf자격증이 있으시다면 여러분은 당연히 경쟁력향상입니다.
Peoplecert ITIL ITIL-SOA Pdf - ITIL Intermediate Module - Service Offerings and Agreements 하루빨리 덤프를 공부하여 자격증 부자가 되세요. 시험공부할 시간이 충족하지 않은 분들은Omgzlook 에서 제공해드리는Peoplecert 인증ITIL-SOA 시험유효덤프덤프로 시험준비를 하시면 자격증 취득이 쉬워집니다. 덤프를 구매하시면 일년무료 업데이트서비스도 받을수 있습니다.
Peoplecert인증 ITIL-SOA Pdf시험은 중요한 IT인증자격증을 취득하는 필수시험과목입니다Peoplecert인증 ITIL-SOA Pdf시험을 통과해야만 자격증 취득이 가능합니다.자격증을 많이 취득하면 자신의 경쟁율을 높여 다른능력자에 의해 대체되는 일은 면할수 있습니다.Omgzlook에서는Peoplecert 인증ITIL-SOA Pdf시험대비덤프를 출시하여 여러분이 IT업계에서 더 높은 자리에 오르도록 도움드립니다. 편한 덤프공부로 멋진 IT전문가의 꿈을 이루세요.
Peoplecert Peoplecert ITIL-SOA Pdf 시험을 우려없이 패스하고 싶은 분은 저희 사이트를 찾아주세요.
Omgzlook덤프공부가이드는 업계에서 높은 인지도를 자랑하고 있습니다. Omgzlook제품은 업데이트가 가장 빠르고 적중율이 가장 높아 업계의 다른 IT공부자료 사이트보다 출중합니다. Omgzlook의Peoplecert인증 ITIL-SOA Pdf덤프는 이해하기 쉽고 모든Peoplecert인증 ITIL-SOA Pdf시험유형이 모두 포함되어 있어 덤프만 잘 이해하고 공부하시면 시험패스는 문제없습니다.
Peoplecert ITIL-SOA Pdf 시험탈락시Peoplecert ITIL-SOA Pdf덤프비용전액을 환불해드릴만큼 저희 덤프자료에 자신이 있습니다. Omgzlook에서는Peoplecert ITIL-SOA Pdf덤프를 항상 최신버전이도록 보장해드리고 싶지만Peoplecert ITIL-SOA Pdf시험문제변경시점을 예측할수 없어 시험에서 불합격받을수도 간혹 있습니다.
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