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ITIL-SOA Exam Dumps

ITIL-SOA Exam Dumps

ITIL Service Offerings and Agreements

Vendor: PeopleCert

Exam Name: ITIL Service Offerings and Agreements

Questions with Answers: 14

Last Updated: 21-Feb-2024

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PeopleCert ITIL-SOA Exam Questions

ITIL Service Offerings and Agreements exams.

Question
Scenario A commercial IT services company has been successful for many years. Its key strategic differentiator has been the provision of new services to meet customers’ needs in very short lead times. Recently profits have dipped, forcing senior management to take a look at the lifecycle costs of providing the IT services to their external customers. The organization has had a service catalogue containing customer and supporting views for some time. It is an essential source of information about the IT services and is used by both the business relationship managers and the IT services teams. Services are designed internally but often transitioned and operated in partnership with other suppliers. For each service, the service catalogue currently contains: • A description of the service • Summary of the service level targets • The level of support and support details • Details of the supporting services and components • Details of services obtained from suppliers When sales leads are obtained from potential new customers, the requirements are compared with services in the service catalogue and, if no matching service can be found, a project is set up to quickly develop a new service. In the past this has been justified as meeting the needs of the customers, and full business cases were not developed. A senior service manager has suggested introducing a service portfolio management process and needs to get the support of the IT management team. The management team wishes to know what extra information would be included in a service portfolio over and above what is already in the service catalogue and what value it would be to them. The company is looking to restrict investment in new resources. Therefore, only a few projects can be authorized in the next budget cycle. Refer to the Scenario. Which one of the following sets of statements BEST describes the elements that a service portfolio contains in addition to the elements in a service catalogue, and describes the additional value service portfolio management would bring to the IT services company in resolving their current issues?
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Question
Scenario An internet banking organization plans to expand operations outside of its current market. Whilst the exact details have yet to be established, it is clear that the IT organization must expand its service offerings within the current portfolio in order to support this growth. It is equally apparent that external customer needs for banking will vary from market to market and that consequently this will require development of completely new service offerings. You are the head of service within the IT organization. You helped the organization adopt the ITIL framework some years ago and now have most processes in place. Service owners are allocated for the main IT services. Mature service portfolio, service catalogue and service level management processes are in place. The expansion requires ownership of a business relationship management process and you are considering the role profile for this post. Refer to the Scenario. Which one of the following options provides the BEST overview of the business relationship manager’s (BRM) responsibilities which will be key to support the expansion?
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Question
Scenario A clothing manufacturer has made a decision to supplement factory - based retail outlets by opening a series of stores at out - of - town shopping malls. The internal IT organization provides support to many mission - critical business systems for both the manufacturing and retail operations. It must increase its portfolio of services and service options to meet the planned new expansion. Typically, the business is subject to seasonal patterns of demand, which recently have begun to exceed the capability of some of the IT services. This has led to periods of poor performance of some of the critical systems and therefore to degraded service quality. In periods of minimal demand, there is a surplus of capacity and performance is optimal. There is concern that the additional business demand from the new stores will exacerbate these service performance issues. The board of directors, made up of representatives from each business unit, has asked for a review of the business supply and demand issues currently being faced by the IT organization. Many service management processes have been implemented including service portfolio management and capacity management. However, IT does not have a demand management process. Additionally, performance levels on many of the supporting services have remained unchanged for the past 3 years, even though some may now be less relevant to the overall performance of the critical services. Refer to the Scenario. The review of the supply and demand issues concluded that the implementation of a demand management process could help the IT organization address the issues. Which one of the following options provides the BEST solution to both the problems currently being faced and those related to the proposed expansion?
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Question
Scenario A financial services organization has undergone a period of rapid expansion. From its operating base it has expanded to serve customers in over 25 countries spread around the globe. There are plans to enter more markets in the next 12 months. The key stakeholders involved in the global expansion project have briefed the chief information officer (CIO) on the plans. They have identified IT service performance as one of the major threats to the plan. The CIO has been under pressure from the board due to poor IT service performance in the previous six months. The chief concern has been significant performance variations in network connectivity and communications. The organization currently has three contracts with different local external suppliers in operating markets supporting three IT network hubs. Whilst the suppliers are all happy to follow local internal IT processes, getting the three to work together on incidents or changes has proved increasingly difficult. A number of outages have resulted in a blame culture where even the local internal IT departments have been sympathetic to their service providers, resulting in strained relationships between these internal departments at an operational level. Other issues encountered at one or more locations have included: • Long - term service improvements have been sacrificed in favour of short - term fixes that avoid the payment of contract penalties by the suppliers • Changes in ownership of the customer relationship by the suppliers The CIO believes that a lack of communication between suppliers has been the key cause of failures. All three supplier contracts are due for renewal in the next 12 months. After consultation, a decision to re - tender for network services has been taken by IT, and approved by the CIO and the board of directors. Refer to the Scenario. When considering suppliers, which one of the following options would BEST ensure that network issues are addressed in order to meet the needs of the financial services organization?
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Question
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?
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