ITIL-SOA 무료 덤프문제 온라인 액세스

A major international company owns shopping malls in many countries. They are responsible for the security, safety and comfort of shoppers visiting the stores in the mall and the facilities management of the locations. The company relies on IT services provided by its IT division. The IT division consists of a corporate IT department at the company's headquarters and a local IT team at each mall. The IT division obtains IT services and products from over 100 different suppliers globally.
The management of suppliers within the IT division is currently performed by the local IT teams in each country, often by the most appropriate technical manager. This has resulted in inconsistent processes and levels of service across the countries.
The management team realizes that this is an ineffective use of IT resources and will have an impact on the future growth of the company. They are currently reviewing the situation and wish to develop supplier management processes that are more closely aligned to ITIL practices. The management team recently conducted a survey of all of the local IT teams within the different countries to collect details about the number and type of contracts and suppliers.
The IT division has developed and implemented many other ITIL processes over the last two years, which has led to significant improvements. The management team would like to build on this success and develop and implement a supplier management process. You have recently joined the corporate IT department and have been given the results of the survey carried out by the management team.
Refer to Scenario
Which one of the following options is the BEST sequence of activities to adopt in order to implement a supplier management process and to bring the current situation under control?

• A.1. Define and agree a supplier policy.
  2. Design and develop a supplier management process.
  3. Use the results of the survey to categorize each supplier to determine the type of relationship required.
  4. Establish and populate a SCMIS from the survey feedback.
  5. Agree which individuals in the corporate IT department and local IT teams are accountable for the management of each supplier.
  6. Deploy the process in all countries and conduct a program of awareness and training.
  7. Identify where there are duplicate or multiple contracts in place with suppliers and instigate an initiative to review these with the relevant suppliers.
• B.1. Design and develop a supplier management process.
  2. Define and agree a supplier policy.
  3. Use the results of the survey to categorize each supplier to determine the type of relationship required.
  4. Establish and populate a supplier and contract management information system (SCMIS) from the survey feedback.
  5. Deploy the process in the corporate IT department as a pilot.
  6. Agree which individuals in the corporate IT department and local IT teams are accountable for the management of each contract and supplier.
  7. Deploy the process in the remaining countries and conduct a program of awareness and training.
• C.1. Carry out a further review of the suppliers used by each store in each country.
  2. Establish and populate the SCMIS from the results of the exercise.
  3. Design and develop a supplier management process.
  4. Define and agree a supplier policy.
  5. Appoint a supplier manager from the corporate IT department to manage all contracts and all suppliers.
  6. Deploy the process in all countries and conduct a program of awareness and training.
  7. Renew all contracts to try to obtain better terms and conditions.
• D.1. Define and agree a supplier policy.
  2. Agree which individuals in the corporate IT department and local IT teams are accountable for the management of each supplier.
  3. Use the results of the survey to categorize each supplier to determine the type of relationship required.
  4. Establish and populate a SCMIS from the survey feedback.
  5. Design and develop a supplier management process.
  6. Deploy the process in all countries and conduct a program of awareness and training.
  7. Work with the service level manager to ensure that all contracts correctly underpin service level agreements.

Scenario
A large, privately owned company has an internal IT organization that runs most of its IT operations from the head office. There has been a history of confusion about what is required from the services and what has actually been achieved, particularly from a warranty perspective. This has resulted in a strained relationship between the business units and the IT organization.
Some service-based agreements exist between IT and the customers, where all levels of response to incidents were set to the same targets. Availability targets have not been reviewed for at least two years. There have been a number of complaints by key customers claiming that the IT staff have been resolving incidents and implementing change requests based on operational ease rather than business priority. This is despite operationally robust processes being in place for incident, change and problem management.
A plan has been put in place to improve the level of the IT service delivered to the organization.
Retirement of the post-holder meant that the first action was to appoint a new IT director. The opportunity was taken to select a candidate from an external organization, who was committed to the ITIL framework. The new IT director believes that good IT service management practices are essential.
The IT director plans to implement many of the service management processes and has already overseen the creation of a basic service catalogue. The IT director is sure that many of the current issues can be rectified through the implementation of service level management (SLM) and has therefore directed that service level agreements (SLA) be introduced for the services provided before moving onto other areas. You have been asked to lead the project to establish SLAs for the IT services.
Refer to the Scenario.
Which one of the following sequence of activities would be the BEST approach to establishing service levels agreements (SLA) in the organization?

• A.Identify all the services currently delivered using the service catalogue.
  Define a primarily service-based approach to implementing service level agreements.
  Using the service templates already in use, meet with the appropriate customer representatives and, after discussion, produce formal SLRs which document the levels of service that the customer needs.
  Arrange meetings with the appropriate IT teams, specifically those involved in incident, availability and capacity management, to discuss, document and communicate the levels of service required.
  From these discussions operational level agreements (OLAs) are then produced.
  The SLRs and OLAs can be formally monitored, reported upon and reviewed at the agreed intervals.
• B.Identify all of the services currently delivered using the service catalogue.
  Define a primarily customer-based approach to implementing service levels agreements (SLAs).
  Using a pre-prepared pro-forma service level requirements (SLR) template, meet with the appropriate customer representatives to discuss and document their service level requirements.
  Arrange meetings with the appropriate IT teams, specifically those involved in incident, availability and capacity management, to discuss, document and agree the levels of service required.
  Draft agreements from these discussions are then reviewed by service operations to ensure that no existing agreements will be compromised and, once this has been confirmed, the
  SLA is formally reviewed, agreed, and signed by both the customer and IT.
  The service level targets are then formally communicated, monitored, reported upon and reviewed at the agreed intervals.
• C.Meet with the IT operations team, specifically, those involved in incident, availability and capacity management, to define what level of service they can offer to the business against each service in the service catalogue.
  Meet with the appropriate customer representatives to give them a clear understanding of the levels of service IT can offer.
  Produce and agree an SLA and ensure it is signed by representatives of both parties.
  Document and agree OLAs with the service operation teams.
  Ensure all parties understand their responsibilities and enforce penalties for non-compliance.
  Once both agreements have been signed, all service level targets are then formally monitored and reviewed.
• D.Identify all of the services currently delivered using the service catalogue.
  Define a primarily service-based approach to implementing service level agreements.
  Meet with the appropriate business representatives and, after discussion, produce a formal SLA that guarantees the levels of service that the business needs.
  Arrange meetings with the appropriate IT teams, specifically those involved in incident, availability and capacity management, to inform them of the service levels you have agreed
  Document and agree OLAs with the service operation teams.
  Once these are agreed and signed the OLAs are passed back to the business to demonstrate that IT will support the SLA and to build upon the trust between the two parties.