Fundamentals of Applying Tivoli Service Availability and Performance : 000-028 Exam
Fundamentals of Applying Tivoli Service Availability and Performance
000-028 Questions & Answers
Exam Code: 000-028
Exam Name: Fundamentals of Applying Tivoli Service Availability and Performance
Q & A: 164 Q&As

1. Which statement is true about determining total user count for implementation?
A. The user count is irrelevant to the system requirements.
B. The user count is needed by the survey group for the final client satisfaction survey.
C. The number of users is important for determining the scope and scale of the
implementation.
D. The number of users is directly related to the size of the authentication database;
therefore, it is needed for determining the size of the authentication server.
Answer: C

2. During a meeting with a client, an organizational chart containing all of the customer
contact information including the project sponsor, the implementation managers,
operations managers, and end-user managers is presented.
Who should be contacted to get a comprehensive list of experts?
A. the stakeholders
B. the customers CEO
C. the financial approver
D. the secretary of the customers CEO
Answer: A

3. Which two conditions should be met in order for the customer to understand the
findings of the requirements analysis? (Choose two.)
A. The presentation must be delivered to the CIO.
B. Requirements must be defined by the customer.
C. Recommendations must be presented to the customer.
D. Customer expectations must be documented in the analysis.
E. The format for the analysis must be provided by the customer.
Answer: CD

4. What are two important factors to consider when determining the delivery goals for a
service availability and performance management solution? (Choose two.)
A. the total resource commitment for staffing
B. which issues have priority and will be resolved first
C. feedback from the stakeholders after the final presentation
D. dependencies on existing service availability and performance management solutions
E. vendors that will be used for the service availability and performance management
solution
Answer: AD

5. Which statement is always true about a relationship and a dependency between major
project plan milestones?
A. Pain points must be documented before defining the business processes.
B. Authentication requirements must be understood before the system is designed.
C. The service availability and performance management software installation is a
prerequisite for software configuration.
D. Existing service availability and performance management tools must be either
configured or decommissioned before new service availability and performance
management tools are installed.
Answer: C

6. A major IT Services company currently has an Operations Center in London. The
company operates globally, providing Managed Services to its customer base. The
Business services require monitoring the Server and Network infrastructure. Each end
customer has a data repository in the London Centre that they view events of their leased
line.
The Operations team in London currently uses various products such as IBM NetView and
other legacy applications in the EMEA customer base. To achieve monitoring of the
network, for the current goal of service availability and performance management, they
will be replacing IBM NetView with the most recent version of IBM Tivoli Network
Manager.
They mention that future plans include upgrading the existing infrastructure by using
Netcool OMNIbus in the London site also at a later stage. But the aim is to expand into the
US for its current Business Goals.
To achieve this aim, the project plan has isolated specific weaknesses of relevant roles of
the customers proposed service availability and performance management products, as
well as a skills gap in some teams of the existing client based solutions.
The stakeholder has requested how the skills gap will be met, the timeframe and cost of
meeting their needs, for further review by management. They are keen to ensure that the
right technical ability is used in the customers situation and that all relevant employees
and operators need education but have a requirement to keep the expenditure minimal.
What is the most relevant resource to help formulate the proposed education needs and
plan?
A. Only investigate IBM partners training for each role that has a skills gap.
B. Only investigate IBM educational product specific training for each role that has a skills
gap.
C. Investigate the customer’s human resource department for internal training, to check it
fills the skills gap identified.
D. Investigate IBM educational offerings including IBM partners educational offerings, for
each role that has a skills gap.
Answer: D

7. A customer has a requirement to see a dashboard that can drill down into the Service
Model and see the status of an entire service, all of its dependencies, and the health of
the services supporting those elements. Which IBM Tivoli service availability and
performance management product or suite of products should be used to meet this
requirement?
A. IBM Tivoli Monitoring
B. IBM Tivoli Netcool Impact
C. IBM Tivoli Business Service Manager
D. IBM Tivoli Composite Application Manager
Answer: C

8. What is a good way of using Key Performance Indicators (KPIs) to avoid an SLA
violation?
A. Inspect KPI values only after SLA violation.
B. Provide the option to adjust KPI to distort true SLA measure.
C. Ensure KPI metric can be identified with a good or bad status only.
D. Monitor KPI metric for gradual movement so that impending SLA violations can be
identified.
Answer: D

9. What are the two most important characteristics of a key executive decision maker?
(Choose two.)
A. controls the budget
B. approves the project
C. chooses the hardware
D. assigns the project staff
E. is the most respected technical advisor to the CIO
Answer: AB

10. After an introductory meeting verifying the roles and responsibilities of key players and
decision makers, what is the next step?
A. Identify key players and decision makers.
B. Create a written list of all meeting attendees.
C. Schedule a follow-on meeting with key players.
D. Exchange business cards to be used for future networking.
Answer: C

11. While scheduling the introductory meeting with a company, who should be the client
contact for invitations to the introductory meeting?
A. the technical contact
B. the process manager
C. the customer sponsor
D. the administrative assistant to the process manager
Answer: C

12. When documenting a client’s business processes, which information is relevant?
A. only the processes that can be automated
B. low-level business processes that can be automated
C. high-level business processes that can be automated
D. the high-level business processes and how they break down into low-level business
processes
Answer: D

13. A telecommunications company sells circuits to customers.
What is this an example of?
A. an automation
B. a key performance indicator
C. a low-level business process
D. a high-level business process
Answer: D

14. A telecommunications company configures their network equipment after receiving an
order for a new circuit from one of their customers.
What is this an example of?
A. an automation
B. a key performance indicator
C. a low-level business process
D. a high-level business process
Answer: C

15. What is the best course of action when the priorities discovered do not match the
expectations of the key decision maker (KDM)?
A. understand that the KDM is ultimately in charge and change the priorities to meet the
KDMs expectations
B. use the goodwill accumulated up to this point while acting as an honest, trusted advisor
and make a polite but logical appeal to the KDMs reason citing justifications
C. after collecting data, ask for a meeting with the KDM and the key staff members, and
present the data in an unassailable analysis that will force the KDM to see reason
D. understand that implementing the KDMs expectations will not create the best value for
the client and recommend that the customer get a second opinion from a competitor
Answer: B

16. A list of the client’s business pain points is requested in order to prioritize them. The
customer is unclear what is meant by the term pain point.
What is a service availability and performance management pain point?
A. a human resource program designed to improve poor staff morale
B. uneven cash flow based on seasonal demand for the clients product line
C. an internal cultural clash in the clients organization that results from a recent
acquisition
D. a business process that can be improved or implemented so that it will increase
revenue
Answer: D

17. A solution advisor is mapping a clients business processes to client-identified pain
points. Which method should the consultant use to help the client rank their pain points?
A. build a table with each business process, and associated pain, weighting each on a
scale of 1-10 and review with client
B. investigate business type (Telecommunications, Enterprise, Government Agency or
Small/Medium
business) and identify organizational structure and size
C. break down the high-level business processes into low-level component processes and
create a document that shows the relationship between the low-level business processes
and high-level business processes
D. determine how existing service availability and performance management processes
can be used to alleviate the clients pain points and how those processes will be mapped
to take the clients requirements into account
Answer: A

18. An initial meeting is held with a managed service provider (MSP) that is a subdivision
of a international broadband provider. The MSP has offices in the USA, Europe, and Asia.
The MSP manages the network backbones for approximately 800 mid-sized customers.
The MSP has contracts with their customers which have service level agreements that
they are tracking.
Which three service availability and performance management products or systems are
they most likely to be using now? (Choose three.)
A. Provisioning Systems
B. Event Management Systems
C. Computer Systems Monitoring
D. Change Management Systems
E. Network Management Systems
F. Business Services Management
Answer: BEF

19. An initial meeting is held with a managed service provider (MSP) that also provides
broadband connectivity for its customers using satellite equipment. The MSP has offices
in the USA, Europe, and Asia. The MSP manages the network backbones for
approximately 800 mid-sized customers. To become more competitive, they are
considering offering service level agreements for their managed services based on
response time to network equipment outages.
Which three service availability and performance management products or systems are
they most likely to be using now? (Choose three.)
A. Provisioning Systems
B. Event Management Systems
C. Network Management Systems
D. Configuration Management Systems
E. Composite Application Management
F. Business Service Management Solutions
Answer: ABC

20. A fact-finding meeting is held with the IT department of a large petrochemical
company. They have an international network of heterogeneous devices. Their clustered SAP servers are used for human resources, accounts payable and receivable, and for
generating shipping invoices that are located on servers in the USA. They are required to
provide a guaranteed 3-second response time to operators at petrochemical terminals
throughout the world when they are completing work orders for loading and
shipping chemicals. All of their WAN services are provided by third party Telco
companies.
Which three types of service availability and performance management products or
systems would most likely already be in use? (Choose three.)
A. Provisioning Systems
B. Network Inventory Systems
C. Financial Planning Systems
D. Event Management Systems
E. Computer Systems Monitoring
F. Network Management Systems
Answer: DEF

21. Which two factors are the most important in determining the scope and scale of a
service availability and performance management implementation? (Choose two.)
A. gross sales per quarter
B. total number of units shipped per day
C. event volume and data retention policy
D. number of integration points between subsystems
E. number of different network vendors in the enterprise
Answer: CD

22. Which two factors have the greatest impact on the scope and scale of a service
availability and performance management solution? (Choose two.)
A. total headcount at each site
B. number of events processed per hour
C. gross e-commerce order volume per day
D. number of DNS names owned by the enterprise
E. number of integration points between subsystems
Answer: BE

23. What is the most important reason for determining how long data must be retained in
the service availability and performance management system?
A. Additional staff might be needed to perform backup duties.
B. A new contract for off-site media storage might be needed.
C. Data retention time is a key factor in determining the scale and scope of the
implementation.
D. The project might not be feasible if there are not adequate resources for the additional
backup equipment.
Answer: C

24. A client has identified disaster recovery as a requirement for the service availability
and performance management implementation.
Which approach most impacts the overall design?
A. investigate alternate datacenter locations
B. include redundant hardware and software for all critical systems
C. ensure physical diversity of all utilities (communications, power, HVAC)
D. determine the software and hardware needed to meet the client’s requirement
Answer: A

25. Which set of activities are the most relevant to ensure that an accurate project scope
and scale are defined in the implementation plan?
A. interview client system administrators, determine the type, revision, and patch level of
all installed hardware and software
B. interview the CTO, determine information systems strategy, future hardware/software
acquisition plans, and document the findings
C. interview client system experts, review systems design documents, and generate
hardware and software requirements documentation
D. inventory all the existing hardware and software systems, add any planned additions,
subtract retiring obsolete equipment, and document
Answer: C

26. What are the two best ways to identify and prioritize functional requirements for
service availability and performance management? (Choose two.)
A. based on personal expertise
B. based on current clients with similar networks
C. based on the pain points revealed in client interviews
D. based on a clear understanding of the client’s business processes
E. based on talking with the operators and asking them what they want
Answer: CD

27. Which two actions must be taken for non-functional requirements such as
performance, maintainability, and security? (Choose two.)
A. tested
B. identified
C. prioritized
D. backed up
E. functionalized
Answer: BC

28. When gathering requirements for a solution, how should non-functional requirements
be handled?
A. ignored
B. not part of the solution
C. included and documented
D. included only when products meet requirements
Answer: C

29. While working with the client, what is the most important characteristic for
requirements?
A. as vague as possible
B. as simple as possible
C. non-specific where possible
D. measurable where possible
Answer: D

30. In service availability and performance management, what are performance,
maintainability, and security requirements considered to be?
A. automations
B. functional requirements
C. non-functional requirements
D. end user usability requirements
Answer: C

…you can go to http://www.lead2pass.com/000-028.html to download the full version.