A company has an IT organization that is separated into teams that support different underlying technologies.
Each team has its own budget and manages its own tools. They have a clear understanding of current
performance, capacity, and events. Team response to assigned help desk tickets is satisfactory.
The company intends to deploy a private cloud and provide services to internal customers. What service
operation management challenge may this company face?

You have been asked by a company to help drive IT efficiency, focusing specifically on direct, short-term
activities. What would you recommend?

A company is in the process of utilizing exposed cloud computing APIs in order to access database, storage,
and e-commerce capabilities for their cloud applications. Which type of APIs are these?

An organization is using a public cloud provider for IaaS instances. The organization has developed and deployed a web application within these instances. The organization wishes to formalize an SLA that specifies that the public cloud provider will:
Respond to infrastructure outages within 4 hours
Offer multiple availability zones
Ensure application up-time of 99.9%
Provide monthly billing reports
Why would the public cloud provider disagree with these terms?

DRAG DROP
A company has an incident process in place for the cloud services that they support. What is the correct order
of steps for an incident process?
Select and Place:

An organization is deploying services in a private cloud. Consumers are calling IT because they are seeing
performance issues within the deployed services. How should IT troubleshoot and identify these performance
issues?

You have been asked by a recently formed DevOps team to qualify the principles for Continuous Delivery.
Which method falls outside the practice of continuous delivery?

An IT organization for a medium sized grocery retailer is considering adopting ITaaS. As a first step, they
performed an inventory of all existing IT capabilities to determine the ones that could be offered as stand-alone
services to their lines of business through a service catalog.
As a cloud architect on the IT team, what would you recommend?

A company is designing their service catalog. They plan to manage access to offered services based on the job
functions of their consumers. What is this an example of?

A company that provides cloud services has operation processes in place for service delivery. The following information is desired:
Measure consumption against available resources
Track usage thresholds
Produce usage trending reports
What type of process would provide this information?