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Category: C2010-578

Exam C2010-578: Fundamentals of Applying Tivoli Service Availability and
Performance Management Solutions V3

What is the most relevant resource to help formulate the proposed education needs and plan?

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 center that they view events of their leased line.
The Operations team in London currently use 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 also include upgrading the existing infrastructure by using IBM Tivoli Netcool/OMNIbus in
the London site also at a later stage. But the aim is to expand into the United States 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 want 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?

which part of CCTP is slow?

Acme Corporation’s (ACME) core business is to provide electronic payment services to financial
institutions and companies worldwide. They serve clients worldwide with local offices in the
Americas, EMEA, and Asia Pacific. There are data centers located in North America, South
America, China, and Italy.
One of ACME’S core services is credit card transaction processing (CCTP). At the core of CCTP
are multiple clusters of application servers running IBM WebSphere. Transactions are stored in a
database environment running on the mainframe. There are additional distributed databases to the
application running on Oracle and MS SQL. The clusters of application servers are distributed
throughout the data centers. The customers’ clients connect to the environment Web-based
services such as SOAP, and message queues such as IBM WebSphere MQ. In addition the client
hosts dedicated CCTP environments for some of its customers.
ACME currently uses Omegamon to monitor the mainframe, HP OpenView. IBM Tivoli NetView,
and Nagios to monitor parts of the network, SMS, and BMC Patrol to monitor the distributed
environment. The data center in Italy is currently using IBM Tivoli Monitoring, but it has not been
rolled out to CCTP. In addition, most of the local operations centers use variety of custom scripts
and open source programs to monitor the COTS and CCTP applications. Each of the local data
centers has some sort of central view of their monitoring, but not all of the monitoring is sending
events to the central or worldwide views. The help desk uses HP Service Manager as its ticketing
system.
ACME is experiencing several major issues with CCTP:
The first is that the helpdesk is spending too much time in reaction mode (responding to issues
after the fact).
The second is that credit card transaction processing slows down at random intervals. These
slowdowns are usually noticed by the client’s customers first (as they violate their Service Level
Agreements) and that the intervals between issues range from hours to weeks.

The third is that there is no central view of the CCTP server and the environment that it runs on.
Which IBM product can be used to determine which part of CCTP is slow?

Which IBM product is not being utilized fully?

Each of the four datacenters has a local operations team which is responsible for maintaining the
local servers, network devices, connections and commercial off the shelf (COTS) applications that
the credit card transaction processing (CCTP) runs on. The primary North America datacenter has
the world-wide operations center which is responsible for world-wide CCTP monitoring (including
its own datacenter) and coordinating with the local operations teams. It also houses the worldwide
helpdesk which provides Level 1 CCTP issue resolution and coordinates response of all CCTP
issues (Level 1-3). CCTP application developers (Level 3) are located in North America and
Ireland.
ACME currently uses Omegamon to monitor the mainframe, HP OpenView, IBM Tivoli NetView
and Nagios to monitor parts of the network, and Microsoft SMS and BMC Patrol to monitor the
distributed environment. The datacenter in Italy is currently using IBM Tivoli Monitoring, but it has
not been rolled out to CCTP. In addition, most of the local operations centers use variety of
custom scripts and open source programs to monitor the COTS and CCTP applications. Each of
the local datacenters have some sort of central view of their monitoring, but not all of the
monitoring is sending events to the central or worldwide views. The help desk uses HP Service
Manager as its ticketing system.
ACME is experiencing several major issues with CCTP:
The first is that the helpdesk is spending too much time infirefighting mode (responding to issues
after the fact).
The second is that credit card transaction processing slows down at random intervals. These
slowdowns are usually noticed by the client’s customers first (as they violate their Service Level
Agreements) and that the intervals between issues range from hours to weeks.
The third is that there is no central view of the CCTP server and the environment that it runs on.

ACME would also like to take into consideration implementing or migrating all or a portion of their
infrastructure into the cloud.
Which IBM product is not being utilized fully?


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