Which two tasks should be performed when producing a project plan for a Service Availability and

Performance Management solution? (Choose two.)

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 is experiencing several issues with CCTP. John W. Smith is the Chief Information Officer
(CIO) and has contacted an outside company to possibly assist with addressing these issues.
After an initial kick-off call with John W. Smith, he has identified the following individuals as part of
his team that the outside company will be working with:
Molly Fox – Vice President of Operations
Dennis Boucher- Vice President of Development
Ira Dale – Vice President of Sales
Each of the four data centers has a local operations team which is responsible for maintaining the
local servers, network devices, connections, and commercial off the shelf (COTS) applications that
CCTP runs on. The primary North America data center has the worldwide operations center which
is responsible for worldwide CCTP monitoring (including its own data center) 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 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 the 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 helpdesks 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.
ACME would also like to take into consideration implementing or migrating all or a portion of their
infrastructure into the cloud.
What is a potential question to ask ACME personnel?

What is an example of a security and identity management software architecture?

What is a basic requirement for all project staffing?

Which IBM product can replace the functionality of Microsoft SMS?

The chief information officer would be mapped into which functional path?

When designing a Service Availability and Performance Management solution for a new customer,
which two steps should be taken to ensure current staff will be able to support the new products?
(Choose two.)

A customer’s business is comprised of multiple sites located across the United States. Each
location specializes in supporting a different part of the infrastructure while sharing the
responsibility for supporting all business services offered by the organization.
What is the best approach to identify the project goals from key decision makers?

A customer is trying to find out the response time for each component of a composite application.
There seems to be an issue with the IBM WebSphere server getting slow response times on
select statements to IBM DB2. Which two IBM solutions will help diagnose the problem? (Choose
two.)

After gathering all the information from meeting with the customer it is discovered that the IBM
solution does not meet one of the customer’s requirements. What is the next step?