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Category: C2010-578

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

Which three products could best meet the customer’s requirements?

A customer requires this additional functionality to their monitoring environment:
– Historical archiving of system monitoring events
– A view of the service health within their infrastructure

– Monitoring of Java-based applications
– The capability to determine when a network outage will affect other parts of the infrastructure
– The capability to apply correlation business rules to events
The customer already uses IBM Tivoli Monitoring, IBM Tivoli Netcool/Impact and IBM Tivoli
Netcool/OMNIbus. Which three products could best meet the customer’s requirements? (Choose
three.)

Which service management personnel should be interviewed at a minimum to ensure all necessary requirements hav

A worldwide shipping corporation is interested in streamlining their business. Their current service
management solution is distributed across different sites and each site is running a set of distinct
tools to support operations. Additionally, the customer complains that it is difficult to identify
service impacting issues based on the events generated.
Which service management personnel should be interviewed at a minimum to ensure all
necessary requirements have been captured?

What is a potential question to ask ACME personnel?

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 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.
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?

Which level of maturity best describes the customer?

As part of the requirements gathering process the solution advisor is tasked with determining the
process maturity of a customer. The customer currently implements alert monitoring and has built
dashboard views which provide a status by component. They have implemented formalized
incident reporting, but still maintain specific responsibility for technology with a tendency to spend
all of their time responding to issues.
Which level of maturity best describes the customer?

Who can best provide integration information for ACME’S existing LDAP solution?

Acme Corporation’s (ACME) core business is to provide electronic payment services to financial
institutions and companies worldwide. They serve clients world wide 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 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’s Web-based
services, such as SOAP, and message queues, such as WebSphere MQ. In addition the client
hosts dedicated CCTP environments for some it its customers.
ACME is experiencing several issues with CCTP. John W. Smith is the Chief Information Officer
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
Faith Kassell – Lead Architect
Peter Fakir – Project Manager
Who can best provide integration information for ACME’S existing LDAP solution?


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