What is the best way to determine that the business processes identified by the solution advisor
are understood by the client?

What are three resources which can be leveraged to provide insight into the current state of a
customer’s Service Availability and Performance Management solution? (Choose three.)

What is the difference between a Key Performance Indicator (KPI) and a Service Level Agreement

(SLA)?

Before presenting findings to the customer which two conditions must be identified? (Choose two.)

Which element can be used in creating the gap analysis?

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?