Which option best describes a stakeholder?

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?

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?

Which two staffing tasks should be performed before the deployment of a new Service Availability
and Performance Management solution? (Choose two.)

What are two effective ways to arrange interviews with the key personnel? (Choose two.)

Which IBM product can provide maintenance mode information to event-based information from
HP Service Manager?