Scenario
Please read this scenario prior to answering the question
Independent insurance brokers that work with ArchiSurance have complained of difficulty in
communicating with salespeople and other personnel at ArchiSurance. They have said that email
is too clumsy and slow for working on urgent deals, people do not always answer their mobile
phones, and it is difficult to tell whether an individual is available. They have also complained that
it is too time-consuming for them to manage their commission payments using an older web
application that requires them to print out and mail forms for making some routine changes, and
also does not work on many mobile devices. Some brokers have said that it is easier to do
business with ArchiSurancecompetitors that provide easy-to-use mobile applications for both
general communication and commission management. In fact, the ArchiSurance Vice President of
Sales and Chief Marketing Officer have both expressed concern about reports from the
ArchiSurance market research department that the company is gradually losing market share with
some of the same brokers that have been complaining. These executives are also concerned that
ArchiSurance may not meet the targets for revenue growth.
Upon hearing about these issues, the ArchiSurance Chief Information Officer (CIO) hired a
consultant to design a new mobile infrastructure for broker interaction. This infrastructure is
required to enable easier communication with ArchiSurance brokers in order to help the company
increase its market share with each of them and consequently attain its targets for revenue
growth. In order to ensure that the new infrastructure would meet these goals, the CIO told the
consultant that the new infrastructure must make it easy for ArchiSurance to develop and deploy
applications and content for its brokers. It must provide federated authentication and an encrypted
communication channel as well as instant messaging and presence services.
The new mobile broker interaction infrastructure architecture includes a number of system
software components. A secure reverse proxy authenticates users and provides an encrypted
channel to communicate with them. The proxy uses a service provided by directory server
software to authenticate users. The directory server communicates with the ArchiSurance
federation server, which in turn communicates with peer federation servers hosted by trusted
brokerage organizations. Once the user is authenticated, the ArchiSurance broker portal uses the
ArchiSurance web content management system to assemble authorized and relevant content for
each broker. In order to provide presence services, a unified communications (UC) server
exchanges information with the directory server and an instant messaging server.
All of these components are hosted on a single physical hardware platform hosting a virtualized
server infrastructure. The server infrastructure is connected to a converged local area network
(LAN), which is also connected to a commercial wide area network (WAN) over which
ArchiSurance communicates with its brokers.

Refer to the Scenario
The head of IT infrastructure engineering has asked you to model the ArchiSurance infrastructure
for broker interaction. You must show the system software, network and server components and
the flows between them. You must also show the services that the system software components
provide. It is not necessary to model the wide area network (WAN) or the components hosted by
ArchiSurance brokers.
Which answer provides the most complete and accurate model?

Scenario
Please read this scenario prior to answering the question
ArchiSurance senior management; board members, customers and major stockholders have long

been concerned about disaster resiliency in light of the company’s heavy reliance on a single data
center. The data center is located in an area that is prone to flooding and earthquakes, according
to expert assessments done by consultants retained for this purpose. In addition, the data center
is located under a busy cafeteria, and water occasionally leaks through its ceiling.
To address these problems, ArchiSurance has developed a plan to move from its current data
center to a pair of ready-to-use data centers in separate cities. The data center move is designed
to reduce the risk of business interruption, reduce both planned and unplanned downtime for
critical applications, and reassure ArchiSurance stakeholders. However, a number of limitations
make the planned transition to the new data centers particularly challenging. A number of critical
ArchiSurance applications cannot be offline for more than an hour, and any downtime for these
application must only occur in certain four-hour windows each weekend. Also, the move cannot
occur during quarterly or year-end closing periods in order to avoid interrupting critical processing.
Fulfillment of these specific type of requirements will reduce the risk of business interruption from
the data center move activities themselves.
ArchiSurance management has therefore planned a multi-phase data center transformation
program. All of the activities in each phase are necessary to ensure a progression of stable and
fully functional data center configurations. The first phase consists of detailed scheduling and
planning to produce a comprehensive transformation plan that meets ArchiSurance timing and
scheduling requirements. During the second phase, ArchiSurance is to contract for the hardware
and software required for the new datacenters, as well for refunds for the hardware and software
to be returned from the current data center once it is shut down. During the third phase, the new
data centers are to be set up, and the new hardware and software are to be tested in parallel with
what is already in production. The actual transition between the old and new data centers occurs
in the fourth phase, and the fifth phase involves shutting down and dismantling the old data center,
and returning its hardware and software for contracted refunds. Phases two through five are each
to be initiated when specific conditions are met in the previous phase.
Refer to the Scenario
The head of IT has asked you to help her explain why ArchiSurance decided to transform its data
center infrastructure. You must model the stakeholders, the motivations, and the influencing
relationships between these motivations. You must also model the specific goals realized by the
data center transformation program and the limitations within which this program must operate.
Which answer provides the best explanation?

Scenario
Please read this scenario prior to answering the question
The ArchiSurance IT Operations (IT Ops) department has five core responsibilities, and
continuously executes a core business process for each responsibility. (1) The Batch Ops process
makes sure that batch jobs execute completely, successfully, and on time, consistent with their
service level agreements (SLAs). (2) The Online Ops process makes sure that all web applications
and content delivery services are available and performing according to their SLAs. (3) The
Security Ops process protects ArchiSurance IT operations from being damaged by malicious or
careless incidents. (4)The User Support process assists users of ArchiSurance systems with
problems or requests. (5) The Continuous Improvement process monitors and measures the
performance ot each of the other processes and works to solve problems and optimize use of
ArchiSurance resources. In order to enable monitoring, each of the other processes generates
monitoring data that is read by the Continuous Improvement process.
The processes in the System Ops category, which are Batch Ops, Online Ops and Security Ops,
each have a separate sub-process for incident management. These sub-processes are triggered,
respectively, by Batch, Online and Security Incidents. One of the first steps in each incident
management sub-process, is to pass an Incident Alert to each of the other System Ops processes.
This is accomplished by posting the alert to the Alert Buffer.
The Batch Ops process uses a schedule that lists all batch jobs and their dependencies. The
schedule is used by two Batch Ops sub-processes. The Batch Planning sub-process updates this
schedule for use by the Execution Management sub-process.
The Batch Ops process uses a number of applications that interact with each other. The Batch
Scheduler application enables users to manage a database of jobs, job schedules and
dependencies, and launches batch jobs according to the database. The Batch Monitor application
uses the job schedules as a reference to monitor job execution, and reports all exceptional
conditions to the both the Batch Scheduler and the Incident Handler applications via the Alert
Buffer described earlier In the scenario. The Incident Handler refers to a set of business rules to
determine the systems and individuals that must be notified of each incident. Based on these

determinations, the Incident Handler produces appropriate notifications.
Due to their critical ity, the Batch Scheduler, Batch Monitor and Incident Handler applications are
hosted redundantly in multiple geographically distributed data centers. In each data center, the
three applications are hosted on a fully redundant virtual server cluster. Each cluster is connected
to two site local area networks, each of which connects to a separate physical storage array.
Refer to the scenario
As part of an IT service management initiative, you have been asked to show how applications
and infrastructure support the Batch Ops process. Model the applications, their functions, the data
they access, and the infrastructure that hosts the applications and data, along with the networks
that connect the servers. It is only necessary to model a single data center.
Which answer provides the most complete and accurate model?

Scenario
Please read this scenario prior to answering the question

The ArchiSuranceTo Go mobile consumer solution is increasingly important to ArchiSurance,
which uses it to sell and renew insurance products, provide customer service, enable accurate and
convenient home recordkeeping, and capture and process claims. The solution consists of three
components. The Consultant lets customers review their existing coverage, and update it based
on common life events, such as getting a new car, moving into a new home, or having a family
member move in or out. If necessary, they can speak or chat with a customer service
representative. The Home Manager helps customers photograph and catalogue their valuable
possessions in order to support the filing of accurate claims in case of loss or damage. The Claim
Manager enables customers to quickly file a claim for loss or damage to an insured auto, home or
possession. It enables customers to describe the incident by referencing information captured with
the Consultant and the Home Manager applications. In addition, it allows the customer to add
photographs, audio, video and text to support a claim, submit the claim, and monitor its progress.
The ArchiSurancetoGo components rely on a number of application services hosted by
ArchiSurance. The first is an Auto Identification and Description (AID) service that the Consultant
uses to validate and complete auto information entered by customers. The second service, Home
Identification and Description (HID) performs the same function for home information, and is used
by the Home Manager. The Consultant also uses the Virtual Agent service to guide customers as
they select coverage options, the Payment Processor service to arrange premium payments, and
the Coverage Activator service to generate policies and put them in force.
ArchiSurance to Go also relies on a number of infrastructure services. The Home Manager uses a
Multimedia Repository service to store and retrieve information about insured homes. The Claim
Manager also uses this service for claim information entered by customers. All three components
of ArchiSuranceTo Go use a Personal Security service to register and authenticate customers,
and to manage their profiles.
Each application service is realized by an application component with the same name. Also, each
infrastructure service is realized by a system software environment with the same name.
ArchiSurance hosts both the application components and system software environments in a
virtual ized server pool within its data center. Each service has its own virtual server. Each server
is connected to a data center network (DCN) which in turn connects to a commercial wide area
network (WAN).
Refer to the Scenario
The new head of IT infrastructure would like a better understanding of the applications used by
ArchiSurance to Go mobile solution and the hosting infrastructure that supports these applications.
Which answer provides the best description of the applications and their underlying infrastructure?
(Please note that it is not necessary to model the networks).