ITIL-SOAの無料問題集（14題）、ITIL-SOA認定試験参考書

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試験コード：ITIL-SOA

試験名称：ITIL Intermediate Module - Service Offerings and Agreements

最近更新時間：2025-01-21

問題と解答：全14問

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質問 1：
A major international company owns shopping malls in many countries. They are responsible for the security, safety and comfort of shoppers visiting the stores in the mall and the facilities management of the locations. The company relies on IT services provided by its IT division. The IT division consists of a corporate IT department at the company's headquarters and a local IT team at each mall. The IT division obtains IT services and products from over 100 different suppliers globally.
The management of suppliers within the IT division is currently performed by the local IT teams in each country, often by the most appropriate technical manager. This has resulted in inconsistent processes and levels of service across the countries.
The management team realizes that this is an ineffective use of IT resources and will have an impact on the future growth of the company. They are currently reviewing the situation and wish to develop supplier management processes that are more closely aligned to ITIL practices. The management team recently conducted a survey of all of the local IT teams within the different countries to collect details about the number and type of contracts and suppliers.
The IT division has developed and implemented many other ITIL processes over the last two years, which has led to significant improvements. The management team would like to build on this success and develop and implement a supplier management process. You have recently joined the corporate IT department and have been given the results of the survey carried out by the management team.
Refer to Scenario
Which one of the following options is the BEST sequence of activities to adopt in order to implement a supplier management process and to bring the current situation under control?
A. 1. Carry out a further review of the suppliers used by each store in each country.
2. Establish and populate the SCMIS from the results of the exercise.
3. Design and develop a supplier management process.
4. Define and agree a supplier policy.
5. Appoint a supplier manager from the corporate IT department to manage all contracts and all suppliers.
6. Deploy the process in all countries and conduct a program of awareness and training.
7. Renew all contracts to try to obtain better terms and conditions.
B. 1. Define and agree a supplier policy.
2. Design and develop a supplier management process.
3. Use the results of the survey to categorize each supplier to determine the type of relationship required.
4. Establish and populate a SCMIS from the survey feedback.
5. Agree which individuals in the corporate IT department and local IT teams are accountable for the management of each supplier.
6. Deploy the process in all countries and conduct a program of awareness and training.
7. Identify where there are duplicate or multiple contracts in place with suppliers and instigate an initiative to review these with the relevant suppliers.
C. 1. Design and develop a supplier management process.
2. Define and agree a supplier policy.
3. Use the results of the survey to categorize each supplier to determine the type of relationship required.
4. Establish and populate a supplier and contract management information system (SCMIS) from the survey feedback.
5. Deploy the process in the corporate IT department as a pilot.
6. Agree which individuals in the corporate IT department and local IT teams are accountable for the management of each contract and supplier.
7. Deploy the process in the remaining countries and conduct a program of awareness and training.
D. 1. Define and agree a supplier policy.
2. Agree which individuals in the corporate IT department and local IT teams are accountable for the management of each supplier.
3. Use the results of the survey to categorize each supplier to determine the type of relationship required.
4. Establish and populate a SCMIS from the survey feedback.
5. Design and develop a supplier management process.
6. Deploy the process in all countries and conduct a program of awareness and training.
7. Work with the service level manager to ensure that all contracts correctly underpin service level agreements.
正解：D

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Peoplecert ITIL-SOA 認定試験の出題範囲：

トピック	出題範囲
トピック 1	Demand Management, Which Identifies Patterns Of Business Activity To Enable The Appropriate Strategy To Be Implemented
トピック 2	Challenges, Critical Success Factors And Risks
トピック 3	Service Level Management, Which Sets Up A Service Level Agreement (SLA) Structure And Ensures That All Slas Have An Underpinning Support Structure In Place
トピック 4	How The SOA Processes Rely On A Good Business Case Overview Of SOA Processes And Basic Principles
トピック 5	Service Catalogue Management, Which Is Concerned With The Production And Documentation Of The Service Catalogue From A Business And A Technical Viewpoint
トピック 6	Supplier Management, Which Ensures All Partners And Suppliers Are Managed In The Appropriate Way And Includes Contract Management
トピック 7	Financial Management For IT Services, Which Includes Ensuring Understanding Of The Service Value And The Management Of All Financial Considerations
トピック 8	How The SOA Processes Rely On A Good Understanding Of Return On Investment (ROI)

参照：https://www.axelos.com/certifications/itil-certifications/itil-intermediate-level/service-offerings-and-agreements

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