Refer to Scenario
An IT services company has been providing hosted and managed IT services to a number of major customers for over 20 years. It has invested heavily in ITIL-based service management processes over the last five years, which has resulted in an increase in the quality of the IT services and an increase in customer satisfaction with the services. This activity has led to a significant growth in the number of customers that the company serves.
The company has implemented all of the service design, service transition and service operation processes to some extent, and is now developing other processes based on ITIL service strategy. As a result of this latest activity they have recognized that their existing service management tool is limited in its ability to support several existing processes, and all of the planned new ones. The supplier of the existing tool is reducing its investment in future development of the tool and is, therefore, unwilling to commit to any additional new facilities or functionality. This has now become an issue for the company and, as a result, they are looking to replace the existing tool with a more comprehensive alternative.
The company plans to develop a requirements specification for the replacement tool and is redwing the areas that need to be considered, including its deployment throughout the organization. The budget for the new tool is limited, therefore it is essential that the new tool can be implemented and used as quickly as possible in order to obtain maximum return on investment (ROI).
Which one of the following options provides the BEST description of the areas that should be addressed by the requirements specification for the new tool?

• A. The usability and functionality of the new tool
  The ability to customize the tool to the organization's requirements
  The planned use of the tool within the organization, together with the number of customers and users of the services and their geographical locations The plans for the deployment and the associated documentation needed for the tool.
• B. The utility and warranty, and service acceptance criteria of the new tool The ability to customize the tool to the organization's requirements The number of potential users of the tool together with the number of licenses and their geographical locations required for its deployment The timing of the deployment and the associated tool documentation.
• C. The utility and warranty of the new tool
  The conformance of the tool to international open standards
  The planned use of the tool within the organization, together with the type and number of licenses required for its deployment The timing of the deployment and the associated tool training and education.
• D. The utility and warranty, and service acceptance criteria of the new tool The ability to migrate data from existing tools and to integrate with other tools The planned use of the tool within the organization, together with the type and number of licenses required for its deployment The type and timing of the deployment and the associated tool training and education.

Scenario
A travel company specializes in providing complete holiday packages to meet customer requirements. There have been instances over the past year where the business has been unable to process holiday bookings due to failure of the IT services. Sales have been lost and the failure has been raised at board level. The IT director has assured the board that the situation will be rectified.
Most holiday bookings are made either by telephone via the company's call centre or through a dedicated website. Both interface with the same back-end booking-processing service. Apart from the call centre and website, the main business services map onto organizational departments and cover: marketing, finance, business operations and central administration.
After some initial investigation within the IT organization, it is clear that the intermittent failures, which were related to a lack of capacity, have occurred during exceptional peak holiday booking periods. The IT organization is not certain when or if these are going to occur in the future. Some booking periods are predictable, such as those associated with promotional offers. Other patterns are totally unpredictable as they often coincide with bad weather being experienced where customers live.
You have been asked how the activities of demand management, based on ITIL practices, can be used to address this issue.
Refer to Scenario
Which one of the following options is the BEST set of actions required to resolve the issue?

• A. Identify the pattern of customer enquiries for holiday bookings and the resulting volume, frequency and location of staff activity. Document these as PBA.
  Gain an understanding of the different roles that are performed by the call centre staff and how these relate to the PBA for the call centre business processes.
  Use this information to identify any shortfall in capacity and create cost estimates of additional resource required to enable the IT services to meet the PBA.
  Discuss the risks associated with failing to meet demand with the business managers. Reach agreement on how to avoid a repeat of the IT failures caused by demand at busy periods.
• B. Identify the pattern of customer enquiries for holiday bookings and the resulting volume, frequency and location of staff activity. Document these as patterns of business activity (PBA) Gain an understanding of the different roles that are performed by staff from all business units and how these relate to the PBA for all business processes.
  Use this information to identify any shortfall in capacity and create cost estimates of additional resource required to enable the IT services to meet the PBA.
  Recommend that, where PBA are very predictable, investment should be made in additional resource.
  Where PBA are unpredictable, the risks associated with railing to meet demand should be discussed with the business managers, and mitigation actions agreed.
• C. Immediately implement demand management, document the process and allocate roles and responsibilities.
  The demand manager should initiate an activity to identify and understand user profiles resulting from business use of the IT services. Code the user profiles linking them to the associated business roles.
  Match the user profiles to the IT services and analyze any shortfall in capacity required to meet the business objectives. Create a business case for the additional resource required to exceed the business demand for the IT services to account for unpredictable business activity.
  Work with service portfolio management and financial management to agree on the approval of the investment and initiate the project to acquire all the additional resources.
• D. Identify and understand the PBA resulting from metrics of all the IT services. Ensure that the volume, frequency and location of service use is taken into account.
  Gain an understanding of how the PBA relate to the use of the IT assets especially the hardware and software that may be the cause of the IT failures.
  Once these activities have been completed, the PBA will be used to plan and implement sufficient capacity to meet all demand at all times.
  Discuss the risks associated with failing to meet demand with capacity management and technical staff. Reach agreement on how to avoid a repeat of the IT failures caused by demand at busy periods.