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WGU Information-Technology-Management

WGU Information Technology Management QGC1

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NEW QUESTION: 1
Scenario
A large, privately owned company has an internal IT organization that runs most of its IT operations from the head office. There has been a history of confusion about what is required from the services and what has actually been achieved, particularly from a warranty perspective. This has resulted in a strained relationship between the business units and the IT organization.
Some service-based agreements exist between IT and the customers, where all levels of response to incidents were set to the same targets. Availability targets have not been reviewed for at least two years. There have been a number of complaints by key customers claiming that the IT staff have been resolving incidents and implementing change requests based on operational ease rather than business priority. This is despite operationally robust processes being in place for incident, change and problem management.
A plan has been put in place to improve the level of the IT service delivered to the organization.
Retirement of the post-holder meant that the first action was to appoint a new IT director. The opportunity was taken to select a candidate from an external organization, who was committed to the ITIL framework. The new IT director believes that good IT service management practices are essential.
The IT director plans to implement many of the service management processes and has already overseen the creation of a basic service catalogue. The IT director is sure that many of the current issues can be rectified through the implementation of service level management (SLM) and has therefore directed that service level agreements (SLA) be introduced for the services provided before moving onto other areas. You have been asked to lead the project to establish SLAs for the IT services.
Refer to the Scenario.
Which one of the following sequence of activities would be the BEST approach to establishing service levels agreements (SLA) in the organization?
A. Identify all of the services currently delivered using the service catalogue.
Define a primarily service-based approach to implementing service level agreements.
Meet with the appropriate business representatives and, after discussion, produce a formal SLA that guarantees the levels of service that the business needs.
Arrange meetings with the appropriate IT teams, specifically those involved in incident, availability and capacity management, to inform them of the service levels you have agreed
Document and agree OLAs with the service operation teams.
Once these are agreed and signed the OLAs are passed back to the business to demonstrate that IT will support the SLA and to build upon the trust between the two parties.
B. Identify all of the services currently delivered using the service catalogue.
Define a primarily customer-based approach to implementing service levels agreements (SLAs).
Using a pre-prepared pro-forma service level requirements (SLR) template, meet with the appropriate customer representatives to discuss and document their service level requirements.
Arrange meetings with the appropriate IT teams, specifically those involved in incident, availability and capacity management, to discuss, document and agree the levels of service required.
Draft agreements from these discussions are then reviewed by service operations to ensure that no existing agreements will be compromised and, once this has been confirmed, the
SLA is formally reviewed, agreed, and signed by both the customer and IT.
The service level targets are then formally communicated, monitored, reported upon and reviewed at the agreed intervals.
C. Identify all the services currently delivered using the service catalogue.
Define a primarily service-based approach to implementing service level agreements.
Using the service templates already in use, meet with the appropriate customer representatives and, after discussion, produce formal SLRs which document the levels of service that the customer needs.
Arrange meetings with the appropriate IT teams, specifically those involved in incident, availability and capacity management, to discuss, document and communicate the levels of service required.
From these discussions operational level agreements (OLAs) are then produced.
The SLRs and OLAs can be formally monitored, reported upon and reviewed at the agreed intervals.
D. Meet with the IT operations team, specifically, those involved in incident, availability and capacity management, to define what level of service they can offer to the business against each service in the service catalogue.
Meet with the appropriate customer representatives to give them a clear understanding of the levels of service IT can offer.
Produce and agree an SLA and ensure it is signed by representatives of both parties.
Document and agree OLAs with the service operation teams.
Ensure all parties understand their responsibilities and enforce penalties for non-compliance.
Once both agreements have been signed, all service level targets are then formally monitored and reviewed.
Answer: B

NEW QUESTION: 2
A project has two customer billing elements. One part of the project is based on a fixed fee and the other part is a variable based on a cost plus basis. The customer requires separate invoices for fixed fee elements and variable works elements. How can agreements be used to provide separate invoices?
A. Use billing events and create separate events per purchase order.
B. Create each element as a top task on the project and create an agreement for variable works and onefor fixed fee.Then fund the project at the top task level.
C. Have one agreement and create an invoice grouping rule in Accounts Receivable.
D. Createeach element as a top task and implement top task billing for the project.
E. Create oneagreement and fund the project.
Answer: B
Explanation:
One Customer, Multiple Agreements
Use multiple agreements when you have one customer, but a requirement to create a separate invoice for each top task.
You can use this method to accrue revenue cost-to-cost or impose hard or soft revenue limits by task, as well as automatically create separate invoices by task.
To create separate invoices by task, you must use a different agreement to fund each task. If you use more than one agreement for a single task, the agreements are used according to the precedence described earlier for projects.
Reference:Oracle Project Billing User Guide,greements and Project Funding

NEW QUESTION: 3
Where do you provide access to the Payroll Control Center for payroll managers?
A. Payroll Unified Configuration
B. Payroll System Assignment
C. Role-based permissions
D. Payroll Control Center authorization
Answer: C

NEW QUESTION: 4
You create a SQL Server 2008 Analysis Services (SSAS) solution.
The solution contains a time dimension named DimTime. You have a table named FactSales that contains the two columns named OrderDate and ShipDate. The two columns refer to the DimTime dimension.
You need to ensure that the DimTime dimension can be used to browse through measures in the FactSales table for both OrderDate and ShipDate.
What should you do?
A. Create a many-to-many relationship between the DimTime dimension and the FactSales measure group.
B. Create a reference relationship between the DimTime dimension and the FactSales measure group.
C. Create two regular relationships between the DimTime dimension and the FactSales measure group. Use different measure group columns.
D. Create two regular relationships between the DimTime dimension and the FactSales measure 55 group. Use identical measure group columns.
Answer: C

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WGU Information Technology Management QGC1

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