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NO.1 According to HP , which market challenges are faced by businesses as far as ITSM is concerned?
(Select two.)
A. Desktop installations
B. Server automation visibility
C. Cost-effective service delivery
D. Application performance maintenance
E. Getting the most from assets
Answer: C,D
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NO.2 According to HP , what is a market challenge faced by ITSM businesses?
A. Increase business and IT complexity
B. Application quality
C. The automated discovery of desktops
D. Automation of server (Server Automation)
Answer: A
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Reference:http://blogs.forrester.com/stephen_mann/12-12-24the_top_10_it_service_management
_challenges_for_2013_but_what_did_you_achieve_in_2012
NO.3 According to research, what percentage of incidents in the result of improper change?
A. 15%
B. 44%
C. 80%
D. 98%
Answer: C
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NO.4 Which challenge is faced by organizations dealing with asset management?
A. Individuals and organizations seek to create tools where each user can manually enter
configuration and asset data into a master database.
B. Individuals seek to patch virtual systems with KPI patches and report them back to the system.
C. Organizations seek to push KPI configuration files to the lowest levels in the organization, seeking
to bring transparency to the configurations of all virtual devices.
D. Individuals dealing with asset management seek to lower cost and demonstrate value to the
business.
Answer: D
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NO.5 What percentage of asset cost is procurement, and what percentage is operational?
A. 4% is procurement, and 96% is operational.
B. 60% is procurement, and 40% is operational.
C. 96% is procurement, and 4% is operational.
D. 40% is procurement, and 60% is operational.
Answer: A
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Reference:http://www.slideshare.net/hpsoftwaresolutions/how-it-asset-management-fits-withinblu
e-cross-blue-shield-of-floridas-service-asset-configuration-management-initiative(slide 8)
6. Which capabilities does the HP Service Manager offering provide to optimized the high cost of
service desk support? (Select two.)
A. Reduce the high volume of service desk interactions
B. Allows for the automation of manual help desk processes
C. Allows storage provisioning
D. Client OS migrations in both physical and virtual environments
E. Server installation for both physical and virtual environments
Answer: A,B
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7. Which question best summarizes the challenge faced by those who deliver service
management to an organization?
A. When is the appropriate time to test a virtual application?
B. How soon after discovery of delta data does a DDM-I database need a refresh?
C. Which KPIs need to be pushed down to the help desk staff after a virtual machine reload?
D. How do you optimize ITSM investments and the value delivered to the business?
Answer: C
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8. The "number and percentage of emergency changes" and "number and percentage of
unplanned changes detected" are examples of which metric?
A. Metrics are collected by the BSM suite and federated into the CCRM solution database(s)
B. KPIs that are collected by the CCRM solution
C. Capabilities of the BSA suite of products
D. Capabilities of storage automation solutions
Answer: B
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Reference:http://h41112.www4.hp.com/events/software-universe-2012 /pdf/SWU-Day-2-Improving
the-Quality-of-Service-and-Reduce-Risk.pdf
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