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ITIL SOA Sample Exam Questions​ Download​, ITIL Service Offerings and Agreements | SPOTO

Prepare for the ITIL SOA (Service Offerings and Agreements) exam with SPOTO’s comprehensive sample exam questions and practice materials. The ITIL SOA certification focuses on the processes, activities, and technologies used to design and manage IT service offerings, including service level agreements (SLAs) and service catalogs. To help you succeed, SPOTO provides a range of ITIL SOA exam resources, including downloadable sample questions, mock tests, and study guides. These materials are designed to test your knowledge and improve your exam readiness. By reviewing SPOTO’s ITIL SOA practice questions, you’ll gain insights into key concepts like service portfolio management, financial management, and supplier management. With SPOTO’s ITIL SOA exam preparation, you’ll have the tools and confidence to pass the exam and earn your certification.

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Question #1
ScenarioA clothing manufacturer has made a decision to supplement factory-based retail outlets by opening a series of stores at out-of-town shopping malls.The internal IT organization provides support to many mission-critical business systems for both the manufacturing and retail operations. It must increase its portfolio of services and service options to meet the planned new expansion. Typically, the business is subject to seasonal patterns of demand, which recently have begun to exceed the capability of
A. he service portfolio should be reviewed and an analysis carried out of each business unit's requirements in order to understand their patterns of business activity (PBA) and corresponding usage of the IT services
B. n analysis should be carried out of each business unit's patterns of business activity (PBA), and appropriate services for each business unit selected from the service catalogue
C. he service portfolio should be reviewed and an analysis carried out of each business unit's requirements to understand their current usage of the IT services and where seasonal variations lead to fluctuations in usage
D. he service portfolio should be reviewed and the business unit's cumulative service usage should be reviewed, monitored and analyzed
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Correct Answer: A
Question #2
ScenarioA financial services organization has undergone a period of rapid expansion. From its operating base it has expanded to serve customers in over 25 countries spread around the globe. There are plans to enter more markets in the next 12 months.The key stakeholders involved in the global expansion project have briefed the chief information officer (CIO) on the plans. They have identified IT service performance as one of the major threats to the plan. The CIO has been under pressure from the board due t
A. onsideration should be given to entering into a partnership with three local suppliers who have worked together before in similar circumstances
B. onsideration should be given to entering into a partnership with a single supplier where mutual trust and a good relationship can be established
C. onsideration should be given to entering into a partnership with a single supplier where mutual trust and a good relationship can be established
D. onsideration should be given to re-contracting with the three current local suppliers
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Correct Answer: C
Question #3
ScenarioAn IT security company provides secure data services to many large financial organizations in several countries. The company has an administrative headquarters in its home country and a data centre in each country of operation.Each data centre obtains support for services from third-party contracts provided by a number of suppliers. All supporting services are scoped and documented, and are aligned to the corporate strategy and the regulations in force in each country. The security services company
A. ervice level manager: Apologize to the customer and compensate them financially for the poor service levels
B. ervice level manager: Log the complaints
C. ervice level manager: Log the complaints
D. ervice level manager: Inform the customer that the complaints will be reviewed as a matter of urgency
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Correct Answer: B
Question #4
ScenarioA 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 sam
A. dentify all of the services currently delivered using the service catalogue
B. dentify all the services currently delivered using the service catalogue
C. eet 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
D. dentify all of the services currently delivered using the service catalogue
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Correct Answer: A
Question #5
ScenarioA flower delivery company introduced ITIL-based service management processes 12 months ago.One major benefit of the associated service improvement initiatives was that the service availability of the business critical on-line flower ordering IT service increased from 97% to 98.9% over the last quarter. This exceeds the service availability target of 98.5%. Last month, reports were circulated showing the availability improvement.The service level manager is chairing a service review meeting to review
A. etermine what information each IT team can provide regarding the collection and reporting of component availability
B. eet with the customer managers to conduct a thorough review of all services and document all revised service level requirements (SLRs), ensuring that business impact and seasonal variations are taken into account
C. eet with the customer managers to review and document their availability requirements, ensuring that business impact and seasonal variations are taken into account
D. eview the requirements for service availability against the data collection and measurement currently provided by the IT teams
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Correct Answer: C

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