HP2-E57 - IT to Business Alignment - HP Always On Support Services
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What preparation step does NOT need to be taken in advance of the IT to Business Alignment Workshop?
Ask the customer to complete a questionnaire for details on existing service levels and ITSM maturity.
What is the most important activity to complete in preparing for an IT to Business Alignment workshop?
Research the customer specifically and their industry in general to better understand their business.
What are the key elements of HP's "3 pillar approach" to meeting customer business requirements/service levels?
It is an approach to defining/clarifying service level requirements after infrastructure has been purchased.
What is an incorrect perception of a consultative selling approach?
The sales process becomes long and arduous.
Once you have analyzed your specific customer needs and aligned them to HP's Always On Support service portfolio, how should you begin positioning your recommendations?
Select the closest Always On offering with deliverables that meet most customer needs, but is easier to sell.
What is the main aim of a consultative selling approach?
to not just focus on product, but discover customer needs through effective questioning and preparation
For HP partners, what is the best source for assistance with sales of HP Always On Support Services?
HP Partner Portal
Which deliverable is NOT included with Proactive Select?
selectable and scalable proactive services and solutions
When can HP Always On Support Services be sold to a target customer?
within 90 days of the installation of the hardware
On the IT to Business Alignment continuum, if a customer has a "Highly Available" service level requirement for a specific application, what is the most appropriate HP Always On support solution that should be proposed?
Proactive Select or Proactive24
Which statement about the benefits of HP Technical Services is false?
HP offers innovative, relevant solutions and services to meet business challenges for both partners and customers.
Who should participate from the customer's organization in an IT to Business Alignment workshop?
IT Operations and Service Level Managers, and CIO or IT Manager
From an HP/Partner perspective, what is NOT a main goal of the IT to Business Alignment Workshop?
to align and appropriately recommend HP support services to meet customer requirements
What is the term used to describe a customer's target for allowable data loss in the event of infrastructure failure?
Recovery Point Objective
What is the term used to describe a customer's target for resolving any hardware or software incidents in the event of a failure?
Recovery Time Objective
You are working with a customer who has the lowest service level, which is only 99% availability. What is the name of this level of service?
What is the Account Support Manager's role to a customer who has purchased HP Proactive Select service?
Ensure the customer uses their credits on the most appropriate services.
Based on an evaluation of your customer's Technology and Operation aspect of their ITSM maturity with respect to technical management, routine maintenance activities and schedules should be defined and implemented. Which finding would score a "1" in this evaluation?
Maintenance activities are generally reactive after a failure.
Based on an evaluation of your customer's Governance and Strategy aspect of their ITSM maturity with respect to business continuity management, a full Business Impact Analysis (BIA) needs to be carried out for each business process. Which finding would score a "2" on this evaluation?
Vital business functions (VBFs) have been identified. The consequences of failure of each VBF are understood and documented.
Based on an evaluation of your customer's Planning and Design aspect of their ITSM maturity, availability targets for each service should be formally agreed with the business and regularly reviewed. Which finding would score a "3" in this evaluation?
Availability targets and cost or business impact caused by loss of service are understood for critical services.
Based on an evaluation of your customer's Service Measurement and Reporting aspect of their ITSM maturity under the area of Continual Improvement and Automation, there should be agreed metrics for the end-to-end availability and performance of all services and an agreed, reliable, and repeatable method or tool to collect data. Which finding would score a "3" on this evaluation?
Agreed metrics exist for the end-to-end availability and performance of each critical service.Data is collected on a regular basis and made available when required.
What are the key lifecycle stages for reliable IT service delivery?
plan, do, check, and act
What should you do to successfully close the sale at the end of the IT to Business Alignment workshop?
Agree on next steps, including timelines, which should include a customized proposal submission with more details and pricing.
What is the deepest of the levels of needs identification questions?
Understanding the Implication
What does Critical Advantage include?
Proactive Services.Reactive Support, and Flexible Proactive Services as well as access to the Solution Center
According to ITIL best practice, what industry standard parameter(s) need to be defined by the customer prior to any investment made in designing and building any new IT service?
RTO and RPO
What is a critical emphasis of consultative selling?
using questioning techniques so the customer will be able to determine their own needs
Once you assess the customer's readiness for an IT to Business Alignment workshop, ideally, how much time should you ask them to allow for the meeting?
one full day
What are the main goals of any IT department in mitigating the potential risks of downtime to business critical IT services? (Select two.)
to ensure that all critical IT service infrastructure has either software or hardware clustering
to ensure support contract exists with either the partner or HP, and they will fix the problem
Which service(s) have been designed by HP to primarily support Industry Standard Servers (ISS) environments?
You have asked a customer about the business impact of critical service unavailability. Which response is most likely to indicate an opportunity for HP Always On Support Services?
Customer orders cannot be invoiced.
You have asked a customer about their current business drivers and current/relevant business initiatives. Which response is most likely to indicate an opportunity for HP Always On Support Services?
Ensure audit compliance with new financial regulations.
Which high-level statement is NOT true regarding the role of a good IT department working in partnership with their business?
IT services can be designed prior to clarifying business requirements.
What does the acronym ITIL stand for?
Information Technology Infrastructure Library
Which customer profile is a good target for an IT to Business Alignment workshop?
a business that is managing a distributed IT environment with in-house IT staff