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Test C2010-591: Fundamentals of Applying Tivoli Service Delivery and Process Automation Solutions V3


Section 1:Define Key IT Asset and Service Management Capabilities


  1. Given customer IT asset and service management requirements, perform a gap analysis so that it is documented if and how IBM Service Delivery and Process Automation products support the customer processes and requirements.
    With emphasis on performing the following tasks:

    1. Collect information via observations and documentation.

    2. Conduct gap analysis workshops.

    3. Interview key process owners and process experts to gather information about specific requirements, current activities and future needs.

    4. Identify value-adding and non-value-adding activities.

    5. Evaluate the requirements and gaps identified to determine the IBM Service Delivery and Process Automation products and level of automation needed to support the available business and user requirements.

  2. Given IBM product documentation and product functionalities, recognize the benefits of the implementation of each identified IBM product to a business so that the information could be presented to a client.
    With emphasis on performing the following tasks:

    1. Recognize the benefits of the implementation of each IBM product to a business.

      1. Knowledge of these Tivoli products capabilities, high-level features and how users would use the products: -IBM SmartCloud Control Desk-IBM Tivoli Application Dependency and Discovery Manager -IBM Tivoli Provisioning Manager -New release coming sometime with another name, this is correct for now

      2. Familiarity with -IBM Tivoli Integration Composer, -IBM Tivoli Asset Discovery for Distributed (this has been replaced - IBM Tivoli License Compliance Manager*)-IBM Tivoli Directory Integrator-IBM Tivoli Common Reporting and/or IBM Cognos

      3. Conceptual understanding of these key Tivoli Operational Management Products: -IBM Tivoli Usage and Accounting Manager, -IBM Tivoli Monitoring, -IBM Tivoli Composite Application Manager -IBM Tivoli Netcool/OMNIbus -IBM Tivoli Business Service Manager -IBM Tivoli Endpoint Manager-IBM Tivoli Service Automation Manager-IBM SmartCloud Provisioning-IBM Service Delivery Manager-IBM Tivoli Workload Scheduler


Section 2:Establish the Customer's Baseline


  1. Given an organization chart, key business units, and processes, develop interviews with business unit managers; identify the possible power users and decision makers of the solution so that the key stakeholders are documented.
    With emphasis on performing the following tasks:

    1. Develop interviews with business unit managers, decision makers, and process owners.

    2. Identify the possible power users of the solution.

    3. Identify the decision makers.

  2. Given the customer needs, explain the identified solution functionalities, analyze and consolidate the requirements, and propose an initial solution design so that a high level requirements document can be delivered.
    With emphasis on performing the following tasks:

    1. Explain the identified IBM Tivoli Product functionalities and capabilities

    2. Analyze and consolidate the customer requirements

    3. Propose an initial solution design

  3. Given current solutions, providers, processes and business rules, match the current state physical and functional components, determine areas of improvement, and analyze and document the investment of a future state so that current and future states are analyzed and documented.
    With emphasis on performing the following tasks:

    1. Identify current state physical and functional components.

    2. Determine areas of improvement and quantify gap with future state.

    3. Quantify the investment for future state.

    4. Quantify future state physical and functional components.

  4. Given a list of stakeholders, interview process and business owners, compile the customer's IT asset and service management requirements so that a document is created containing the customer pain points.
    With emphasis on performing the following tasks:

    1. Determine what is not working or what can be improved for the customer, to be able to determine the problem(s) that should be solved.

    2. Document the customer's areas of pain.

    3. Determine the effort and changes required to move ahead with a solution to relieve the pain and what processes, systems and applications will be affected.

  5. Given the involved business units and processes, analyze those processes, identify its activities, and match those activities with current software applications so that the existing vendor software is identified.
    With emphasis on performing the following tasks:

    1. Analyze the business processes.

    2. Identify the activities for each process.

    3. Match those activities with current software applications.

  6. Given the involved business units and decision makers, interview the decision makers, consult specialized documentation and identify the pros and cons of each competitor software component so that the competitor software is identified and analyzed.
    With emphasis on performing the following tasks:

    1. Interviews with key decision makers.

    2. Consult specialized documents and Websites for product comparison

    3. Identify the "pros and cons" of the competitor software componente and match them with the IBM products involved.


Section 3:Evaluate the Customer's People and Processes


  1. Given a list of business units and people involved, identify processes and roles to determine optimizations and improvements so that a list of customer requirements and needs can be documented.
    With emphasis on performing the following tasks:

    1. Identify the customer processes related to each customer business unit.

    2. Interview people that represent each role within the business units.

    3. Identify customer issues and complaints within and between processes.

    4. Identify optimization and improvements opportunities.

    5. Elaborate a list of customer requirements and improvements needed by the customer.

  2. Given the involved business units, interview its representatives, identify its objectives and tasks, and align them with the best practice recommendations so that the business processes are modeled and aligned to best practices.
    With emphasis on performing the following tasks:

    1. Interview the business units' representatives.

    2. Identify the business unit objectives and goals.

    3. Identify the business unit activities and tasks.

    4. Align the business unit activities, tasks and roles with best practice recommendations.

    5. Design the process map.

  3. Given access to business and process owners, gather information from these key contacts so that an overview of the available sources of information in the organisation is documented.
    With emphasis on performing the following tasks:

    1. Plan the search, determining what needs to be found, where to find it and how to access it.

    2. Interview key contacts to determine sources of information.

    3. Conduct a shadowing for daily operations.

    4. Review gathered information to determine age and relevance.

  4. Given the list of customer needs, map the customer processes and identify functionality of suggested products so that the list of products covers the customer's needs.
    With emphasis on performing the following tasks:

    1. Map the customer processes identifying needs in each process.

    2. Identify recommended products.

    3. Identify and explain each product scope and functionallity.

    4. Match the identified processes and tasks with each product/solution.

    5. Make a list of suggested products, detailing functional improvement for each process.

  5. Given server and network infrastructure, number of customer sites, concurrent users, assets and CIs, processes, monthly ticket volume, other vendor solutions and processes, perform server, networking, reporting and business continuity requirements so that the size of the environment can be identified.
    With emphasis on performing the following tasks:

    1. Determine server architecture.

    2. Determine user concurrency.

    3. Identify solutions to be deployed.

    4. Identify Networking infrastructure.

    5. Determine Reporting Architecture.

    6. Determine business continuity requirements.

  6. Given the list of customer needs and suggested products, interview people involved in each business process to elaborate an event-driven process chain so that a given diagram of the current processes used by the customer can be made.
    With emphasis on performing the following tasks:

    1. Interview people who lead each business unit.

    2. Identify activities that are executed daily across business units.

    3. Identify the roles that participate in each business unit.

    4. Elaborate a list of activities executed by role.

    5. Elaborate a flow chart with the processes exectued within and among each business unit.

    6. Elaborate an event- driven process chain.

  7. Given an organizational map and identified business units, identify the processes, tasks, and roles then match them to the best practice framework so that the organization's structure is documented.
    With emphasis on performing the following tasks:

    1. Identify the core business units and how they are related.

    2. Identify the business unit tasks and roles.

    3. Identify the process roles and software products that support them.

    4. Interview the key stakeholders.

    5. Match the current business unit tasks and roles with best practice recommendations.

  8. Given customer business processes, the customers vision and strategy, and departmental policies, determine company and department goals, required process performance, and metrics so that Key Performance Indicators (KPIs) for the processes have been identified, prioritized, and documented.
    With emphasis on performing the following tasks:

    1. Identify the processes involved.

    2. Determine the goal(s) for each process.

    3. Identify the organizational level of the goal(s).

    4. Ensure the goals are measurable.

    5. Determine the required performance of the process.

    6. Document the metric needed for the KPIs.

    7. Prioritize the KPIs.


Section 4:Define IT Asset and Service Management Products


  1. Given processes, business units, and current applications by business, expose the IBM Tivoli products functionality, and identify communication and data needs so that the necessary data integrations based on IBM Tivoli products are identified.
    With emphasis on performing the following tasks:

    1. Expose the IBM Tivoli products functionality.

    2. Explore business units.

    3. Explore the processes used.

    4. Explore the current applications used by business units.

    5. Analyze current infrastructure.

    6. Identify communication and data needs.

  2. Given a list of IBM solutions, processes and requirements, identify the capabilities of each IBM solution and compare them against the customer's processes and requirements so that a match can be made between the solutions and the customer needs and processes.
    With emphasis on performing the following tasks:

    1. Identify the capabilities of each IBM solution.

    2. Identify the customer needs.

    3. Identify process requirements.

    4. Compare capabilities against needs and process requirements.

  3. Given customer's requirements, organizational structure, and an existing environment description, define solution elements, identify the missing parts and recommend functional modules of service and asset management solution so that a high level functional component model of the solution is developed that is capable of meeting customer needs.
    With emphasis on performing the following tasks:

    1. Define high level functional elements of a solution (e.g data acquisition- discovery tools and sources of information, data aggregation/cleansing, communication, user interface, security, process integrations, reporting, etc).

    2. Identify functional components of the existing environment that could or should be reused.

    3. Identify gaps (missing parts) of the solution.

    4. Develop the high level functional component model of the solution including existing and new elements.

  4. Given processes, products, and stakeholders, match the identified roles with each product role so that the business unit functions cover the requirements.
    With emphasis on performing the following tasks:

    1. Identify the processes involved in the solution and which business units execute those processes.

    2. Interview the key stakeholders that are the process owners or solution owners.

    3. Identify the roles in the business units.

    4. Identify expected value.

    5. Match the identified roles with each product role.


Section 5:Create,Justify,and Deliver Solution Design Recommendations


  1. Given a list of products, a functional model of the solution, and customer processes, analyze platform limitations of the products involved and the inter-dependencies, recommend hardware and OS platforms for the solution, and recommend placement of the components so that initial solution design architecture is created.
    With emphasis on performing the following tasks:

    1. Analyze prerequiste hardware and software for the involved products.

    2. Analyze interdependencies between products.

    3. Recommend hardware and OS platfrom for the solution.

    4. Recommend placement of different components (e.g. When database or some other components like TIP can be shared, and when it's not recommended, etc).

    5. Recommend on required network connectivity (e.g. what connections will be required for users and data integrations).

    6. Create draft physical layout of the architecture.

  2. Given list of products, an initial solution design architecture, and size of the environment, analyze the product performance requirements and recommend sizing of the hardware for components of the solution so that an initial sizing of the solution is created.
    With emphasis on performing the following tasks:

    1. Analyze impact of required size on performance of particular components.

    2. Recommend initial hardware sizing for components of the solution.

  3. Given list of products, initial solution sizing, design architecture, and size of the environment, analyze the product licensing requirements and explain it to the customer so that a list of licenses required for the solution is developed.
    With emphasis on performing the following tasks:

    1. Analyze license requirements of different products of the solution

    2. Develop licensing recommendation for a given sizing of the solution

    3. Explain to the customer the licensing model and dependencies

  4. Given customer requirements, a proposed solution design and best practice framework, analyze the customer requirements, compare the solution with the best practice framework, and identify business restrictions and legal constraints so that a final validated solution design can be achieved.
    With emphasis on performing the following tasks:

    1. Analyze customer requirements.

    2. Compare solution with best practice framework.

    3. Identify business restrictions.

    4. Identify legal constrainsts.

    5. Build final solution design.

  5. Given the solution design architecture and product sizing, describe the optimized processes and the detailed product functionality so that a presentation containing the map with the total solution and the optimization achieved with the suggested products can be delivered.
    With emphasis on performing the following tasks:

    1. Elaborate an organization chart of each customer business unit.

    2. Elaborate a map which presents the optimized processes for the organization and all the business units.

    3. Elaborate a chart with the recommended products and the detailed functionality of each one of them.

    4. Elaborate a diagram that shows how to apply every product solution in every task of the processes.

    5. Elaborate a document that explains the benefits of implementing each product and the impact in the processes optimization.

    6. Elaborate a presentation that shows the optimized processes and the improvements achieved with the suggested products.



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