Customer satisfaction with a new and rather complex product introduced by a company is extremely poor and is affecting sales of the product. The call center is taking too long to handle questions and product experts are not always easily accessible. The goal is to quickly reduce customer complaints. Which actions should be recommended?
A. Connect all the systems that are involved in the transaction.
B. Gather all the information about the product in a single repository to be accessed by the call center.
C. Provide the call center team with access to all the necessary and available information on their screen and collaboration tools to ask experts for assistance with specific
D. Model the call process to determine the bottlenecks, then process automation tools can be used to obtain all the necessary product information including human task
What will the IBM SOA Assessment Tool help to define?
A. The most appropriate SOA entry point
B. The benefits of leveraging existing applications
C. Recommendations for moving to the highest level of SOA maturity
D. The service funding and ownership model to increase SOA maturity
Which people, organizational or technology factors would positively impact the readiness for SOA and its success?
A. Excess hardware capacity
B. Short-term revenue expectations
C. Business unit executives avoid disruptive innovations
D. Business partners that have the necessary skills and capabilities
Which approach is considered the most effective first step in ensuring funding for the service lifecycle of shared services at the enterprise level?
A. Chargeback mechanisms are put in place to prevent illegitimate use of services.
B. Use a 'tax' based approach based on the overall usage of IT by each line of business.
C. Form an SOA governance organization and provide this group with the required funding.
D. Use the "first need" approach, where each project that needs a service first funds its creation.
Why is business and IT alignment so important to SOA?
A. Applications can be rewritten to suit the needs of the business.
B. It allows for a significant investment in technology and hardware.
C. Business and IT can collectively fulfill the business needs and goals.
D. Business and IT can decide which vendors to use and which business functions to outsource.
Which factor could positively impact the readiness for and success of SOA?
A. A high level of understanding of the value of SOA
B. The use of specialized line of business applications
C. Informal build and deployment processes for services
D. The use of in-house developed messaging as part of their Enterprise Service Bus (ESB)
When starting the journey to SOA, which action should be taken first?
A. Create a pilot project to demonstrate the value of SOA to the business.
B. Establish a development environment for shared services that can be used across the enterprise.
C. Obtain organizational commitment to the SOA direction at the appropriate business and IT levels.
D. Choose the correct Enterprise Service Bus (ESB) vendor as all other artifacts in the environment will be connected to this.
From an IT perspective, what is the primary goal of moving to SOA?
A. Make IT more accountable
B. Increase the flexibility of IT
C. Technology and platform independence
D. Reduce short-term development and maintenance costs
What will be the largest barrier to their success?
A. Insufficient SOA skills
B. Finding unbiased vendor product comparisons
C. Legacy applications written in an obsolete language
D. IT staff needing to work with business analysts who do not understand the underlying technical complexity
What are two recommended approaches to SOA adoption?
A. SOA adoption involves incremental change.
B. Select a business pilot and enable a line of business.
C. SOA adoption involves a complete and immediate change.
D. The transition to SOA begins with the selection of appropriate technology.
E. The first steps in the journey to SOA implementation depends on the company's industry.
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