Item 1 of 50 Mark item for review

What is the best way to answer the customer comment below?

“I do not need proactive support. The hardware is very reliable.”

A. The HP Proactive 24 Services option can help stabilize the overall

computing environment.
B. Industry analysis shows that 80% of problems are caused by people and
process and only 20% by hardware.
C. Proactive support includes the rapid deployment option so that less
downtime is needed to configure HP storage.
D. From independent customer inquiries, it became evident that more
efficient storage solutions significantly reduce cost.

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Item 2 of 50 Mark item for review

What is the best question to open a dialogue with a customer who is in a changing
IT environment?

A. How do you staff for special projects?

B. Ideally, how many additional staff do you plan to recruit?

C. Which kind of changes is the business asking you to make?

D. What are your plans to achieve the next level of availability?

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Item 3 of 50 Mark item for review

Who are major HP competitors for Business Critical Servers (BCS) and associated
services?

A. IBM, NCR, and Dell

B. Dell, Siemens, and Cisco

C. IBM, Sun Microsystems, and Dell

D. Sun Microsystems, Dell, and "whitebox vendors"

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Item 4 of 50 Mark item for review

What is the first step to building a customer relationship and

selling HP mission critical services?
 A. Provide a reassuring onsite presence.

B. Recommend leading remote support technology.

C. Understand how IT can improve the customer’s business.

D. Free the customer’s staff to focus on their core competencies.

Item 5 of 50 Mark item for review

For which Business Critical Server (BCS) Service type is the "2-hour response"
deliverable typical?

A. software services

B. hardware services

C. mission critical services

D. technical services

Item 6 of 50 Mark item for review

Which type of virtualization is indicated?

A. element virtualization

B. integrated virtualization

C. complete IT virtualization

D. infrastructure virtualization

Exhibit
Item 7 of 50 Mark item for review

Order the Premium Services from the most to the least comprehensive service level.

Item 8 of 50 Mark item for review

What are main stages of the solution life cycle for business critical server (BCS)
services? (Select three.)

A. design and build

B. review

C. manage and evolve

D. configure

E. recycle

F. integrate

Item 9 of 50 Mark item for review

Which department of HP Services is usually the best choice for partners to discuss
questions about storage services?
 A. HP Education Services

B. HP Outsourcing Services

C. HP Technology Services

D. HP Consulting and Integration Services

Item 10 of 50 Mark item for review

In which ways can HP StorageWorks Solution Services help businesses achieve
better outcomes? (Select three.)

A. lowering cost

B. mitigating risk

C. eliminating risk

D. maintaining cost

E. increasing market share

F. accelerating business growth

Item 11 of 50 Mark item for review

Which components are offered by HP Financial Services?

A. transition and lease

B. product retirement and acquisition

C. lease, transition, product upgrade, management

D. transition, lease, management and product retirement

Item 12 of 50 Mark item for review

Your customer's office is located 60 miles from HP´s next closest support hub.
Which call-to-repair coverage can HP offer to this customer to achieve minimum
downtime in case of failure?

A. 4 hours

B. 6 hours

C. 8 hours

D. 24 hours

Item 13 of 50 Mark item for review

Which statement is true regarding the HP Security Quick Assessment Service
delivery?

A. HP delivers Security Quick Assessment Service in the U.S. region.

B. HP delivers Security Quick Assessment Service without any restrictions.

C. HP delivers Security Quick Assessment Service exclusively for HP

software.
D. HP delivers Security Quick Assessment Service in combination with an
on-site hardware service.

Item 14 of 50 Mark item for review

Your customer's office is located 40 miles from HP´s next closest support hub.
Which call-to-repair coverage can HP offer this customer to achieve minimum
downtime in case of failure?

A. 4 hours

B. 6 hours

C. 8 hours

D. 24 hours

Item 15 of 50 Mark item for review

Which type of HP support services should you sell with Proactive Select?

A. reactive services

B. Proactive 24 services

C. mission critical services

D. integrated proactive and reactive services

Item 16 of 50 Mark item for review

Why do customers buy HP ProLiant Services? (Select three.)

A. ProLiant Services guarantee at least 99% uptime.

B. Customers are struggling with limited, in-house expertise.

C. All HP ProLiant Services are bundled with the standard package.

D. Increased IT service demands the ability to adapt to a constantly

changing environment.
E. ProLiant Services include the on-demand migration to next-generation
server models free of charge.
F. Many ProLiant customers have budget constraints and are therefore
looking for complete and cost-efficient solutions.

Item 17 of 50 Mark item for review

The initial hardware warranty period has expired for an HP ProLiant server. Which
type of HP Care Pack can be sold to extend the service coverage period?

A. assessment

B. post warranty

C. warranty renewal

D. legacy maintenance

Item 18 of 50 Mark item for review

Which statement is true regarding the hardware equipment options covered by the
original HP Care Pack purchased with a ProLiant server?

A. All HP-supplied hardware options are covered.

B. All HP-supplied hardware options are covered with the exception of disk
drives.
C. Optional modules obtained separately are not included in the HP Care
Pack coverage.
D. Any hardware equipment that is not on the sales order is excluded from
the HP Care Pack coverage.

Item 19 of 50 Mark item for review

Which type of service is Insight Control - Insight Dynamics-VSE installation and
startup?

A. design

B. deployment

C. support

D. assessment

Item 20 of 50 Mark item for review

How many servers are covered in each fixed-price package for the VMware capacity
planner service? (Select two.)

A. up to 10 servers

B. up to 25 servers

C. up to 50 servers

D. up to 100 servers

E. up to 200 servers

Item 21 of 50 Mark item for review

If a blade solution consists of three enclosures and 20 blade servers, what is the
recommended hardware support for HP Care Pack services?

A. 20 blade server services ordered

B. 3 enclosure support services ordered

C. 1 enclosure support service and 20 blade server support services

ordered
D. 3 enclosure support services and 20 blade server support services
ordered

Item 22 of 50 Mark item for review

Which HP support offering includes an assessment for blades BIOS, firmware, and
software updates?

A. HP Proactive Select Service

B. HP Support Plus and Support Plus 24

C. HP Support Plus 24

D. HP Software Technical Support and Update Service

Item 23 of 50 Mark item for review

Which statement describes the HP All in One Services for Matrix?

A. It is combined financial and educational services for All in One storage

installations.
B. It is a collection of technical support options, tailored for the graphics and
movie industry.
C. It is value-add Care Pack options for StorageWorks All in One systems
connected to BladeSystems.
D. It is packaged services for Virtual Connect, Insight software,
StorageWorks EVA, and BladeSystems.

Item 24 of 50 Mark item for review

Which services can you propose to control costs during a server consolidation project
onto a BladeSystem platform? (Select three.)
 A. critical

B. financial

C. education

D. thermal assessment

E. installation and startup

F. repair and replacement

Item 25 of 50 Mark item for review

What is Factory Express?

A. a portfolio of services to speed up the delivery for customers in the

manufacturing business
B. a portfolio of factory solutions, integration and deployment services

C. a process to enable priority delivery services

D. a method to bypass redundant testing in manufacturing and speed up

delivery

Item 26 of 50 Mark item for review

Which category of the HP BladeSystems Services portfolio contains the capacity
planning services?

A. Assessment Services

B. Deployment Services

C. Operations Services

D. Strategy Services

Item 27 of 50 Mark item for review

Which tasks are covered by the HP Enhanced Network Installation and Startup Care
Pack? (Select two.)
 A. configuration of Ethernet switches

B. configuration of Virtual Connect modules

C. implementation of LAN management software

D. implementation of SAN management software

Item 28 of 50 Mark item for review

What is the purpose of HP Virtualization Services for integrated virtualization?

A. optimization of server, storage, and networking resources' utilization

B. optimization of StorageWorks EVA with exclusive connection to Integrity

servers
C. optimization of all heterogeneous resources so that supply meets
demand in real time
D. optimization of multiple environments to automatically meet the service-
level agreements

Item 29 of 50 Mark item for review

Which services are included in the Virtualization Services portfolio? (Select three.)

A. data migration

B. telephone support

C. education

D. proactive support

E. performance assessment

F. capacity planner assessment

Item 30 of 50 Mark item for review

What are standard reactive HP software services which, for certain products such as
VMware, are bundled with the software license? (Select two.)
 A. health check

B. 9x5 coverage

C. software update

D. remote diagnosis

E. immediate response

Item 31 of 50 Mark item for review

Which Data Center Service provides a broad and balanced view of all risks that can
impact IT service availability?

A. HP Configuration Analysis

B. HP ITSM Assessment Service

C. HP Performance Assessment Service

D. HP System Healthcheck Service

Item 32 of 50 Mark item for review

When is the Data Center Site Planning Service most relevant?

A. when assessing power and cooling issues within an existing data center

B. when designing a new redundant data center on a local customer

campus
C. when examining the impact and potential issues of new equipment in a
data center
D. when determining the location, physical requirements, and availability
level of a new data center

Item 33 of 50 Mark item for review

What is a key benefit of Data Migration Service?

A. data movement to new storage arrays utilizing thin provisioning

 capabilities
B. less disk space demand at the destination due to data compression

C. no necessity to take any data offline while the service is performed

D. included ongoing capacity planning for the new storage array

Item 34 of 50 Mark item for review

What are typical data center transition services? (Select two.)

A. deployment services

B. critical facilities design

C. adaptive infrastructure maturity model assessment

D. critical facilities consulting

E. migration services

Item 35 of 50 Mark item for review

What makes Data Center Services particularly relevant for customers today? (Select
two.)

A. The services have been reduced in price, and are now cheaper than they
were previously.
B. There is an increasing number of SMB customers who want to outsource
their data center management.
C. Customers often deploy more hardware than before, and do not have
enough capacity in their own organizations.
D. Today the customer’s staff levels are typically being reduced, and the
remaining staff needs to be more focused on innovation.
E. Data centers supported by experienced supervision teams turned out to
be significantly less sensitive to human errors than customer self-
supported ones.

Item 36 of 50 Mark item for review

How do HP resource and technical assistance services relate to the customer’s IT

staff?
 A. They replace responsibilities with automation.

B. They provide step-by-step process guidelines.

C. They supplement existing skills and resources.

D. They outsource data center management tasks.

Item 37 of 50 Mark item for review

How is the HP security quick assessment service delivered?

A. event-based report

B. ITIL-based workshop

C. security patch installation

D. interviews with customer staff

Item 38 of 50 Mark item for review

What are core features of HP Proactive Select services for HP blades? (Select two.)

A. training about HP blade BIOS, firmware and software updates

B. assessment of the HP blade toolset

C. consulting about data center power and cooling

D. deployment of virtualization hypervisors

E. the BladeSystem technology bulletin

Item 39 of 50 Mark item for review

Which HP manager takes care of Proactive Select customer engagements?

A. Mission Critical Services Manager

 B. Global Deployment Services Manager

C. Area Delivery Manager

D. Account Support Manager

Item 40 of 50 Mark item for review

Which statement describes HP Proactive 24?

A. a service which offers call-to-repair capabilities to customers

B. a service targeting ISS customers to achieve reliability and operational

efficiency
C. a service that integrates hardware, software and responsive problem-
solving support
D. a tailored service for always-on computing environments

Item 41 of 50 Mark item for review

Which service menu activities can the customer select from HP Proactive
Select services for blade systems? (Select two.)

A. account support plan

B. defective media retention

C. thermal and storage array high availability assessments

D. review meetings

E. VMware capacity planning

Item 44 of 50 Mark item for review
Which product from the HP services portfolio should you recommend to a customer
who is expecting a guaranteed repair time on selected equipment?

A. HP Critical Services

B. HP Proactive 24 service

C. HP Proactive Select

D. HP Mission Critical Partnership

Item 45 of 50 Mark item for review

How do HP Virtualization Products and Services help customer businesses to achieve
better outcomes? (Select two.)

A. supporting IT staff training and operational efficiency

B. lowering power consumption for operation and cooling

C. increasing agility and implementation speed of new IT projects

D. improving server reliability by decreasing the average workload

Item 46 of 50 Mark item for review

Which HP storage services can you propose to a customer to ensure that no data
resides on their legacy platform after the migration to an HP StorageWorks SAN
platform? (Select two.)

A. Critical Service for SANs

B. Data Migration Service

C. Data Sanitization Service

D. Media Recycle Service

E. Data Replication Solution Services

Item 47 of 50 Mark item for review
Which statements describe the HP advantage over the competition for Proactive
support? (Select four.)

A. HP has standard call-to-repair and restoration commitments.

B. The HP Mission Critical Services are standard and globally consistent.

C. HP Proactive Support Services are individually tailored to meet the

customer's needs.
D. HP Proactive Support Services use the same response times for
hardware and software calls.
E. HP provides value by delivering measurable results tied to the customer’s
business objectives.
F. HP has a proven history of providing quality support as measured by
Gartner, IDC, and other industry analysts.
G. HP Proactive Services include low-cost hardware and software upgrades.

Item 48 of 50 Mark item for review

Which services should you recommend to a customer with high-availability storage
requirements who needs a unified, transparent solution for 24x7 local and remote
monitoring, proactive fault diagnosis, and efficient problem resolution? (Select two.)

A. HP Storage Essentials

B. HP Remote Support Configuration Collector

C. HP Systems Insight Manager

D. HP Remote Support Pack

E. HP Advanced Configuration Collector

Item 49 of 50 Mark item for review

On which area should you focus to successfully position HP Mission Critical and
Proactive Services to the IT director of a company?

A. how to raise the margin of a deal

 B. how to ensure availability and continuity

C. how to minimize pressure on the IT employees

D. how to align business requirements with IT services

Item 50 of 50 Mark item for review

Which benefit of a virtualization solution should you discuss with the customer's chief
information officer?

A. The total cost of ownership for the infrastructure will noticeably reduce.

B. Increased IT agility promotes the growth of business dynamics and

flexibility.
C. Virtualized environments ensure production continuity and system
availability.
D. Expensive special-purpose servers will be replaced with low-cost blade
servers.

Question:2
Which statement describe customer benefits of choosing HP Proactive Select? (Select
two.)
A. It provides a flexible appoach to providing proactive services.
B. It decreases outages caused by hardware defects.
C. It provides the customer both reavtive and proactive services.
D. It enables customers to quickly adapt new technologies into their IT infrastructure.
E. It is designed with Enterprise customer im mind.
Answer: A,D

Question:3
Approximately how many courses are offered by HP Care Pack for Education?
A. more than 200 classroom courses and 3000 online courses
B. more than 250 classroom courses and 2500 online courses
C. more than 500 classroom courses and 2000 online courses
D. more than 1000 classroom courses and 1000 online courses
Answer: A

Question:4
What is the advantage of HP or HP partner technicians deploying new technologies,
instead
of the customer’s own IT employees deploying these technologies?
A. The external technicians are experienced with the technologies and provide knowledge
transter
B. The customer’s expenses for the installation and configuration are significantly lower
C. The external technicians are available at short notice to take over the deployment
workload
D. The customer’s IT employees need not be trained for the new technologies
 Answer: A

Question:10
What as standard reactive HP software services which, for certain products such as
VMware,
are bundled with the software license? (Select two.)
A. heat check
B. 9×5 coverage
C. software update
D. remote diagnosis
E. immediate response
Answer: B, C

Question:15
What are typical applications of virtualization technology? (Select three.)
A. disaster recovery
B. utility pricing
C. security enhancement
D. workload optimization
E. life extension of existing environments
F. information lifecycie management
Answer: A,B,D

Item 1 of 50 Mark item for review

When should you position HP infrastructure software services to your customer?

A. after the software is delivered and the customer starts the deployment
B. at the beginning of the sales process as part of a goal-oriented solution
C. once the order is finalized and the customer begins to plan deployment
activities
D. when HP installation services are added to the order as part of the
configuration process

Item 3 of 50 Mark item for review

Which HP storage competitor has a strong partnership with Dell?

A. IBM
B. HDS
C. NetApp
D. EMC

Item 5 of 50 Mark item for review

Which type of business typically orders proactive--but not yet mission-critical--

services to achieve the required availability level?
 A. a business for which loss of IT availability would be a disaster
B. a business for which a small degree of downtime is acceptable
C. a business that needs high IT availability as an important prerequisite
D. a business that will suffer lower productivity if it has downtime during
business hours

Item 15 of 50 Mark item for review

What is the HP support solution for the critical elements of your IT environment,
where high availability is key and downtime has a serious business impact?

A. HP critical service
B. HP 24x7 hardware critical service
C. HP standard 9x5 hardware support
D. HP 24x7 hardware and software support

Item 18 of 50 Mark item for review

To streamline the implementation and enhance ongoing support of a ProLiant rack

solution that includes Modular Cooling System, which base-level service offerings
does HP recommend? (Select three.)

A. HP Proactive 24 Services
B. HP Installation and Startup Services
C. HP Operation Health Check Services
D. HP Modular Cooling System Services
E. HP Hardware Support that includes ProLiant rack and install products
F. HP Hardware Support that includes ProLiant rack and power products

Item 25 of 50 Mark item for review

Which category of the HP BladeSystems Services portfolio contains the Transitions

Services?

A. Data Center Thermal Assessment

B. Deployment Services for Upgrades
C. Enhanced Network Installation and Startup
D. Healthcheck Services for Hardware and Software such as VMware

Item 34 of 50 Mark item for review

Which statement about the HP Thermal Assessment service offerings is correct?

 A. HP offers one smart cooling solution: HP Smart Cooling Assessment.
B. HP offers one smart cooling solution: HP Thermal Quick Assessment.
C. HP offers two smart cooling solutions: HP Thermal Quick Assessment
and HP Thermal Comprehensive Assessment.
D. HP offers three smart cooling solutions: HP Thermal Quick Assessment,
HP Thermal Intermediate Assessment, and HP Thermal Comprehensive
Assessment.

Item 50 of 50 Mark item for review

Which sales strategy do you recommend to a junior sales consultant to correctly

position the HP Proactive Select Services?

A. Explain the requirement for well trained HP personnel supporting the

customer's IT environment.
B. Focus the customer's hardware infrastructure management and
maintenance issues.
C. Identify the customer pain points and position related HP unique service
options around them.
D. Detail all product features; close the meeting after you got the
customer's purchase commitment.

Item 42 of 50 Mark item for review

When do you position the HP Proactive Select service?

A. when a budget-conscious customer needs flexible and proactive

services for a non-Mission Critical application
B. when a customer is moving an existing Mission Critical application into a
bladed virtualized environment
C. after a customer has experienced a serious outage
D. when a customer is implementing a new Mission Critical application
leading with Proactive Select

Item 23 of 50 Mark item for review

Which statement describes the HP All in One Services for Matrix?

A. It is combined financial and educational services for All in One storage

installations.
B. It is a collection of technical support options, tailored for the graphics and
movie industry.
C. It is value-add Care Pack options for StorageWorks All in One systems
connected to BladeSystems.
 D. It is packaged services for Virtual Connect, Insight software, StorageWorks
EVA, and BladeSystems

Item 38 of 50 Mark item for review

Which statements describe customer benefits of choosing HP Proactive Select? (Select

two.)

A. It provides a flexible approach to providing proactive services.

B. It decreases outages caused by hardware defects.
C. It provides the customer both reactive and proactive services.
D. It enables customers to quickly adapt new technologies into their IT
infrastructure.
E. It is designed with Enterprise customers in mind.