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Latest CDFOM Exam Dumps

Question 1:
Which of the following BEST describes an Operational Level Agreement (OLA)?

• A. Agreement between provider and customer on services

• B. Internal agreement between teams within the provider organization ✅

• C. A financial penalty clause within an SLA

• D. Agreement between customer and third-party vendors

Answer: B
Explanation:
Operational Level Agreements (OLAs) are internal agreements that define how different support teams within a service provider organization will deliver their part to support the Service Level Agreements (SLAs). SLAs are external, between provider and customer, while OLAs are internal and support SLAs.

Question 2:
Which two items are MOST critical in a Service Portfolio for decision-making?

• A. Financial cost of each service ✅

• B. Customer satisfaction levels

• C. Retirement strategy for obsolete services ✅

• D. Marketing communication details

Answer: A, C
Explanation:
The Service Portfolio is used for strategic decision-making about which services to invest in, maintain, or retire. Therefore:

• Financial cost is vital for evaluating the viability and prioritization of services.

• Retirement strategy ensures resources are not wasted on outdated services.
  Customer satisfaction is monitored through reports and surveys, not directly in the portfolio. Marketing communication is not part of the portfolio structure.