3) Four Dimensions of Service Management Flashcards
The means of managing a risk, ensuring that a business objective is achieved, or that a process is followed.
control
A measure of whether the right amount of resources have been used by a practice, service, or activity
efficiency
Interrelated or interacting elements that establish policy and objectives and enable the achievement of those objectives
management system
Repeated observation of a system, practice, service, or other entity to detect events and to ensure that the current status is known.
monitoring
A service based on the user of information technology
IT service
The ability of a product, service, or other configuration item to perform its intended function for a specified period of time or number of cycles.
reliability
The act of ensuring that a standard or set of guidelines is followed, or that proper, consistent accounting or other practices are being employed.
compliance
The routine running and management of an activity, product, service, or other configuration item.
operation
The interconnection of devices via the internet that were not traditionally thought of as IT assets, but now include embedded computing capability and network connectivity.
Internet of Things
A view of all the services provided by an organization. It includes interaction between the services, and service models that describe the structure and dynamics of each service.
service architecture
The practice of supporting good decision-making and continual improvement by decreasing levels of uncertainty.
measurement and reporting
The practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible
incident management
The movement of any service component into any environment.
deployment
A relationship between two organizations that involves working closely together to achieve common goals and objectives.
partnerships
The activity of planning and obtaining resources from a particular source type, which could be internal or external, centralized or distributed, and open or proprietary.
sourcing
Formally documented management expectations and intentions, used to direct decisions and activities.
policy
A documented way to carry out an activity or a process.
procedure
A detailed description to be followed in order to perform an activity.
work instruction
Relationships among partners, suppliers, and a provider can range from ___ to ___.
a) simple contracts; complex, multi-level contracts
b) easy; difficult
c) flexible partnerships; formal agreements or contracts
d) inflexible; flexible
c) flexible partnerships; formal agreements or contracts
What are the three things we focus on when we enlighten and empower people?
a) their skills, knowledge, and mindset
b) policies, programs, and projects
c) policies, processes, and practices
d) knowledge, information, and wisdom
a) their skills, knowledge, and mindset
When applying the PESTLE model, you are looking for how each factor has ___ or ___ how you operate as a provider.
a) aided; enabled
b) diluted; weakened
c) blocked; hampered
d) constrained; influenced
d) constrained; influenced
Which dimension of service management focuses on a series of steps an organization undertakes to create and deliver products to consumers?
a) Customer service
b) External factors
c) ITIL practices
d) Value streams and processes
d) Value streams and processes
Which of the following is one of the four dimensions of service management?
a) External factors
b) Products
c) ITIL practices
d) Partners and suppliers
d) Partners and suppliers
