3) Four Dimensions of Service Management Flashcards

1
Q

The means of managing a risk, ensuring that a business objective is achieved, or that a process is followed.

A

control

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
2
Q

A measure of whether the right amount of resources have been used by a practice, service, or activity

A

efficiency

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
3
Q

Interrelated or interacting elements that establish policy and objectives and enable the achievement of those objectives

A

management system

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
4
Q

Repeated observation of a system, practice, service, or other entity to detect events and to ensure that the current status is known.

A

monitoring

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
5
Q

A service based on the user of information technology

A

IT service

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
6
Q

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.

A

reliability

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
7
Q

The act of ensuring that a standard or set of guidelines is followed, or that proper, consistent accounting or other practices are being employed.

A

compliance

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
8
Q

The routine running and management of an activity, product, service, or other configuration item.

A

operation

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
9
Q

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.

A

Internet of Things

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
10
Q

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.

A

service architecture

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
11
Q

The practice of supporting good decision-making and continual improvement by decreasing levels of uncertainty.

A

measurement and reporting

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
12
Q

The practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible

A

incident management

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
13
Q

The movement of any service component into any environment.

A

deployment

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
14
Q

A relationship between two organizations that involves working closely together to achieve common goals and objectives.

A

partnerships

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
15
Q

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.

A

sourcing

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
16
Q

Formally documented management expectations and intentions, used to direct decisions and activities.

A

policy

17
Q

A documented way to carry out an activity or a process.

A

procedure

18
Q

A detailed description to be followed in order to perform an activity.

A

work instruction

19
Q

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

A

c) flexible partnerships; formal agreements or contracts

20
Q

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

a) their skills, knowledge, and mindset

21
Q

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

A

d) constrained; influenced

22
Q

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

A

d) Value streams and processes

23
Q

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

A

d) Partners and suppliers