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ITIL Certification > 3: Service Strategy Processes > Flashcards

3: Service Strategy Processes Flashcards

1
Q

The primary concern of the service portfolio management process is to determine if the services provided are ___ and should cover ___ and ____ on services which can be compared to ____

A

delivering value
investments
expenditures
desired business outcomes

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2
Q

The process of Financial Management that involves accounting for the expenditures of an IT service

A

Accounting

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3
Q

When connecting services to business outcomes, ___ are likely to have this information captured as part of the agreement or contract

A

external service providers

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4
Q

The purpose of service portfolio management is to ensure that you have the ___ of ___ delivered by the service provider to meet customer requirements

A

right mix

services

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5
Q

Service portfolio management ensures that you can clearly ___ services and ___

A

define

link them to the business outcomes they support

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6
Q

The Planning Cycle of Financial Management involves ___ and is done how frequently?

A

forecasting

annually

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7
Q

When connecting services to business outcomes, ___ work closely with business units to compare outcomes of investments

A

internal service providers

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7
Q

Define service portfolio

A

A complete set of services managed by a service provider

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9
Q

Financial Management consists of what 3 processes?

A
  1. Budgeting
  2. Accounting
  3. Charging
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10
Q

Section of service portfolio that is customer facing and shows details of live operational services

A

Service Catalog

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11
Q

A service portfolio includes ___ and ___ for internal, external and 3rd party providers as well as ___

A

contractual
financial commitments
improvements

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12
Q

What are the 3 sections of a service portfolio?

A

Service Pipeline
Service Catalog
Retired Services

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13
Q

Section of service portfolio that contains information about services that are pre-operational or conceptual

A

Service Pipeline

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14
Q

The process of Financial Management that involves predicting and controlling investments and expenditures

A

Budgeting

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15
Q

The purpose of Business Relationship Management is to __ and __ relationship between customer and service provider

A

establish

maintain

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16
Q

Service portfolio management should be responsible for evaluating the ___ of the services provided throughout their ___

A

value

lifecycle

17
Q

The process of Financial Management that involves billing the customer for the use of a service

A

Charging

19
Q

The 2 cycles of Financial Management are?

A

Planning Cycle

Operating Cycle

20
Q

BRMs stands for ___

A

Business Relationship Managers

21
Q

Service portfolio management should be able to compare the ___ of ___ to the services being planned

A

merits

existing services

21
Q

The Operational Cycle of Financial Management involves ___ and ___ and is done how frequently?

A

cost monitoring
revenue collecting
monthly/quarterly

23
Q

The purpose of Financial Management is to secure the ___ for services to meet ___

A

funding

organizational requirements

24
Q

Business Relationship Management is the connection between ___ and the ___ of the service provider

A

organizational executives

strategic management

25
Q

The 2 considerations of a business case are the ___ and the ___

A

business objectives

business impact

26
Q

The focus of Business Relationship Management is ___ and tactical compared to the focus of service level management which is tactical and ___

A

strategic

operational

27
Q

A business case is a tool for ___ and ___

A

decision planning

support

28
Q

The primary measure of Business Relationship Management is ___

A

customer satisfaction

29
Q

Section of service portfolio that has information about services that have been retired

A

Retired Services

29
Q

The recommended structure of the business case should include what 5 components?

A 
Introduction
Methods & Assumptions
Business Impact
Risks & Contingencies
Recommended Actions

ITIL Certification (7 decks)

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