Chapter 1

Question 1

Organization

Answer 1

What are the key strategic goals and objectives for the organization? These objectives define who we are as an organization and where we want to be in the future.

Question 2

CORE Business Process

Answer 2

These are represented by the repeatable business activities that produce desirable results for the business. Without these results, the organizational objectives defined above would not be supported or achieved.

Question 3

IT Service Organization

Answer 3

Defines the IT Service and supporting infrastructure that are required to enable the effective and efficient execution of the business processes above. IT Services are used by the business to facilitate and enhance outcomes, including improved efficiency of operations or ensuring accuracy in the records and information being managed.

Question 4

IT Service Management

Answer 4

Made up by the repeatable, managed, and controlled processes used by the IT department that enable quality and efficiency in the delivery and support of the IT Services above.

Question 5

IT Technical Activities

Answer 5

The actual technical activities required as part of the execution of the ITSM process above. ITSM is utilized to ensure that any resources and effort spent performing the technical activities are optimized according to the greatest business need or reward. As these activities are technology specific (e.g., configuring application server), they will not be a focus of this book.

Question 6

Define ITSM

Answer 6

Information Technology Service Management

The implementation and the manage of quality IT services that meet the needs of the business. IT service management is performed by IT service provider through an appropriate mix of people, process, and information technology.