Key Concepts of Service Management

Question 1

What is used to create a product portfolio?

Answer 1

Organizational Resources- this includes employees, equipment, suppliers, and networks.

Question 2

The benefits, usefulness, or importance of something is

Answer 2

Value

Question 3

People or organizations involved with a service provider, product, service, or practice. For example, employees, Customers, and suppliers. Are.

Answer 3

Stakeholders

Question 4

A person or a group of people that use resources, such as employees, equipment, or anything the company needs to create a product and service for customers is

Answer 4

Organization or service provider

Question 5

People or organizations involved with service providers, products, SERVICES or practices. “ skin in the game.”

Answer 5

Stakeholder

Question 6

This is a person/group of people that use resources, such as employees, equipment, or anything the company needs to create a product and service for Customers

Answer 6

Organization

Question 7

Range of products the company offers

Answer 7

Product portfolio

Question 8

Range of services the company offers

Answer 8

Service portfolio

Question 9

Organizations capability of creating services that add value for the customer

Answer 9

Service management

Question 10

The service relationship jointly manage to ensure value is cocreated for services offered

Answer 10

Service Relationship Management

Question 11

Activities the organization uses to provide services to customers, managing all providers, resources, access to use a resources, and defining previously agreed upon terms to resolve incidence

Answer 11

Service provisions

Question 12

What are the four dimensions of service management?

Answer 12

1. Organization and people.
2. Technology and information.
3. Partners and suppliers.
4. Value stream and processes.

Question 13

What does PESTLE stand for

Answer 13

Political, economic, social, technology, legal, and environmental

Question 14

What are the seven guiding principles of creating value? (FSPCTKO)

Answer 14

1. Focus on value.
2. Start where you are.
3. Progressive iterative with Feedback.
4. Collaborate and promote visibility.
5. Thank and work holistically.
6. Keep it simple and practical.
7. Optimize and automate.

Question 15

Control system that organizations use when they need a new direction to achieve objectives. It is the second component.

Answer 15

Governance

Question 16

What is an interconnecting activity that adds to the IT service lifecycle it is used to deliver the products or services that create the most value

Answer 16

Service value chain

Question 17

What are the six value chain activities?

Answer 17

1. set a vision of the organization + goals =PLAN
2. ensure all products, SERVICES, and practices = IMPROVE
3. Engage stakeholders needs
   4.Product, services, high value meet stakeholders expectations= Design + Transition
4. Deliver and support services

Question 18

What is the role of the sponsor?

Answer 18

Set the budget for service consumption

Question 19

Which of the following is not a general management practice?

Answer 19

I see asset management that’s because I see asset management is a service management practice not a general one

Question 20

What is a service desk

Answer 20

The main contact point to get IT SUPPORT

Question 21

What is change control

Answer 21

It contributes to controlling changes that are implemented during continual improvement

Question 22

What is IT asset management

Answer 22

The management of all processes and methods that safeguard company assets

Question 23

What is monitoring an event management?

Answer 23

Looking for problems in a managed environment that could cause an incident in the future.

Example data center with temperature monitoring. When the data center go out there temperature parameters it causes an incident in the form of a data center failure however, with monitor in an event management you can keep a close eye on those temperatures. This process can lead to actions if irregularities are fail. While monitoring an event management can be time consuming, there are many tools and automations that can make this job a little easier. 

Question 24

Proactive problem management ultimately becomes a part of which of the following

Answer 24

Continual service improvements

Proactive problem management begins as part of service operations, but continues to be a part of the Continual Service Management