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CCC-PCSM > Module 2 > Flashcards

Module 2 Flashcards

1
Q

Cloud computing is seen as a

NEW

A

way of delivering

computing resources

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2
Q

Cloud service management is an EXTENSION of

A

the
management of IT
services.

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3
Q

Cloud computing is

NOT

A

new technology.

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4
Q

Service management
principles and good
practices are not

A

new concepts

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5
Q

Cloud computing is described

A

as a business model

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6
Q

Purpose of Cloud Service Management

A 
Establish appropriate methods for
the management and operation of
cloud-based services.
Embed cloud service management
practices into existing IT
development and support structures.
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7
Q

Scope of Cloud Service Management

A 
Oversee the design, development,
and transition of cloud-based
services.
Management and operation of
cloud-based services.
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8
Q

Cloud Computing—Features

A

scalable
elastic IT
delivered using Internet technologies.

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9
Q

Five essential operational Characteristics

A 
On-Demand Self Service
Measured Service
Broad Network Access
Resource Pooling
Rapid Elasticity
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10
Q

What is Scalability

A

It is the ability to adapt to changing needs or demands of an organization’s workloads. In an organization, workloads generally increase during peak periods and decrease during off-peak periods (nights, weekends, and holidays).

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11
Q

Three Cloud service Models

A

SaaS - Software / Applications
PaaS - Platform / Software Components
IaaS- Infrastructure/
Servers, Computing Resources

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12
Q

Four Cloud Deployment Models

A

Private
Public
Hybrid
Community

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13
Q

Cloud Computing Business Benefits

A

Easier platform to start business innovation initiatives, often enabled by readily available cloud services

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14
Q

Value to the Business from Cloud Computing

A

Reduces IT ownership
Reduces IT overcapacity
Has economies of scale
Increases capability of IT

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15
Q

How Cloud Computing is changing IT

A

Service brokering and changes to managing demand are two examples of how cloud computing is changing the management and delivery of IT

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16
Q

Service Brokering

A

business related role focusing on negotiation and agreement regarding buying cloud computing and cloud-based services from cloud service providers

17
Q

Demand Management

A

IT is expected to be flexible and able to meet quick changes in demand

18
Q

CLoud Contracts

A

Each third-party provider will have different SLA, terms and conditions, and response or resolution times. Some willnot provide resolution guarantee times Cloud service providers may not allow IT to alter the terms of the contract with them.

19
Q

Cloud Computing—Federated service

A

Interconnecting the cloud services, cloud computing, and traditional IT services to create a customer service.

20
Q

ServICe perspeCtIves

A

Consumer Perspective
Business Perspective
IT Perspective

21
Q

Consumer Perspective

A 
— Social interaction
— Visual media
— Uploading images
— Instant communication
— Availability—24 x 7 x 365
22
Q

Business perspective

A

— Revenue $$$/profit
— Increased customer numbers (customer acquisition)
— Providing what customer wants
— Applications used to manage customer transactions and interactions

23
Q

Outside-In thinking

A

place the customer at the centre of what the organization does and look at what the organization does from
a customer perspective.

24
Q

Outside-In Thinking Benefits

A

Outside-in thinking results in reduced complaints, increased satisfaction, increased referrals, increased repeat purchase,improved ease of doing business,and less eroded customer base.

25
Q

Inside-out thinking

A

focusing just on processes, improving productivity and internal activities

26
Q

Service Management

A

concerned with the end-to-end provision of services.

27
Q

Examples of ItsM practices

A

ITIL
USMBOK
ISO/IEC: 20000

CCC-PCSM (3 decks)

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