More Practice

Question 1

Relationship Management

Answer 1

Practice of establishing and nurturing links between an organization and it’s stakeholders at strategic and tactical levels.

Question 2

Release Management

Answer 2

Practice of making new and changed services and features available for use.

Question 3

Service Configuration Management

Answer 3

Practice of ensuring that accurate and reliable information about the configuration of services and the items that support them, is available when and where needed.

Question 4

Service Level Management

Answer 4

Practice of setting clear business-based targets for service performance so that the delivery of the service can be properly assessed, monitored and managed against these targets.

Question 5

Service Request Management

Answer 5

Practice of supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.

Question 6

Supplier Management

Answer 6

Practice of ensuring that an organization’s suppliers and their performance levels are managed appropriately to support the provision of seamless quality products and services.

Question 7

Service Level Agreement (SLA)

Answer 7

Documented agreement between a service provider and a customer that identifies services required and the expected level of service.

Question 8

Service Desk

Answer 8

Practice designed to capture demand for incident resolution and service requests.

Question 9

Configuration Item (CI)

Answer 9

Any component that needs to be managed in order to deliver an IT Service.