Part 1 Flashcards
What is a Product ?
A product is a configuration of resources, created by the organization, that will be potentially valuable for their customers.
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A configuration of an organization’s resources designed to offer value for a consumer.
What is a Service ?
A) A result for a stakeholder enabled by one or more outputs
B) A configuration of an organization’s resources designed to offer value for a consumer
C) A means of enabling value co creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks
D) An offering designed to address the needs of a target consumer group or groups
C) “A service is a means of enabling value co creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks.”
What is a Customer ?
A person who pays for the commodity or the delivery that they’re getting.
Who is a User ?
A person who uses services. ( The Customer may or may not be a user of the Commodity/Service )
Who is a Sponsor ?
A person who authorizes budget for service consumption.
What is an Organnisation ?
An organisation is a person or a group of people that has its own functions with responsibilities, authorities and relationships to achieve its objectives. (A company, an institution, or an individual)
What is a Service Value Chain
A set of interconnected activities that an organization performs to deliver a valuable product or service to its consumers
What are the six activities in the service value chain which represent the steps an organisation takes in the creation of value
Plan Engage Design and Transition Obtain/Build Deliver and Support Improve
What is the goal of the Monitoring and Event Management practice ?
To observe services and componets, and to recored any chnages in thier state. ( purpose statement )
We want to make sure that we can monitor what is happening in our infrastructure in our services and that we can actually make sense of those things. When something is happening, we need to categorise those events and we need to make sure that we understand what to do with those.
It could be informational or warning type of events , but it could also be exceptions.
-(identifying what services, systems, CIs, or other service components should be monitored, and establishing the monitoring strategy)
(establishing and maintaining thresholds and other criteria for determining which changes of state will be treated as events, and choosing criteria to define each type of event : informational, warning, or exception)
(establishing and maintaining policies for how each type of detected event should be handled to ensure proper management)
What practice would we be looking at if we were looking to protect the information that an organisation needs for business
the information security management practise
What is the practise to restore normal service operation as soon as possible
Incident Management Practise
You have been tasked with the setup of an internal service desk in a small company you work for.
Ensuring that the right tools and applications will be used by the team is a consideration of which service management dimension?
Information and Technology
Because that is what it is about exactly this.
It’s about understanding what Technology, what Tools, and what information we need to be able to run or make our new initiative work.
If we want to build up a new services, we need to think about.
All the tools
the computers.
information you know, like building up a knowledge base
which tool to use for building up a knowledge base
how to handle incoming calls
what type of phones we want to have, which type of video and audio conferencing software do we want to use? And so on.
A report or metric that serves as a starting point against which progress or change can be assessed.
Baseline
Service Management is a set …
Service Management is a set of specialized organisational capabilities for enabling value to cutomers in the form of services.
Which is the best description of the role of a customer?
A) The role that uses a service
B)The role that takes responsibility for the outcomes of the service consumption and defines the requirements of a service
C)The role that occurs when providing services to consumers
D)The role that authorizes budget for service consumption
C)The role that occurs when providing services to consumers
Which is the correct definition of value?
A) The perceived benefits, usefulness and importance of something
B) What the customer says they require
C) The quality, costs and time to deliver a product or service
D) The service provider view of the cost involved in delivering the service
A) The perceived benefits, usefulness and importance of something
Which of these is NOT a recognised type of change?
A) Normal
B) Emergency
C) Standard
D) Urgent
D
An urgent change is not a recognised change type in ITIL.
Any changes needing ‘urgent’ authorisation are recorded as emergency changes.
Standard and normal changes are recognised change types.
What is the best definition of a service desk?
A) A practice focused on setting clear business-based targets for service levels
B) The single point of contact for the service provider with all its users
C) The practice that moves new or changed components in to live environments
D) The service desk is always a physically co-located team, which users contact to get help
B) The single point of contact for the service provider with all its users
Notes:
the service desk practice provides a single point of contact for all users it can be physical or virtual.
(a) practice of service level management
(c) practice of deployment management
What is a stakeholder?
A) A person or organization that has an interest in an organization, product, service or practice
B) The role that is accountable for the delivery of a specific service
C) The role undertaken when someone takes on responsibility for providing services used by an organization
D) The role that uses a service
A) A person or organization that has an interest in an organization, product, service or practice
Notes:
(d) - Role of a user
(c) - role of a Service Provider
(b) - role of Service Owner
Which is the BEST definition of service management?
A) The way services are delivered to customers
B) The way services are designed, transitioned and operated
C) The functions, procedures and processes used to deliver services to the consumers
D) A set of specialized organizational capabilities for enabling value for customers in the form of services
D) A set of specialized organizational capabilities for enabling value for customers in the form of services
Notes:
(a) this is a good answer but misses the “enablement of value through services” focus of service management
(b) is too focused on the outputs. It misses the “enablement of value through services” focus of service management
What is a process?
A) A process is the provision of a solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available
B) A process takes a defined set of inputs and transforms them into defined outputs
C) A process is a series of steps an organization undertakes to create and deliver products or services to consumers
D) A process is a detailed description to be followed in order to perform an individual activity
C) A process is a series of steps an organization undertakes to create and deliver products or services to consumers
Notes:
(a) - is a workaround
(b) - is the defintion of a value stream
(d) - is a work instruction
Which is a key focus of the ‘value streams and processes’ dimension?
A) Knowledge bases
B) Roles and responsibilities
C) The activities the organization undertakes and how they are organised
D) Information created, managed and used in the course of service provision
D) Information created, managed and used in the course of service provision
Notes :
Activities, workflows, controls and procedures are a key focus of the ’value streams and processes’ dimension
Which dimension includes the knowledge needed for the management of services?
A) Organizations and people
B) Information and technology
C) Partners and suppliers
D) Value streams and processes
B) Information and technology
Notes:
How knowledge is protected, managed, archived and disposed of is an active part of the considerations of the ‘information and technology’ dimension
Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services?
A) Organizations and people
B) Information and technology
C) Partners and suppliers
D) Value streams and processes
C) Partners and suppliers
Notes:
A key focus of the ‘partners and suppliers’ dimension is building and maintaining relationships with other organizations involved in any aspect of service provision
