Practice exam paper

Question 1

name some ways that change can spawn from:
* service operation
* service strategy
* continual service improvement (CSI)

Answer 1

Service management is very much about change, and change can originate from various stages of the service lifecycle:

Service Operation
* Routine Operations: During routine operations, opportunities for service improvement might be identified.
* Incidents: An incident might prompt a change to the service to prevent future occurrences or to improve the response.

Service Strategy
* Market Analysis and Business Needs: New market trends or business requirements may necessitate changes in service offerings.
* Service Portfolio Management: Decisions to add, modify, or retire services are made to align with business goals and market demands.

Continual Service Improvement (CSI)
* CSI Approach: The CSI approach might create a new vision for the service, aiming for alignment with evolving business objectives.
* 7-Step Improvement Process:This process might identify enhancements while taking measurements and analyzing service performance data.

All changes and enhancements will require a Request for Change (RFC) document to be submitted to the Change Advisory Board (CAB) for evaluation and approval.

Question 2

describe the service strategy process Strategy Management for IT Services

Answer 2

Strategy management for IT services involves setting the vision for the company and ensuring that services align with that vision. The vision outlined here impacts the Continual Service Improvement (CSI) approach. Any service improvement plans from CSI are filtered by strategy management to ensure alignment with the company’s vision.

Question 3

describe the service strategy process Service Portfolio Management

Answer 3

Service portfolio management decides the fate of all services within the business. The service portfolio categorizes services into three states:

1. Service Pipeline: Services that are planned, under development, or considered as possible future services.
2. Service Catalogue: Services that the business currently manages and offers.
3. Retired Services: Services that are no longer available.

Service portfolio management considers:
* Business Aspirations: Identified in the strategy management process.
* Business Cases: Developed or updated in the financial management process.
* Insights: Gained from business relationship management and demand management processes.