Practise Exam 5 Flashcards
What is the definition of service management?
- A set of specialized organizational capabilities for enabling value to customers
- The means by which an organization is directed and controlled
- A method for visualizing work, identifying potential blockages and resource conflicts, and managing work in progress.
- 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.
1 - A set of specialized organizational capabilities for enabling value to customers
Service management is a set of specialized organizational capabilities for enabling value to customers in the form of services.
Identify the missing word(s) in the following sentence.
A user is a person who uses [?].
- Products
- Services
- Functionality
- Outputs
2 - Services
A user is a person who uses services.
What is the definition of a change?
- The addition, modification, or removal of anything that could have a direct or indirect effect on services.
- An unplanned interuption to a service or reduction in the quality of a service
- A cause, or potential cause, of one or more incidents.
- An issue that has been analyzed but has not been resolved
1 - The addition, modification, or removal of anything that could have a direct or indirect effect on services.
A change is the addition, modification, or removal of anything that could have a direct or indirect effect on services.
What is defined as a cause, or potential cause, of one or more incidents?
- Changes
- Known Errors
- Problem
- Events
3 - Problem
A problem is a cause, or potential cause, of one or more incidents.
What is the purpose of the ‘IT asset management’ practice?
- Ensuring that services achieve agreed and expected performance levels, satisfying current and future demand in a cost-effective way.
- Planning and managing the full lifecycle of all IT-assets
- Ensuring that services deliver agreed levels of availability or that change can be assessed.
- Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.
2 - Planning and managing the full lifecycle of all IT-assets
IT asset management is the practice of planning and managing the full lifecycle of all IT assets.
What is the purpose of the ‘continual improvement’ practice?
- Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.
- Minimizing the negative impact of incidents by restoring normal service operations as quickly as possible
- Aligining an organizations practises and services with changing business needs through the ongoing identification and improvement of all elements involved in the effective management of products and services.
- Ensuring that risks are properly assessed, authorizing changes to proceed and managing a change schedule in order to maximize the number of successful IT changes.
3 - Aligining an organizations practises and services with changing business needs through the ongoing identification and improvement of all elements involved in the effective management of products and services.
Continual improvement is the practice of aligning an organization’s practices and services with changing business needs through the ongoing identification and improvement of all elements involved in the effective management of products and services.
What is defined as the practice of protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information?
- Information security managment
- Availability management
- Service continuity management
- Change enablement
1 - Information security managment
Information security management is the practice of protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information.
What is defined as the 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?
- Supplier management
- Service level management
- Capacity and performance management
- Monitoring and event management
1 - Supplier management
Supplier management is the 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.
Identify the missing word in the following sentence.
[?] management is the practice of reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
- Availability
- Event
- Incident
- Problem
4 - Problem
Problem management is the practice of reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
Dion Training has outsourced the development of a mobile application to support their students’ learning while on the go. Instead of paying a fixed-fee for the development though, Dion Training has negotiated with the developers to instead pay them a royalty fee for each student who logs into the service through their smartphone app. To control costs, Dion Training has decided to only allow students on their higher membership levels to be given access to the application. Which of the following terms best describes the activities performed by Dion Training in this example?
- Service offering
- Service relationship management
- Service provision
- Service Consumption
4 - Service Consumption
Service consumption refers to the activities performed by an organization to consume services, which includes the management of the consumer’s resources needed to use the service, service use actions performed by users, and may include the receiving (acquiring) of goods.
What term best describes a service that is ‘fit for purpose’?
- Warranty
- Output
- Utility
- Outcomes
3 - Utility
Utility is defined as the functionality offered by a product or service to meet a particular need. When a service has utility, it is referred to as ‘fit for purpose’.
Fill in the blank.
A(n) [?] is a result for a stakeholder enabled by one or more outputs.
- Utility
- Warranty
- Value
- Outcome
4 - Outcome
An outcome is “a result for a stakeholder enabled by one or more outputs”. The definition of a service describes how the value of a service enables value co-creation by facilitating outcomes that customers want to achieve.
Fill in the blank.
A guiding principle is defined as a(n) [?] that can guide an organization in all circumstances and will guide organizations when adopting service management.
- Mandatory actions
- Prescriptive requirements
- Governance
- Recommendations
4 - Recommendations
A guiding principle is defined as a recommendation that can guide an organization in all circumstances and will guide organizations when adopting service management. They are not described as prescriptive or mandatory.
Fill in the blank. According to the guiding principles, “Everything that the organization does needs to map, directly or indirectly, to [?] for the stakeholders.
- Value
- Outcomes
- Outputs
- Utility
1 - Value
According to the guiding principle of ‘focus on value’, “Everything that the organization does needs to map, directly or indirectly, to value for the stakeholders.
Which guiding principle says that the current state should be investigated and observed directly to make sure it is fully understood before you attempt to create a brand new service or process?
- Optimize and automate
- Progress iteratively with feedback
- Start where you are
- Focus on value
3 - Start where you are
The ‘start where you are’ guiding principle says that the current state should be investigated and observed directly to make sure it is fully understood before you attempt to create a brand new service or process. There is usually something in the existing service or process that can be reused, saving you time, effort, and resources.
Which guiding principle recognizes the complexity of a system and seeks to understand the relationships between the various components that make up a service?
- Keep it simple and practical
- Think and work holistically
- Optimize and automate
- Collaborate and promote visibility
2 - Think and work holistically
The guiding principle ‘think and work holistically’ recognizes the complexity of a system and seeks to understand the relationships between the various components that make up a service. This is because services are delivered to internal and external service consumers through the coordination and integration of the four dimensions of service management and, therefore, requires you to think about a service from end-to-end by understanding how an organization can work together in an integrated way to achieve the desired objectives.