Purposes

Question 1

create value for stakeholders.

Answer 1

The purpose of an organization

Question 2

to ensure a shared understanding of the vision,
current status, and improvement direction for all four dimensions and all products and services
across the organization.

Answer 2

The purpose of the plan value chain activity

Question 3

to ensure continual improvement of

products, services, and

Answer 3

The purpose of the improve value chain activity

Question 4

to provide a good understanding of

stakeholder need

Answer 4

The purpose of the engage value chain activity

Question 5

to ensure that products and

services continually meet stakeholder expectations for quality, costs, and time to market.

Answer 5

The purpose of the design and transition value chain activity

Question 6

to ensure that service components are

available when and where they are needed, and meet agreed specifications.

Answer 6

The purpose of the obtain/build value chain activity

Question 7

to ensure that services are

delivered and supported according to agreed specifications and stakeholders’ expectations.

Answer 7

The purpose of the deliver and support value chain activity

Question 8

to align the organization’s practices and
services with changing business needs through the ongoing improvement of products,
services, and practices, or any element involved in the management of products and services.

Answer 8

The purpose of the continual improvement practice

Question 9

to protect the information
needed by the organization to conduct its business. This includes understanding and managing
risks to the confidentiality, integrity, and availability of information, as well as other aspects of
information security such as authentication (ensuring someone is who they claim to be) and
non-repudiation (ensuring that someone can’t deny that they took an action).

Answer 9

The purpose of the information security management practice

Question 10

to establish and nurture the links
between the organization and its stakeholders at strategic and tactical levels. It includes the
identification, analysis, monitoring, and continual improvement of relationships with and
between stakeholders.

Answer 10

The purpose of the relationship management practice

Question 11

to ensure that the organization’s
suppliers and their performances are managed appropriately to support the seamless
provision of quality products and services. This includes creating closer, more collaborative
relationships with key suppliers to uncover and realize new value and reduce the risk of failure.

Answer 11

The purpose of the supplier management practice

Question 12

to maximize the number of successful
service and product changes by ensuring that risks have been properly assessed, authorizing
changes to proceed, and managing the change schedule.

Answer 12

The purpose of the change enablement practice

Question 13

to minimize the negative impact of

incidents by restoring normal service operation as quickly as possible.

Answer 13

The purpose of the incident management practice

Question 14

to plan and manage the full lifecycle of all
IT assets, to help the organization:
• maximize value
• control costs
• manage risks
• support decision-making about purchase, re-use, retirement, and disposal of assets
• meet regulatory and contractual requirements.

Answer 14

The purpose of the IT asset management practice

Question 15

to systematically observe
services and service components, and record and report selected changes of state identified
as events. This practice identifies and prioritizes infrastructure, services, business processes,
and information security events; it also establishes the appropriate response to those events,
and conditions that indicate potential faults or incidents.

Answer 15

The purpose of the monitoring and event management practice

Question 16

to reduce the likelihood and impact of
incidents by identifying actual and potential causes of incidents, and managing workarounds
and known errors.

Answer 16

The purpose of the problem management practice

Question 17

to make new and changed services and

features available for use.

Answer 17

The purpose of the release management practice

Question 18

to ensure that accurate and
reliable information about the configuration of services, and the CIs that support them, is
available when and where it is needed. This includes information on how CIs are configured
and the relationships between them.

Answer 18

The purpose of the service configuration management practice

Question 19

to make new and changed services and

features available for use.

Answer 19

The purpose of the release management practice

Question 20

to capture demand for incident resolution and
service requests. It should also be the entry point and single point of contact for the service
provider with all of its users.

Answer 20

The purpose of the service desk

Question 21

to set clear business-based targets
for service levels, and to ensure that delivery of services is properly assessed, monitored, and
managed against these targets.

Answer 21

The purpose of the service level management practice

Question 22

to support the agreed quality of a
service by handling all pre-defined, user-initiated service requests in an effective and userfriendly
manner.

Answer 22

The purpose of the service request management practice

Question 23

to move new or changed hardware,
software, documentation, processes, or any other component to live environments. It may
also be involved in deploying components to other environments for testing or staging.

Answer 23

The purpose of the deployment management practice