Service Catalog Management Flashcards
The purpose of which practice is to provide a
single source of consistent information
on all services and service offerings,
and to ensure that it is available to the
relevant audience.
Service Catalog Management
Service Catalog Management scope:
Defining the appropriate service description
__________for the service catalog in order for the catalog to be well-structured and meet the needs of
stakeholders, including the agreed mandatory
attributes and relationships.
Structure
True or False: The request catalog is a view of the service
catalog that provides details on service requests for existing and new services and is made available for the user.
True
True or False: The service catalog is part of the service portfolio
True
What do these elements comprise?
1) Name of Service
2) Service Relationships
3) Service Offerings
4) Goods, Access to Resources and Service actions
5) Products
6) Resources
Anatomy of a service
True or False: Service providers present services as service offerings.
True
A service ___________ is a description of one or more services, based on one or more products, designed to address the
needs of a target consumer group
offering
True or False; The visible part of a product is described in one or more service offerings addressing the needs of potential service consumers
True
Service offerings may include _________, access to resources, and service actions
Goods, access to resources and service actions
True or False: For existing customers, a service
catalog provides a view on the services being consumed and the agreements associated with them. These views are
based on the stakeholder’s role within the customer organization
True
True or False: Service offerings are often presented in a
service catalog for potential customers.
True
True or False: The top level of the CMDB configuration data model should match the IT services defined in the service catalog
True
What are these examples of:
Application-Based services Hosting Services Desktop Services Shared Services IT Professional Services
Examples of Service Categories
The __________ is the presentation of structured information about all the services and service offerings of a service provider, relevant for a specific target audience
Service Catalog
The service catalog the strategic and _______ tool for the customer and IT service provider.
tactical
Service Catalog Management activities:
1) Publish
2) Edit
3) Maintain
Service and product descriptions and their related offerings
True or False: The service catalog provides a view on the scope of what services are available, and on what terms.
True
Service Catalog Drivers: Customer perspective
A service catalog provides customers with a comprehensive view of IT services described in terms of ________ value and cost benefits
Business
Service Catalog Drivers: IT Service Provider
True or False: Services are vital to successful IT Service Management, even in early initiatives
True
3 requirements for an effective service catalog
- Clear definitions of the services provided
2 Identification of the components and resources underpinning the services
3 Identification of the costs associated with
the service and/or service offerings
True or False:
What is not defined cannot be controlled.
What is not controlled cannot be measured.
What is not measured cannot be improved
True
A service catalog must be ___________ and ________.
Actionable and easy to use
A service catalog must present _______ and _____ with what they need and in their value context and terms.
Customers and users
A service catalog must include ______ - ______ information.
sought-after
A service catalog must be the ________ source of information about services.
Trusted
A service catalog must evolve with the customer to include new_______ and enhanced_______.
new offerings and enhanced outcomes
Service Catalog Success Factor #1: Used ______ as a key tool by the customer and IT
daily
Service Catalog Success Factor #2: A service catalog is a central _______ for request ordering and provisioning.
portal
Service Catalog Success Factor #3: The service catalog is a medium for ________ and _________ between IT and its customers.
communications and coordination
Service Catalog Success Factor #4: Referenced and used in customer ________ ________.
demand planning
Service Catalog Success Factors #5: Reduces the number of _________ SLAs with customers
discrete
Service Catalog Success Factor #6: A service catalog must _________ call volumes to the service desk
reduce
Service Catalog Success Factor #7: A service catalog is a key ________ to many ITSM processes.
key input
Service Catalog Success Factor #8: A service catalog is
common part of the language of the ________ and IT
customer
Service Catalog Management Practice Scope:
Capturing the service information and keeping it
up to date, ensuring the ______ of data in the
service catalog
quality
Service Catalog Management Practice Scope:
Defining the different tailored _______ of the service
catalog for the relevant groups of stakeholders
and once agreed, implementing the views and
changes to the service catalog structure
views
Service Catalog Management Practice Scope:
Publishing the service catalog and managing
different views for different _________
Stakeholders
A service catalog is a bridge between the
cultures and language of the service _______
and service provider
Consumer
The ______ ________ is a cornerstone
managing the business of IT
service catalog
A service catalog is a method of clearly _________ the value IT provides
communicating
A service catalog is a way to reinforce
‘outside-in’ thinking and a _________ -oriented
service culture
customer-oriented
A service catalog is possibly the ________
service level agreement
master
A service catalog is an _________ of demand management
enabler
Service Catalog Drivers: Customer perspective
A service catalog can support of business budget planning and
________,
Forecasting
Service Catalog Drivers: Customer perspective
A service catalog is a single customer view of
internal and _______ providers
External
Service Catalog Drivers: Customer perspective
A service catalog is a consolidation of _________ service
offerings
duplicate
Service Catalog Drivers: Customer perspective
A service catalog is a translation of _________
into business services
Technology
Service Catalog Drivers: Customer perspective
A service catalog leads to significant ________ in
customer satisfaction
gains
Service Catalog Drivers: IT Service Provider
A service catalog is a _______ comprehensive source of information for all provided services available to customers, users, and IT
single
Service Catalog Drivers: IT Service Provider
A service catalog is the translation of _________ complexities into business value
technical
Service Catalog Drivers: IT Service Provider
A service catalog is rationalized services, a supplier optimized ________ and a controlled consumption
investment
Service Catalog Drivers: IT Service Provider
True or False: A service catalog offers managed and standardized fulfillment
True
Service Catalog Drivers: IT Service Provider
A service catalog can offer ________ transparency
Financial
Service Catalog Drivers: IT Service Provider
A service catalog offers IT ________, processes, services, and systems that are aligned with the organization’s strategy, processes, services, and products
Strategy
Service Catalog Drivers: IT Service Provider
A service catalog has the ability to meet legislation and _______ requirements
regulatory
Service Catalog Drivers: IT Service Provider
A service catalog has the ability to account for and reduce ____ while maintaining the service levels required by the organization
costs
Service Catalog Drivers: IT Service Provider
A service catalog has an ability to manage business risk through IT governance ________ to support enterprise governance
principles
