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Service Catalog > Service Catalog Module_4 > Flashcards

Service Catalog Module_4 Flashcards

1
Q

4 parts of the Service Definition overview:
1 Discover the desired ________
2 Identify business processes and _______
3 Identify supporting IT systems
4 Agree on a service definition

A

1 outcome
2 deliverables
3 Identify supporting IT systems
4 Agree on a service definition

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2
Q

Steps for defining a service

  1. ___________
  2. Plan interviews
  3. Conduct ________ and collect data
  4. Analyst/collate findings and create service _______
  5. Create ________ offerings
  6. Establish service cost and ________
A
  1. Prepare
  2. Plan interviews
  3. Conduct interviews and collect data
  4. Analyst/collate findings and create service descriptions
  5. Create service offerings
  6. Establish service cost and price
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3
Q

True or false: Defining your services is a project

A

True

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4
Q

What happens during the prepare step (defining services)

1 Determine _______
2 Identify and _______ required activities
3. Identify ______ resources
4. Find an organization chart

A

1 Determine scope
2 Identify and document required activities
3. Identify necessary resources
4. Find an organization chart

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5
Q

True or false: The following resources might be necessary when completing the planning stage of defining a service:

  1. Project lead/manager
  2. Service catalog process owners
  3. Service level process owners
  4. Service catalog process managers
    5 Service level process managers
  5. Service owners
A

True

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6
Q

5 parts to planning interviews for defining services

  1. Identify major _______ areas in scope
  2. Identify process ______ groups
    3 Identify ______ representatives
  3. Develop an interview ________
  4. Plan and schedule ______
A
  1. Identify major business areas in scope
  2. Identify process work groups
    3 Identify business representatives
  3. Develop an interview instrument
  4. Plan and schedule interviews
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7
Q

Example interview question:

What ______/______are undertaken by the business function?

A

processes/activities

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8
Q

Example Interview Question:
What are the outcomes or _________ achieved by each
process/activity?

A

deliverables

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9
Q

Example Interview Question: What _______/________ are

used in these processes/activities?

A

IT Systems/applications

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10
Q

Example Interview Question: Which system/application features,
________, or attributes are used.

A

functions

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11
Q

Example Interview Question:

How would the customer describe _________ in the process/activity?

A

Success

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12
Q

Example Interview Question:
What is the _________ to the business if the system/ application is
not available

A

risk

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13
Q

Components of a Sample Interview Instrument:

Customer Business/Customer Overview:

  1. The name of t_______ business/customer area and the associated major organizational group
  2. A b____ description of the business/customer area
A

 The name of target business/customer area and the associated major organizational
group
 A brief description of the business/customer area

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14
Q

Components of a Sample Interview Instrument

The supporting processes and Measures of Success includes the following information:

  1. ____-level descriptions of the major business/customer processes
  2. Outcome or __________ for each process
  3. A description of the key success measures used by the business/customer to measure and monitor the processes ______ and deliverables
A
  1. High-level descriptions of the major business/customer processes
  2. Outcome or deliverable for each process
  3. A description of the key success measures used by the business/customer to measure and monitor the processes outcomes and deliverables
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15
Q

Components of a Sample Interview Instrument

Which section includes the following information:

  1. Name the IT system(s)/application(s) used by the business/customer to perform the
    process to create the outcome or deliverable
  2. Describe the function (utility) performed by the IT system or application supporting a
    specific process outcome or deliverable
A

IT Utility

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16
Q

Components of a Sample Interview Instrument

The service name and description section captures the following information:

  1. Document a label (________) capturing the nature of the service provided to the business/customer
  2. Describe the ‘______ to______’ service currently in use or required by the business/customer
A
  1. Document a label (short name) capturing the nature of the service provided to the
    business/customer
  2. Describe the ‘end-to-end’ service currently in use or required by the business/customer
17
Q

Components of a Sample Interview Instrument

The Service Requirements sections captures the following information:

  1. Any specific utility and warranty requirements, in ________terms, that the business/customer has for the service (e.g., functionality, service hours, security, service availability, throughput, recovery, etc.
A

business

18
Q

Components of a Sample Interview Instrument

The Service Success Metric section captures the following information:

  1. Describe at least ______ ‘business-defined success’ measurement for the service that
    supports successful outcomes or deliverables of the business process
A
  1. one
19
Q

Components of a Sample Interview Instrument

The Underpinning/Supporting services captures the following information

  1. The ____________ services necessary to deliver the service and meet service requirements
A
  1. Underpinning
20
Q

Name the sections of a sample interview instrument

1 Customer Business Overview
2 Supporting processes and \_\_\_\_\_\_\_\_\_ of success
3 IT Utility
4 Service Name and \_\_\_\_\_\_\_\_
5 Service requirements
6 Service Success \_\_\_\_\_\_\_
7 \_\_\_\_\_\_\_\_/Supporting Services
A 
1 Customer Business Overview
2 Supporting processes and measures of success
3 IT Utility
4 Service Name and Description
5 Service requirements
6 Service Success Metrics
7 Underpinning/Supporting Services
21
Q

The ______ of the conducting interviews is to clearly identify and document business processes, their outcomes, the supporting IT utility, and business-defined success measures.

A

goal

22
Q

Explain the interview process:

A
  1. Interview key customer/user leaders
  2. Use service teams of 2-3 people to conduct the interview
  3. Document the results in an interview instrument.
23
Q

Two characteristics should an interview team have?

  1. A demonstrated capability to ________ structured interviews
  2. An understanding of the business and technology _______
A
  1. A demonstrated capability to conduct structured interviews
  2. An understanding of the business and technology arenas.
24
Q

What are the steps to Analyze/Collate Findings and Create Service Descriptions?

  1. Identify ________ used, and describe
    what each is doing to support business
    outcomes.
  2. Distill this down to a _______description
  3. ________ like-kind services and condense them into a single description
  4. Combine _______ if necessary
  5. Map the IT service list to ______ processes
  6. Map the IT service list to IT ________ and key components,
A

Identify applications used, and describe
what each is doing to support business
outcomes.
Distill this down to a short description
Group like-kind services and condense them into a single description
Combine services if necessary
Map the IT service list to business processes
Map the IT service list to IT systems and key components,

25
Q

How do you create a service offering:

  1. Assign the role of service ________ for each service
    2 Use the previously defined services as ingredients to create compelling offerings that customers want to _____.
  2. Fully name and describe offerings in terms of the business value, benefits, and _______ provided.
  3. Identify the differentiating characteristics and ______
  4. Agree to default service levels and service level options.
    6 Establish an offering price and utilization measures
  5. Determine business-focused performance metrics.
    8 Document the appropriate supporting services.
A
  1. Assign the role of service owner for each service
    2 Using the previously defined services as ingredients, create
    compelling offerings that customers want to buy.
  2. Fully name and describe offerings in terms of the business value, benefits, and outcomes provided.
  3. Identify the differentiating characteristics and attributes.
  4. Agree to default service levels and service level options.
    6 Establish an offering price and utilization measures
  5. Determine business-focused performance metrics.
    8 Document the appropriate supporting services.
26
Q

Elements of a service offering (good, access to resource, service action):

  1. Benefit - _______ delivered to the customer
  2. Service level - acceptable ______ level options
  3. Costs/Entitlements/Constraints - details related to requesting and provisioning.
A
  1. Benefit - value delivered to the customer
  2. Service level - acceptable service level options
  3. Costs/Entitlements/Constraints - details related to requesting and provisioning.
27
Q

A supporting IT service should be a visible and linked component to a service offering when:

  1. Its cost is a meaningful percentage of the offering cost
  2. Its cost is variable or optional and impacts service delivery
  3. The surfacing of the supporting service addresses a frequent
    question or common concern of the customer
  4. The supporting service is required by _______ regulation, or compliance
  5. An alternative offering includes it
  6. It will help to explain differentiation from a competitor
A
  1. law

Service Catalog (11 decks)

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