Service Catalog Module_7 Flashcards
True or False: Service offering life cycle, service life cycle, system life cycle, process life cycle, application life cycle, infrastructure life cycle and data life cycle are dependent but running on different schedules.
True
_________ is delivered by managing the lifecycles of the activities and resources that produce it.
Value
Customers, relationship management, portfolio management, service level management, financial management, service catalog, request management, knowledge management, incident management, release management, service desk and users are make up _____ _______ ______
Front Office Practices
PMO, architecture, security, applications, development, support, maintenance, infrastructure, hosting, storage, network, productivity, desktop hardware and software, access management and collaboration platforms are all considered _______ _________.
IT Functions
Service level managers, project management, operations team, monitoring and event management, capacity management, availability management, service asset and configuration management, cmdb, change enablement, risk management, deployment management supplier management, service owners and change managers are all part of _______ _______ _________.
Back-Office Practices
True or False - The Service catalog integrates with incident management and request fullfillment.
True
Service Catalog Integration with Incident:
_______ classification aids in incident categorization.
Service
Service Catalog Integration with Incident: A service catalog can better prioritize incidents using ________ and _______ information provided in the catalog
Business impact and service level
Service Catalog Integration with Incident: ______ and _____ escalation contacts for incidents are available in the service catalog
Business and IT
Service Catalog Integration with Request Fulfillment: Service _____ can be answered in the service catalog.
FAQs
Service Catalog Integration with Request Fulfillment: The service catalog provides a ____ platform to enable consumer access to service offerings.
publishing
Service Catalog Integration with Request Fulfillment: The service catalog enables _________, ______ and______ workflows.
streamlined, standardized and automated workflows
Service Catalog Integration with Request Fulfillment: Key _________ controls can be embedded in the service catalog like onboarding/offboarding.
Key customer controls
The service catalog serves as the key ______ tool of agreed targets such as service availability, provisioning timelines, incident response and resolution and others.
key communication tool
Service catalog integration with Service Level Management: The _______ ______ provides the available service levels for offerings.
service catalog
Service catalog integration with Service Level Management: The Service catalog can present historical ______ ______ information and access to _______ reports.
service level (information), service (reports)
Service catalog integration with Service Level Management: The service catalog makes the
service _______, support and customer contact information available.
service provider
Service catalog integration with Service Level Management: The service catalog is a key source of information when discussing service _______ and ______ with customers.
service usage and levels…
Service catalog integration with Service Level Management: The service catalog is a key source of information when discussing service _______ and ______ with customers.
usage and levels…
Service Catalog integration with Change Enablement: A service catalog ______ in routing requests are standard changes.
aids
Service Catalog integration with Change Enablement: Change Enablement uses the service catalog to evaluate the potential _____ and ______ of proposed changes.
impact and value
Service Catalog integration with Change Enablement: The service catalog ______ the policies to ensure compliance to regulator requirements
communicates
Service Catalog Integration with Service configuration management: The service catalog provides ______ _______ for mapping services to systems and components
relationship mapping
Service Catalog Integration with Service configuration management: Benefits from the change records to help keep the _____ accurate
CMDB
Service Catalog Integration with Service configuration management: Can utilize service models as part of _______ impact and _____ analysis.
business (impact) and risk (analysis).
Service catalog integration with Service Financial Management: Service Financial management uses the service catalog structure to support service ______and _______
service budgeting and costing.
Service catalog integration with Service Financial Management: _____ service cost and pricing information in the service catalog.
Publishes
Service catalog integration with Service Financial Management: Leverages ______ ________ in the service catalog to influence service demand and purchasing behavior.
service offerings
What other management practices does the service catalog integrate with
Relationship management, incident management, request fulfullment, change enablement, service level management, service configuration management and service financial management
_____ is an economic concept that expects a return on investment. Costs, which are not linked to specific results are resented.
Value
When IT organizations know they will face cuts, they frequently _____ budget requirements.
Inflate
Customer clearly see the costs, but do not understand the value of the ______ and ______
services and products
General allocation models generate feelings of taxation without _____ and results in business unit resentment and cost micromanagmeent.
representation.
True or False: Key service economic integrations include service portfolio, service catalog, budgeting and recovery and the CMDB service model.
True
As soon as you put a service in front of a customer, the first question they will ask is “________?”
How much
Money received directly from a line of business unit for services directly consumed or projects directly beneficial to the LOB (money placed on account)
Direct budget
Enterprise-good services that an internal service provider does for the benefit of the enterprise as a whole and not for individual business units.
Subsidies
One time funding for significant investments that improve an organizations effectiveness.
Ventures
True or False: A goal of service financial management is to support customer billing.
True
Catalog of services and products, service configuration management, demand forecasting service, cost model (direct, indirect and overhead), investment based budget and unit sales are all __________ subsystem for planning.
Financial
Consumption tracking, control, reporting and charbeback/show-back, dashboard for management and clients and external benchmarking are part of _______ ________ which is optional
actuals accounting
True or False: The TBM taxonomy provides a generally accepted way of categorizing and reporting IT costs and other metrics.
True
External services, hardware, software and people are fall into the ________ costs category
Direct costs
Hardward, software and facilities can fall into the _______ cost category.
Indirect cost
External services, hardware, software, people, transfer and facilities can call into the ____ costs category.
Overhead costs.
How much money is required/used to deliver a service
Full cost (provisioning value)
Setting prices based on external costing benchmarking
Market prices (external benchmark)
True or False: Challenges with customer perception and under-recovery impact direct costs only (not based on full cost of delivery)
True
% allocation of overhead costs + indirect costs + direct costs = ______
Total costs of a client-facing IT service
Costs of hardware, software, FTE, etc. that are not directly attributable to any of the IT services (i.e., HR, finance, executives, etc.) =
Overhead, Unabsorbed costs
Costs of hardware, software, FTE, etc. for services that are shared between multiple client-facing services =
Indirect Costs
Costs of hardware, software, FTE, etc. that are dedicated to the client-facing services =
Directo Costs
