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Service Catalog > Service Catalog Module_7 > Flashcards

Service Catalog Module_7 Flashcards

1
Q

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.

A

True

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2
Q

_________ is delivered by managing the lifecycles of the activities and resources that produce it.

A

Value

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3
Q

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 _____ _______ ______

A

Front Office Practices

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4
Q

PMO, architecture, security, applications, development, support, maintenance, infrastructure, hosting, storage, network, productivity, desktop hardware and software, access management and collaboration platforms are all considered _______ _________.

A

IT Functions

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5
Q

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 _______ _______ _________.

A

Back-Office Practices

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6
Q

True or False - The Service catalog integrates with incident management and request fullfillment.

A

True

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7
Q

Service Catalog Integration with Incident:

_______ classification aids in incident categorization.

A

Service

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8
Q

Service Catalog Integration with Incident: A service catalog can better prioritize incidents using ________ and _______ information provided in the catalog

A

Business impact and service level

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9
Q

Service Catalog Integration with Incident: ______ and _____ escalation contacts for incidents are available in the service catalog

A

Business and IT

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10
Q

Service Catalog Integration with Request Fulfillment: Service _____ can be answered in the service catalog.

A

FAQs

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11
Q

Service Catalog Integration with Request Fulfillment: The service catalog provides a ____ platform to enable consumer access to service offerings.

A

publishing

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12
Q

Service Catalog Integration with Request Fulfillment: The service catalog enables _________, ______ and______ workflows.

A

streamlined, standardized and automated workflows

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13
Q

Service Catalog Integration with Request Fulfillment: Key _________ controls can be embedded in the service catalog like onboarding/offboarding.

A

Key customer controls

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14
Q

The service catalog serves as the key ______ tool of agreed targets such as service availability, provisioning timelines, incident response and resolution and others.

A

key communication tool

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15
Q

Service catalog integration with Service Level Management: The _______ ______ provides the available service levels for offerings.

A

service catalog

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16
Q

Service catalog integration with Service Level Management: The Service catalog can present historical ______ ______ information and access to _______ reports.

A

service level (information), service (reports)

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17
Q

Service catalog integration with Service Level Management: The service catalog makes the
service _______, support and customer contact information available.

A

service provider

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18
Q

Service catalog integration with Service Level Management: The service catalog is a key source of information when discussing service _______ and ______ with customers.

A

service usage and levels…

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19
Q

Service catalog integration with Service Level Management: The service catalog is a key source of information when discussing service _______ and ______ with customers.

A

usage and levels…

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20
Q

Service Catalog integration with Change Enablement: A service catalog ______ in routing requests are standard changes.

A

aids

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21
Q

Service Catalog integration with Change Enablement: Change Enablement uses the service catalog to evaluate the potential _____ and ______ of proposed changes.

A

impact and value

22
Q

Service Catalog integration with Change Enablement: The service catalog ______ the policies to ensure compliance to regulator requirements

A

communicates

23
Q

Service Catalog Integration with Service configuration management: The service catalog provides ______ _______ for mapping services to systems and components

A

relationship mapping

24
Q

Service Catalog Integration with Service configuration management: Benefits from the change records to help keep the _____ accurate

A

CMDB

25
Q

Service Catalog Integration with Service configuration management: Can utilize service models as part of _______ impact and _____ analysis.

A

business (impact) and risk (analysis).

26
Q

Service catalog integration with Service Financial Management: Service Financial management uses the service catalog structure to support service ______and _______

A

service budgeting and costing.

27
Q

Service catalog integration with Service Financial Management: _____ service cost and pricing information in the service catalog.

A

Publishes

28
Q

Service catalog integration with Service Financial Management: Leverages ______ ________ in the service catalog to influence service demand and purchasing behavior.

A

service offerings

29
Q

What other management practices does the service catalog integrate with

A

Relationship management, incident management, request fulfullment, change enablement, service level management, service configuration management and service financial management

30
Q

_____ is an economic concept that expects a return on investment. Costs, which are not linked to specific results are resented.

A

Value

31
Q

When IT organizations know they will face cuts, they frequently _____ budget requirements.

A

Inflate

32
Q

Customer clearly see the costs, but do not understand the value of the ______ and ______

A

services and products

33
Q

General allocation models generate feelings of taxation without _____ and results in business unit resentment and cost micromanagmeent.

A

representation.

34
Q

True or False: Key service economic integrations include service portfolio, service catalog, budgeting and recovery and the CMDB service model.

A

True

35
Q

As soon as you put a service in front of a customer, the first question they will ask is “________?”

A

How much

36
Q

Money received directly from a line of business unit for services directly consumed or projects directly beneficial to the LOB (money placed on account)

A

Direct budget

37
Q

Enterprise-good services that an internal service provider does for the benefit of the enterprise as a whole and not for individual business units.

A

Subsidies

38
Q

One time funding for significant investments that improve an organizations effectiveness.

A

Ventures

39
Q

True or False: A goal of service financial management is to support customer billing.

A

True

40
Q

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.

A

Financial

41
Q

Consumption tracking, control, reporting and charbeback/show-back, dashboard for management and clients and external benchmarking are part of _______ ________ which is optional

A

actuals accounting

42
Q

True or False: The TBM taxonomy provides a generally accepted way of categorizing and reporting IT costs and other metrics.

A

True

43
Q

External services, hardware, software and people are fall into the ________ costs category

A

Direct costs

44
Q

Hardward, software and facilities can fall into the _______ cost category.

A

Indirect cost

45
Q

External services, hardware, software, people, transfer and facilities can call into the ____ costs category.

A

Overhead costs.

46
Q

How much money is required/used to deliver a service

A

Full cost (provisioning value)

47
Q

Setting prices based on external costing benchmarking

A

Market prices (external benchmark)

48
Q

True or False: Challenges with customer perception and under-recovery impact direct costs only (not based on full cost of delivery)

A

True

49
Q

% allocation of overhead costs + indirect costs + direct costs = ______

A

Total costs of a client-facing IT service

50
Q

Costs of hardware, software, FTE, etc. that are not directly attributable to any of the IT services (i.e., HR, finance, executives, etc.) =

A

Overhead, Unabsorbed costs

51
Q

Costs of hardware, software, FTE, etc. for services that are shared between multiple client-facing services =

A

Indirect Costs

52
Q

Costs of hardware, software, FTE, etc. that are dedicated to the client-facing services =

A

Directo Costs

Service Catalog (11 decks)

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