The Four Dimensions of Service Management

Question 1

the ability of an IT service or other configuration item to perform its agreed function when required.

Answer 1

availability

Question 2

a model for enabling on-demand network access to a shared pool of configurable computing resources that can be rapidly provided with minimal management effort or provider interaction.

Answer 2

cloud computing

Question 3

the practice of aligning an organization’s practices and services with changing business needs through the ongoing identification and improvement of all elements involved in the effective management of products and services.

Answer 3

continual improvement practice

Question 4

a set of values that is shared by a group of people, including expectations about how people should behave, ideas, beliefs, and practices.

Answer 4

culture

Question 5

the movement of any service component into any environment

Answer 5

deployement

Question 6

an organizational culture that aims to improve the flow of value to customers. DevOps focuses on culture, automation, Lean, measurement, and sharing.

Answer 6

DevOps

Question 7

one of the four dimensions of service management. It includes the information and knowledge used to deliver services, and the information and technologies used to manage all aspects of the service value system.

Answer 7

information and technology

Question 8

the routine running and management of an activity, product, service, or other configuration item.

Answer 8

operations

Question 9

a person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives

Answer 9

organization

Question 10

one of the four dimensions of service management. It ensures that the way an organization is structured and managed, as well as its roles, responsibilities, and systems of authority and communication, is well defined and supports its overall strategy and operating model.

Answer 10

organizations and people

Question 11

a tangible or intangible deliverable of an activity

Answer 11

output

Question 12

one of the four dimensions of service management. It encompasses the relationships an organization has with other organizations that are involved in the design, development, deployment, delivery, support, and/or continual improvement of services.

Answer 12

partners and suppliers

Question 13

a set of organizational resources designed for performing work or accomplishing an objective

Answer 13

practice

Question 14

a documented way to carry out an activity or a process

Answer 14

procedure

Question 15

a configuration of on organization’s resources designed to offer value for a customer

Answer 15

product

Question 16

the ability of a product, service, or other configuration item to perform its intended function for a specified period of time or number of cycles.

Answer 16

reliability

Question 17

personnel, material, finance, or other entity that is required for the execution of an activity or the achievement of an objective. Resources used by an organization may be owned by the organization or used according to an agreement with the resource owner.

Answer 17

resource

Question 18

a possible event that could cause harm or loss or make it more difficult to achieve objectives. Can also be defined as uncertainty of outcome, and can be used own the context of measuring the probability of positive outcomes as well as negative outcomes.

Answer 18

risk

Question 19

activities performed by an organization to consume services. It includes the management of the consumer’s resources needed to use the service, service actions performed by users, and the receiving (acquiring) of goods (if required).

Answer 19

service consumption

Question 20

the practice of ensuring that service availability and performance are maintained at a sufficient level in the event of a disaster.

Answer 20

service continuity management practices

Question 21

a set of specialized organizations capabilities for enabling value for customers in the form of services

Answer 21

service management

Question 22

a role performed by an organization in a service relationship to provide services to consumers

Answer 22

service provider

Question 23

a person or organization that has an interest or involvement in an organization, product, service, practice, or other entity

Answer 23

stakeholder

Question 24

one of the four dimensions of service management. It defines the activities, workflows, controls, and procedures needed to achieve the agreed objectives.

Answer 24

values streams and processes