What is a practice? II

Question 1

is the practice of establishing and nurturing links between

an organization and its stakeholders at strategic and tactical levels.

Answer 1

Relationship management

Question 2

is the practice of making new and changed services and

features available for use

Answer 2

Release management

Question 3

is the practice of ensuring that accurate and
reliable information about the configuration of services, and the configuration items that
support them, is available when and where needed.

Answer 3

Service configuration management

Question 4

is the practice of setting clear business-based targets for
service performance so that the delivery of a service can be properly assessed,
monitored, and managed against these targets.

Answer 4

Service level management

Question 5

is the practice of supporting the agreed quality of a
service by handling all pre-defined, user-initiated service requests in an effective and
user-friendly manner.

Answer 5

Service request management

Question 6

is the practice of ensuring that an organization’s suppliers and
their performance levels are managed appropriately to support the provision of
seamless quality products and services.

Answer 6

Supplier management

Question 7

is the practice designed to
capture demand for incident resolution
and service requests.
• The entry point/single point of contact for
the service provider with all of its users.

Answer 7

service desk

Question 8

is a documented agreement
between a service provider and
a customer that identifies
services required and the
expected level of service

Answer 8

Service Level

Agreement (SLA)

Question 9

is any component that needs
to be managed in order to
deliver an IT service

Answer 9

Configuration Item (CI)