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service catalog > Service Catalog Management > Flashcards

Service Catalog Management Flashcards

1
Q

The purpose of which practice is to provide a
single source of consistent information
on all services and service offerings,
and to ensure that it is available to the
relevant audience.

A

Service Catalog Management

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2
Q

Service Catalog Management scope:

Defining the appropriate service description
__________for the service catalog in order for the catalog to be well-structured and meet the needs of
stakeholders, including the agreed mandatory
attributes and relationships.

A

Structure

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3
Q

True or False: The request catalog is a view of the service

catalog that provides details on service requests for existing and new services and is made available for the user.

A

True

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4
Q

True or False: The service catalog is part of the service portfolio

A

True

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5
Q

What do these elements comprise?

1) Name of Service
2) Service Relationships
3) Service Offerings
4) Goods, Access to Resources and Service actions
5) Products
6) Resources

A

Anatomy of a service

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6
Q

True or False: Service providers present services as service offerings.

A

True

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7
Q

A service ___________ is a description of one or more services, based on one or more products, designed to address the
needs of a target consumer group

A

offering

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8
Q

True or False; The visible part of a product is described in one or more service offerings addressing the needs of potential service consumers

A

True

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9
Q

Service offerings may include _________, access to resources, and service actions

A

Goods, access to resources and service actions

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10
Q

True or False: For existing customers, a service
catalog provides a view on the services being consumed and the agreements associated with them. These views are
based on the stakeholder’s role within the customer organization

A

True

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11
Q

True or False: Service offerings are often presented in a

service catalog for potential customers.

A

True

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12
Q

True or False: The top level of the CMDB configuration data model should match the IT services defined in the service catalog

A

True

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13
Q

What are these examples of:

Application-Based services
Hosting Services
Desktop Services
Shared Services
IT Professional Services
A

Examples of Service Categories

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14
Q

The __________ is the presentation of structured information about all the services and service offerings of a service provider, relevant for a specific target audience

A

Service Catalog

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15
Q

The service catalog the strategic and _______ tool for the customer and IT service provider.

A

tactical

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16
Q

Service Catalog Management activities:

A

1) Publish
2) Edit
3) Maintain

Service and product descriptions and their related offerings

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17
Q

True or False: The service catalog provides a view on the scope of what services are available, and on what terms.

A

True

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18
Q

Service Catalog Drivers: Customer perspective

A service catalog provides customers with a comprehensive view of IT services described in terms of ________ value and cost benefits

A

Business

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19
Q

Service Catalog Drivers: IT Service Provider

True or False: Services are vital to successful IT Service Management, even in early initiatives

A

True

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20
Q

3 requirements for an effective service catalog

A
  1. Clear definitions of the services provided
    2 Identification of the components and resources underpinning the services
    3 Identification of the costs associated with
    the service and/or service offerings
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21
Q

True or False:
What is not defined cannot be controlled.
What is not controlled cannot be measured.
What is not measured cannot be improved

A

True

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22
Q

A service catalog must be ___________ and ________.

A

Actionable and easy to use

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23
Q

A service catalog must present _______ and _____ with what they need and in their value context and terms.

A

Customers and users

24
Q

A service catalog must include ______ - ______ information.

A

sought-after

25
Q

A service catalog must be the ________ source of information about services.

A

Trusted

26
Q

A service catalog must evolve with the customer to include new_______ and enhanced_______.

A

new offerings and enhanced outcomes

27
Q

Service Catalog Success Factor #1: Used ______ as a key tool by the customer and IT

A

daily

28
Q

Service Catalog Success Factor #2: A service catalog is a central _______ for request ordering and provisioning.

A

portal

29
Q

Service Catalog Success Factor #3: The service catalog is a medium for ________ and _________ between IT and its customers.

A

communications and coordination

30
Q

Service Catalog Success Factor #4: Referenced and used in customer ________ ________.

A

demand planning

31
Q

Service Catalog Success Factors #5: Reduces the number of _________ SLAs with customers

A

discrete

32
Q

Service Catalog Success Factor #6: A service catalog must _________ call volumes to the service desk

A

reduce

33
Q

Service Catalog Success Factor #7: A service catalog is a key ________ to many ITSM processes.

A

key input

34
Q

Service Catalog Success Factor #8: A service catalog is

common part of the language of the ________ and IT

A

customer

35
Q

Service Catalog Management Practice Scope:

Capturing the service information and keeping it
up to date, ensuring the ______ of data in the
service catalog

A

quality

36
Q

Service Catalog Management Practice Scope:

Defining the different tailored _______ of the service
catalog for the relevant groups of stakeholders
and once agreed, implementing the views and
changes to the service catalog structure

A

views

37
Q

Service Catalog Management Practice Scope:

Publishing the service catalog and managing
different views for different _________

A

Stakeholders

38
Q

A service catalog is a bridge between the
cultures and language of the service _______
and service provider

A

Consumer

39
Q

The ______ ________ is a cornerstone

managing the business of IT

A

service catalog

40
Q

A service catalog is a method of clearly _________ the value IT provides

A

communicating

41
Q

A service catalog is a way to reinforce
‘outside-in’ thinking and a _________ -oriented
service culture

A

customer-oriented

42
Q

A service catalog is possibly the ________

service level agreement

A

master

43
Q

A service catalog is an _________ of demand management

A

enabler

44
Q

Service Catalog Drivers: Customer perspective

A service catalog can support of business budget planning and
________,

A

Forecasting

45
Q

Service Catalog Drivers: Customer perspective

A service catalog is a single customer view of
internal and _______ providers

A

External

46
Q

Service Catalog Drivers: Customer perspective

A service catalog is a consolidation of _________ service
offerings

A

duplicate

47
Q

Service Catalog Drivers: Customer perspective

A service catalog is a translation of _________
into business services

A

Technology

48
Q

Service Catalog Drivers: Customer perspective

A service catalog leads to significant ________ in
customer satisfaction

A

gains

49
Q

Service Catalog Drivers: IT Service Provider

A service catalog is a _______ comprehensive source of information for all provided services available to customers, users, and IT

A

single

50
Q

Service Catalog Drivers: IT Service Provider

A service catalog is the translation of _________ complexities into business value

A

technical

51
Q

Service Catalog Drivers: IT Service Provider

A service catalog is rationalized services, a supplier optimized ________ and a controlled consumption

A

investment

52
Q

Service Catalog Drivers: IT Service Provider

True or False: A service catalog offers managed and standardized fulfillment

A

True

53
Q

Service Catalog Drivers: IT Service Provider

A service catalog can offer ________ transparency

A

Financial

54
Q

Service Catalog Drivers: IT Service Provider

A service catalog offers IT ________, processes, services, and systems that are aligned with the organization’s strategy, processes, services, and products

A

Strategy

55
Q

Service Catalog Drivers: IT Service Provider

A service catalog has the ability to meet legislation and _______ requirements

A

regulatory

56
Q

Service Catalog Drivers: IT Service Provider

A service catalog has the ability to account for and reduce ____ while maintaining the service levels required by the organization

A

costs

57
Q

Service Catalog Drivers: IT Service Provider

A service catalog has an ability to manage business risk through IT governance ________ to support enterprise governance

A

principles

service catalog (11 decks)

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