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Service Catalog > Service Catalog_Module 5 > Flashcards

Service Catalog_Module 5 Flashcards

1
Q

3 Natures of a Service catalog

A

1) Constitutive
2) Actionable
3) Governing

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2
Q

Constitutive: The service catalog defines what ______offers and on what terms

A

IT

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3
Q

Constitutive: The service catalog declares _____ and manages ________.

A

value, expectations

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4
Q

Constitutive: The service catalog identifies _____, _______, and _____?

A

what, how and who

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5
Q

Actionable: The service catalog provides the means by which IT and its customers _______ and ________ business.

A

coordinate and conduct business

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6
Q

Actionable: If a service catalog is not ______, its probability of being used over the long term is very low

A

actionable

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7
Q

Governing: The ________, conditions, and controls defined in the service catalog are integrated into the service management process of the IT organization

A

key terms

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8
Q

An actionable service catalog is _______to all stakeholders and written so it can be understood by any user or business unit
executive

A

relevant

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9
Q

An actionable service catalog must be the means by which _______are offered, and business is transacted

A

services

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10
Q

An actionable service catalog provides the ability to track its status _________

A

Online

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11
Q

An actionable service catalog is readily ______ when customers want to transact business

A

accessible

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12
Q

An actionable service catalog provides service _______ and billing/budgeting

A

consumption

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13
Q

An actionable service catalog supports an _____ shopping cart approach

A

electronic

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14
Q

An actionable service catalog initiates the _______ to automatically complete service subscription, e.g., cloud

A

workflow

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15
Q

Ensuring that the organization’s service catalogs’ ______ and _____ meet organizational requirements is a success factor for the Service Catalog Management practice.

A

structure and scope

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16
Q

Ensuring that the information in service catalogs meets stakeholders’ ______ and _____ needs is a success factor for the Service Catalog Management practice

A

current and anticipated

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17
Q

Organization’s strategy and ______ _______ are key inputs to defining and maintaining service catalog data and views.

A

service portfolio

18
Q

_______ and _____ requirements are a key input to defining and maintaining service catalog data and views.

A

Customer and user

19
Q

_________ and agreements with customers and suppliers are key inputs to defining and maintaining service catalog data and views.

A

Contracts

20
Q

________ external data sources are a key input to defining and maintaining service catalog data and views.

A

Relevant

21
Q

Service catalog feeback and continual Improvement ______ are key inputs to defining and maintaining service catalog data and views.

A

register

22
Q

Analyzing _______requirements for the service catalog is a key activity when defining and maintaining Service Catalog Data and Views

A

stakeholder

23
Q

Define service catalog data structure and agree upon service catalog standard ________ for key stakeholder groups are key activities when defining and maintaining Service Catalog Data and Views

A

standard views

24
Q

Collect and maintain service catalog ______ is a key activity defining and maintaining Service Catalog Data and Views

A

data

25
Q

A list of key service catalog stakeholder groups and ______ stakeholders’ requirements are key outputs to defining and maintaining Service Catalog Data and Views

A

agreed

26
Q

A ____ for new service data and requirements for catalog management ______ are key outputs for defining and maintaining Service Catalog Data and Views

A

template, tools

27
Q

Data integration requirements, requests for ______ and the catalog data published are key outputs to defining and maintaining Service Catalog Data and Views

A

Requests for change

28
Q

The structure and scope of the service catalog should reflect the organization’s _________ of business, products, and services.

A

architecture

29
Q

The service catalog practice should be based on input from the strategy management, _________ ________, and portfolio management practices.

A

architecture management

30
Q

What are two design strategies for the service catalog

A

Top down approach and bottom up approach

31
Q

(Bottom-up approach or Top down approach)

1.Start with a rationalization of the service request and delivery processes
2. Focus on the user experience
3. Expand in subsequent steps to broader
organizational change

A

Bottom up approach

32
Q

Bottom-up approach or top-down approach to service catalog design

1 .Start with rationalization of IT services and organization

  1. Focus on alignment with the business, improve visibility into IT
  2. Expand in subsequent steps to day-to-day service activities
A

Top down approach

33
Q

3 popular service catalog views

A

1) User
2) customer
3) IT to IT

34
Q

Which service catalog view provides the information on the services and service offerings, contains the respective details from a user perspective?

A

User

35
Q

Which service catalog view provides the information from a business perspective and contains information about agreed service levels, financial data, service performance and measurement, and contractual requirements?

A

Customer view

36
Q

Which service catalog view provides technical, security, risk, and process-related information for use in service delivery

A

IT to IT (technical view)

37
Q

Which service catalog view addresses these stakeholder needs?

What services am I using?
What levels am I receiving?
What is my IT spend?

A

Customer view

38
Q

Which service catalog view addresses these stakeholder needs?
What services do I offer?
What levels are available?
What are the technical resources and attributes?

A

IT to IT (technical view)

39
Q

Which service catalog view addresses these stakeholder needs?
What can I request?
What does it include?
When will I get it?

A

End-User view

40
Q

Where will service descriptions be documented and presented:

A

1) The service portfolio
2) Service catalog
3) Service level agreements
4) Supplier contracts

Service Catalog (11 decks)

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