2 Flashcards
(30 cards)
What is the purpose of Service Desk?
To capture demand for incident resolution and service requests; it is the single point of contact between the service provider and users.
What is the purpose of Service Level Management?
To set clear business-based targets for service performance and ensure they are met.
What is the purpose of Availability Management?
To ensure that services deliver agreed availability to meet the needs of customers and users.
What is the purpose of Capacity and Performance Management?
To ensure that services achieve agreed and expected performance, meeting current and future capacity demands.
What is the purpose of Information Security Management?
To protect the information needed by the organization to conduct its business.
What is the purpose of IT Asset Management?
To plan and manage the full lifecycle of all IT assets.
What is the purpose of Monitoring and Event Management?
To systematically observe services and components, record selected changes of state, and identify and prioritize events.
What is the purpose of Release Management?
To make new and changed services and features available for use.
What is the purpose of Service Configuration Management?
To ensure that accurate and reliable information about configuration items (CIs) is available.
What is the purpose of Deployment Management?
To move new or changed hardware, software, documentation, processes, or any other component to live environments.
What is the purpose of Change Control?
To maximize the number of successful changes by assessing risks, authorizing changes, and managing change schedules.
What is the purpose of Continual Improvement?
To align services with changing business needs through improvement of products, services, and practices.
What is the difference between Utility and Warranty?
Utility is ‘fit for purpose’ (what the service does); Warranty is ‘fit for use’ (how the service performs).
What is governance in the SVS?
The means by which an organization is directed and controlled.
What are value streams?
A series of steps an organization undertakes to create and deliver products and services to consumers.
What is a risk?
A possible event that could cause harm or loss, or make it more difficult to achieve objectives.
What is an opportunity?
A possibility to add value for stakeholders or improve the organization.
What is an outcome?
A result for a stakeholder enabled by one or more outputs.
What is an output?
A tangible or intangible deliverable of an activity.
What is a warranty?
Assurance that a product or service will meet agreed requirements.
What is a utility?
The functionality offered by a product or service to meet a particular need.
What is a product?
A configuration of an organization’s resources designed to offer value to a consumer.
What is service consumption?
Activities performed by an organization to consume services.
What is service provision?
Activities performed by an organization to provide services.
