Ch.3

Question 1

Cloud computing

Answer 1

A storage-based system 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.

Question 2

Information and technology dimension

Answer 2

Applies to both the practice of service management, as well as the services being managed.

Question 3

ITSM (information technology service management)

Answer 3

Remains focused on creating and maintaining value for both users and customers.

Question 4

Organizations and people dimension

Answer 4

Includes the elements such as roles and responsibilities, formal organizational structure, culture, and staffing and competencies, all of which are related to the creation, delivery, and ongoing improvement of service.

Question 5

Partners and suppliers dimension

Answer 5

Incorporates contracts and other agreements between the organization and its partners or suppliers.

Question 6

Process

Answer 6

A set of interrelated or interacting activities that transform inputs into outputs.

Question 7

Value stream

Answer 7

A series of steps undertaken by an organization to create and deliver products and services to consumers.

Question 8

Value streams and processes dimension

Answer 8

Focuses on how the organization ensures that it’s enabling value creation for all stakeholders efficiently and effectively.