Service Catalog Management Flashcards
(57 cards)
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.
Service Catalog Management
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.
Structure
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.
True
True or False: The service catalog is part of the service portfolio
True
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
Anatomy of a service
True or False: Service providers present services as service offerings.
True
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
offering
True or False; The visible part of a product is described in one or more service offerings addressing the needs of potential service consumers
True
Service offerings may include _________, access to resources, and service actions
Goods, access to resources and service actions
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
True
True or False: Service offerings are often presented in a
service catalog for potential customers.
True
True or False: The top level of the CMDB configuration data model should match the IT services defined in the service catalog
True
What are these examples of:
Application-Based services Hosting Services Desktop Services Shared Services IT Professional Services
Examples of Service Categories
The __________ is the presentation of structured information about all the services and service offerings of a service provider, relevant for a specific target audience
Service Catalog
The service catalog the strategic and _______ tool for the customer and IT service provider.
tactical
Service Catalog Management activities:
1) Publish
2) Edit
3) Maintain
Service and product descriptions and their related offerings
True or False: The service catalog provides a view on the scope of what services are available, and on what terms.
True
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
Business
Service Catalog Drivers: IT Service Provider
True or False: Services are vital to successful IT Service Management, even in early initiatives
True
3 requirements for an effective service catalog
- 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
True or False:
What is not defined cannot be controlled.
What is not controlled cannot be measured.
What is not measured cannot be improved
True
A service catalog must be ___________ and ________.
Actionable and easy to use
A service catalog must present _______ and _____ with what they need and in their value context and terms.
Customers and users
A service catalog must include ______ - ______ information.
sought-after
