Service Catalog_Module 1

Question 1

What is a set of specialized
organizational capabilities for enabling value to
customers in the form of services?

Answer 1

Service Management

Question 2

True or False: IT service management (ITSM) is the

application of service management to IT

Answer 2

True

Question 3

What four dimensions does ITIL define
that collectively are critical to the effective and efficient
facilitation of value for customers and other
stakeholders in the form of
products and services?

Answer 3

1. Organization and People
2. Information and Technology
3. Value Streams and Processes
4. Partners and Suppliers

Question 4

What operating model outlines the key activities required to
respond to demand and facilitate value realization
through the creation and management of products
and services.

Answer 4

ITIL Service Value Chain

Question 5

What practice's purpose 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?

Answer 5

Service Catalog Management

Question 6

True or False: Defining the appropriate service description
structure for the service catalog to be well structured and meeting the needs of stakeholders, including the agreed mandatory
attributes and relationships is part of the scope of Service Catalog Management Practice.

Answer 6

True

Question 7

True or False: Capturing the service information and keeping it
up to date, ensuring the quality of data in the
service catalog is part of the scope of Service Catalog Management.

Answer 7

True

Question 8

True or False: Defining the different tailored views of the service
catalog for the relevant groups of stakeholders
and once agreed, implementing the views and
changes to the service catalog structure is part of the scope of Service Catalog Management.

Answer 8

True

Question 9

True or False: Publishing the service catalog and managing

different views for different stakeholders is part of the scope of Service Catalog Management.

Answer 9

True

Question 10

Which practice's purpose is to support the
agreed-upon quality of a service by
handling all predefined, user-initiated
service requests in an effective and
user-friendly manner.

Answer 10

Service Request Management

Question 11

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.

Answer 11

True

Question 12

What is a request from a user or a user’s authorized representative that initiates a service
action that has been agreed-upon as a normal part of service delivery called?

Answer 12

A service request

Question 13

Name 5 types of Service Requests:

Answer 13

1) Request for a service delivery action
2) Request for information
3) Request for the provision of a resource or service
4) Feedback, compliments and complaints
5) Request for access to a resource or service

Question 14

What practice’s purpose is to ensure that
accurate and reliable information about
the configuration of services, and the CIs
that support them, is available when and
where it is needed.

Answer 14

Service Configuration Management Practice

Question 15

Any component that needs to be managed to deliver an IT service

Answer 15

Configuration Item

Question 16

Any financially valuable component that can contribute to the delivery of an IT product or service.

Answer 16

IT Asset

Question 17

What management practice’s purposes is to maintain and

improve the effective, efficient, and convenient use of information and knowledge across the organization?

Answer 17

Knowledge Management Practice

Question 18

True or False: Knowledge Management aims to provide the right information to the right people at the right moment to build an evolutionary environment.

Answer 18

True

Question 19

True or False: Knowledge management supports

all the other value streams and practices.

Answer 19

True

Question 20

True or False: Portfolio Management, Continual Improvement and Relationship management are stakeholders for knowledge management.

Answer 20

True

Question 21

What 3 things are included in a Service Portfolio?

Answer 21

1) Service Pipeline
2) Service Catalog
3) Retired Services

Question 22

Key differences between Service Pipeline, Service Catalog and Retired Services

Answer 22

1) Service pipeline new services that may be deployed and possible dates of implementation
2) Service Catalog - active services available to be used now
3) Retired services - Services that are no longer used or that will be removed from service soon - kept for historical purposes.

Question 23

True or False: Workforce and Talent Management, Strategy management and Configuration and Asset management are stakeholders of knowledge management

Answer 23

True

Question 24

True or False: Incident Management, Problem Management, Risk and Security Management and Service Catalog Management are stakeholders of Knowledge Management.

Answer 24

True