Service Catalog_Module 5

Question 1

3 Natures of a Service catalog

Answer 1

1) Constitutive
2) Actionable
3) Governing

Question 2

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

Answer 2

IT

Question 3

Constitutive: The service catalog declares _____ and manages ________.

Answer 3

value, expectations

Question 4

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

Answer 4

what, how and who

Question 5

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

Answer 5

coordinate and conduct business

Question 6

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

Answer 6

actionable

Question 7

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

Answer 7

key terms

Question 8

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

Answer 8

relevant

Question 9

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

Answer 9

services

Question 10

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

Answer 10

Online

Question 11

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

Answer 11

accessible

Question 12

An actionable service catalog provides service _______ and billing/budgeting

Answer 12

consumption

Question 13

An actionable service catalog supports an _____ shopping cart approach

Answer 13

electronic

Question 14

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

Answer 14

workflow

Question 15

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

Answer 15

structure and scope

Question 16

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

Answer 16

current and anticipated

Question 17

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

Answer 17

service portfolio

Question 18

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

Answer 18

Customer and user

Question 19

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

Answer 19

Contracts

Question 20

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

Answer 20

Relevant

Question 21

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

Answer 21

register

Question 22

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

Answer 22

stakeholder

Question 23

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

Answer 23

standard views

Question 24

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

Answer 24

data

Question 25

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

Answer 25

agreed

Question 26

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

Answer 26

template, tools

Question 27

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

Answer 27

Requests for change

Question 28

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

Answer 28

architecture

Question 29

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

Answer 29

architecture management

Question 30

What are two design strategies for the service catalog

Answer 30

Top down approach and bottom up approach

Question 31

(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

Answer 31

Bottom up approach

Question 32

Bottom-up approach or top-down approach to service catalog design 1 .Start with rationalization of IT services and organization 2. Focus on alignment with the business, improve visibility into IT 3. Expand in subsequent steps to day-to-day service activities

Answer 32

Top down approach

Question 33

3 popular service catalog views

Answer 33

1) User 2) customer 3) IT to IT

Question 34

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

Answer 34

User

Question 35

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?

Answer 35

Customer view

Question 36

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

Answer 36

IT to IT (technical view)

Question 37

Which service catalog view addresses these stakeholder needs? What services am I using? What levels am I receiving? What is my IT spend?

Answer 37

Customer view

Question 38

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

Answer 38

IT to IT (technical view)

Question 39

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

Answer 39

End-User view

Question 40

Where will service descriptions be documented and presented:

Answer 40

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