Service Management

Question 1

What is service management?

Answer 1

A set of specialized organizational capabilities for enabling value to customers in the form of services.

Question 2

What Is ITIL?

Answer 2

It is a framework to service manager

Question 3

What means ITIL?

Answer 3

Information Technology Infrastructure Library

Question 4

What is governance?

Answer 4

The means by which an organization is directed and controlled

Question 5

What is Organizational Capability

Answer 5

It refers to having both the capacity an the ability to perform the functions required

Question 6

In ITSM what is value

Answer 6

The perceived benefits, usefulness, and importance of something

Question 7

What is the organization

Answer 7

A person or a group of people that has its own functions, responsibilities, and relationships to achieve its objectives

Question 8

Which are the two roles in the organization for ITIL 4

Answer 8

Service Provider A role performed by an organization in a service relationship to provide service to consumers

Consumer A role performed by an organization in a relationship that user (or consumes) those services.

Question 9

What is a service in ITIL4?

Answer 9

Means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks.

Question 10

What is a product in ITIL 4?

Answer 10

Configuration of resources created by the organization that will be potentially valuable for its customers.

Question 11

What is a Service Offering ?

Answer 11

A description of one or more services designed to address the needs of a target consumer group

Question 12

What can contain a services offering?

Answer 12

Contains three main kind types: Goods, Access to resources, services action,

Question 13

What is goods?

Answer 13

Things that are transferred from the service provider to the consumer, and then the consumer is responsible for their future use.

Question 14

What is Access to resources?

Answer 14

Access to resources are granted or licenced to a consumer under agreed term and conditions.

Question 15

What is Service Action?

Answer 15

Actions performed to address a consumer’s action.

Question 16

What is Service Relationship?

Answer 16

A cooperation between a services provider and service consumer including service provision, service consumption, and service relationship management.

Question 17

What is service provision?

Answer 17

The activities performed by an organization to provide the services.

Question 18

What is service consumption?

Answer 18

The activities performed by an organization to consume the services.

Question 19

What is service relationship management?

Answer 19

The activities that the service provider and the service consumer do together to enable value co-creation to occur based upon the service offering.

Question 20

What is the outcome?

Answer 20

A result for a stakeholder, enabled by one or more outputs.

Question 21

What are the costs in ITIL 4?

Answer 21

The amount of money spent on a specific activity or resource

Question 22

What is a risk in ITIL 4

Answer 22

A possible event that could cause harm, loss, or make it more difficult to achieve objectives

Question 23

What are the four dimensions of Service Management?

Answer 23

1 Organizations & people
2 Information & technology
3 Partners & suppliers
4 Value streams & processes

Question 24

What is the Service Value System (SVS)

Answer 24

Describe how all the components and activities of the organization work together as a system to enable value co-creation.

Question 25

What are the guiding principles?

Answer 25

These are the recommendations that guide an organization in all circumstances.

Question 26

Which are the seven guiding principles?

Answer 26

1 Focus on value 2 Start where you are 3 Progress iteratively with feedback 4 Collaborate and promote visibility 5 Think and work holistically 6 Keep it simple and practical 7 Optimize and automate

Question 27

What is Continual improvement in ITIL 4?

Answer 27

Aligns the organization's practices and services with changing business needs through the ongoing identification and improvement of services, service components, practices, or any element involved in the efficient and effective management of products and services.

Question 28

What is the flow of Continual improvement?

Answer 28

Step 1 What is the vision? Step 2 Where are we now? Step 3 Where do we want to be? Step 4 How do we get there? Step 5 Take Action Step 6 Did we get there? Step 7 How do we keep the momentum going?

Question 29

What is Practice?

Answer 29

A set of organized resources designed for performing work or accomplishing an objective.

Question 30

What are the three main categories of the 34 practices?

Answer 30

General Management (14) Service Management (17) Technical Management (3)

Question 31

What practices are grouped in the category of General Management?

Answer 31

Architectural management Continual Improvement Information Security Knowledge management Measurement and Reporting Organization change management Portfolio management Project Management Relationship management Risk Management Service Financial management Strategy Management Supplier Management Workforce and talent management

Question 32

What practices are grouped in the category of Service Management?

Answer 32

Availability Management Business analysis Capacity and performance management Change enablement Incident management IT asset management Monitoring and event management Problem management Release management Service catalog management Service configuration management Service continuity management Service design Service desk Service level management Service request management Service validation and testing

Question 33

What practices are grouped in the category of Technical Management?

Answer 33

Deployment Management Infrastructure and platform management Software Development and Management