Stolen from Brainscape Flashcards
(43 cards)
Which practice is responsible for moving components to live environments?
D. Deployment management
Which practice includes the classification and ownership of queries and requests from users?
A. Service desk
Which practice identifies metrics that reflect the customer’s experience of a service?
C. Service level management
What is the PRIMARY use of a change schedule?
C. To plan changes and help avoid conflicts
Which service management dimension is focused on activities and how these are coordinated?
D. Value streams and processes
How does categorization of incidents assist the ‘incident management’ practice?
A. It helps direct the incident to the correct support area
Identify the missing word(s) in the following sentence. A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve.
B. outcomes
Which is a recommendation of the ‘continual improvement’ practice?
A. There should at least be a small team dedicated to leading ‘continual improvement’ efforts
Which is a potential benefit of using an IT service management tool to support the ‘incident management’ practice?
B. It may provide automated matching of incidents to problems or known errors
Which role submits service requests?
A. The user, or their authorized representative
Which practice provides a single point of contact for users?
C. Service desk
Which guiding principle recommends that the four dimensions of service management are considered?
A. Think and work holistically
Which would be supported by the ‘service request management’ practice?
B. A request from a user for something which is a normal part of service delivery
Which practice is the responsibility of everyone in the organization?
D. Continual improvement
Identify the missing word in the following sentence. The purpose of the ‘information security management’ practice is to [?] the organization’s information.
D. protect
Which guiding principle recommends collecting data before deciding what can be re-used?
B. Start where you are
What is the effect of increased automation on the ‘service desk’ practice?
Greater ability to focus on customer experience when personal contact is needed
Which term describes the functionality offered by a service?
Utility
Which is the purpose of the ‘monitoring and event management’ practice?
To systematically observe services and service components, and record and report selected changes of state
What should all ‘continual improvement’ decisions be based on?
Accurate and carefully analysed data
How do all value chain activities transform inputs to outputs?
By using a combination of practices
How does customer engagement contribute to the ‘service level management’ practice? Choose 2:
It captures information that metrics can be based on
It supports progress discussions
What is the starting point for optimization?
Understanding the vision and objectives of the organization
The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization’s objectives.
service value system
