try #3 Flashcards
(6 cards)
What term best describes a service that is ‘fit for use’?
Value
Utility
Outcome
Warranty
Warranty
Which value chain activity includes portfolio decisions for design and transition?
Engage
Improve
Deliver and support
Plan
Plan
You are attempting to print a document from your workstation to the network printer in your office. The print job failed when you attempted to print, so you called the service desk for assistance. What term best describes your issue?
Event
Problem
Incident
Resolution
Incident
service management is
A set of specialized organizational capabilities for enabling value to customers
The means by which an organization is directed and controlled
A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks
A method for visualizing work, identifying potential blockages and resource conflicts, and managing work in progress
A set of specialized organizational capabilities for enabling value to customers
What is a normal change?
A change that is assessed, authorized, and scheduled as part of ‘continual improvement’
A change that doesn’t need risk assessment because it is required to resolve an incident
A change that is routine in nature, is fully documented, and the risks are well understood
A change that doesn’t need risk assessment because the procedure has been pre-authorized
A change that is assessed, authorized, and scheduled as part of ‘continual improvement’
What is the definition of a configuration item?
Any valuable component that can contribute to the delivery of an IT product or service
A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks
A particular set of settings or options on a given piece of equipment
Any component that needs to be managed in order to deliver an IT service
Any component that needs to be managed in order to deliver an IT service
