Business of IT - Applications - C846, Top Exam Questions and answers, rated A+

Business of IT - Applications - C846, Top Exam Questions and answers, rated A+ dependent on - -Complete the sentence by filling in the missing word: IT service management is important for organizations because businesses are ____________IT. The U.K. Government - -Who developed ITIL? Strategy - -Which service lifecycle stage is considered to be the core of the lifecycle? Customer - -Someone who buys goods or services. The customer of an IT service provider is the person or group that defines and agrees on the service-level targets. Core Service - -A service that delivers the basic outcomes desired by one or more customers (see enabling and enhancing services). Enabling service - -A service that is needed in order to deliver a core service. Enhancing Service - -A service that is added to a core service to make it more attractive to the customer. Function - -A team or group of people and the other resources or tools that are used to carry out a process or process activities. IT Service - -A service provided by an IT service provider. An IT service consists of a combination of information technology, people, and processes. Outcome - -The result of carrying out an activity, following a process, delivering an IT service, and so on. The term is used to refer to intended results, as well as to actual results. Process - -A structured set of activities designed to accomplish a specific objective. A process takes one or more defined inputs and turns them into defined outputs. Service - -A means of delivering value to customers by facilitating the outcomes customers want to achieve, without the ownership of specific costs and risks. Service Management - -A set of specialized organizational capabilities for providing value to customers in the form of services. True - -True or false: Measurement and metrics are part of the five major aspects of service design. False - -True or false: People, process, products, and partners are four principles used to manage strategic outcomes. True - -True or false: Service management systems and tools are part of the five key aspects of service design. False - -True or false: Service design is solely concerned with the day-to-day enhancements and changes to service. False - -True or false: Service design is free to design according to the technical needs of the IT department. Service portfolio - -Service pipeline, service catalog, and retired services are elements of which service management tool? Architecture - -The structure of a system or IT service, including the relationships of components to each other. Service acceptance criteria (SAC) - -A set of criteria used to ensure that an IT service meets its functionality and quality requirements. Service design - -A phase in the service lifecycle. Service design includes the design of the services, including governing practices, processes, and policies required to realize the service provider's strategy. Its objective is to facilitate the introduction of services into supported environments. Service design package (SDP) - -Document(s) defining all aspects of an IT service and its requirements through each stage of its lifecycle. best practices - -Service management provides a standardized approach that ensures ___________ for IT delivery. value - -ITIL is a framework of common best practices that provide ___________ for customers. Service strategy - -"How do we truly create value for our customers?" is a question answered by which lifecycle stage? Service strategy - -"How can we make a case for strategic investment?" is a question answered by which lifecycle stage? Service strategy - -"How do we resolve conflicting demands for resource?" is a question answered by which lifecycle stage? Service strategy - -"What services should we be offering and to whom?" is a question answered by which lifecycle stage? Fit for purpose - -Utility is defined as what? Fit for use - -Warranty is defined as what? Availability, capacity, security, and continuity - -Warranty requires assurance of which areas? True - -True or false: A service asset is defined as any resource or capability of a service provider. Assets - -Any resource or capability. Attribute - -Information held about a configuration item, such as serial number, make, model, and so on. Capabilities - -The ability of an organization, person, process, application, IT service, or other configuration items to carry out an activity. Capabilities are intangible assets of an organization. Governance - -Ensures that policies and strategy are actually implemented and that required processes are correctly followed. ITSM - -The implementation and management of quality IT services that meet the needs of the business. Patterns of business activity (PBA) - -A workload profile of one or more business activities. Patterns of business activity are used to help the IT service provider understand and plan for different levels of business activity. Resources - -A generic term that includes IT infrastructure, people, money, or anything else that might help to deliver an IT service. They are often considered to be assets of an organization. Risk Management - -The approach adopted to identify, document, analyze, and mitigate against the likelihood of potential impact to a project or service. Risk register - -A centralized record of the risks that need to be managed. Service strategy - -A phase in the service lifecycle. Service strategy defines the perspective, position, plans, and patterns that a service provider needs to execute to meet an organization's business outcomes. Utility - -The functionality offered by a product or service to meet a particular need or whether it is fit for purpose. Warranty - -The assurance that a product or service will meet the agreed requirements, fit for use. User - -A person who uses an IT service on a daily basis is known as what? Role - -A set of responsibilities, activities, or authorities assigned to a person or team is known as what? Influencing user behavior - -What is the technique called differential charging used for as part of financial management? Business Case - -Justification for a significant item of expenditure, identifying costs and benefits, including options considered. Business relationship management - -The process responsible for maintaining a positive relationship with customers. The business relationship manager's focus is strategic, ensuring that IT will deliver what is required by the business strategy. Design coordination - -The process responsible for coordinating all service design activities, processes, and resources. Service portfolio - -The complete set of services that is managed by a service provider. It includes three categories: service pipeline (proposed or in development), service catalog (live or available for deployment), and retired services. Service portfolio management - -The process that manages and maintains the service portfolio. It ensures that the service provider has the right mix of services to meet required business outcomes at an appropriate level of investment. Service provider - -An organization supplying services to one or more internal or external customers. SLA - -A written agreement between customers and IT service providers is known as what? Contract - -A legally binding agreement between IT service provider and a third party is called a supplier ___________.