Breaking Down Organizational Silos Quiz
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Questions and Answers

What is the primary means of enabling customer value for many services?

  • Cloud solutions
  • Artificial intelligence
  • Workflow management
  • Information management (correct)
  • Which of the following information criteria is NOT mentioned in the text?

  • Relevance
  • Clarity (correct)
  • Availability
  • Reliability
  • Which of these technologies is NOT mentioned as supporting IT services?

  • Inventory systems
  • Workflow management
  • Remote collaboration
  • Blockchain (correct)
  • What is the primary purpose of promoting a focus on value creation in an organization?

    <p>To break down organizational silos</p> Signup and view all the answers

    When evaluating a new technology, which of the following is NOT a key consideration mentioned in the text?

    <p>Scalability of the solution</p> Signup and view all the answers

    Which of the following is NOT listed as a technology supporting service management?

    <p>Enterprise resource planning (ERP) systems</p> Signup and view all the answers

    What is the primary purpose of the Supplier Management practice according to the text?

    <p>To ensure the organization's suppliers and their performance are managed appropriately to support the provision of seamless, quality products, services and components.</p> Signup and view all the answers

    Which of the following activities is NOT mentioned as being central to the Supplier Management practice?

    <p>Capturing demand for incident resolution and service requests.</p> Signup and view all the answers

    Which of the following is NOT listed as a skill or competency for Service Level Management?

    <p>Project management.</p> Signup and view all the answers

    Which of the following is a key activity of the Service Desk practice?

    <p>Capturing demand for incident resolution and service requests.</p> Signup and view all the answers

    Which of the following is NOT listed as a key business-related measure for Service Level Management?

    <p>Initial listening.</p> Signup and view all the answers

    What is the primary purpose of the Service Desk practice according to the text?

    <p>To capture demand for incident resolution and service requests.</p> Signup and view all the answers

    What is the main purpose of the relationship management practice?

    <p>Establishing and nurturing links between the organization and its stakeholders</p> Signup and view all the answers

    Which practice aims to ensure that the suppliers' performance supports the provision of quality products and services?

    <p>Supplier management</p> Signup and view all the answers

    What is the main function of the service desk practice?

    <p>Capturing demand for incident resolution and service requests</p> Signup and view all the answers

    What is the purpose of the service request management practice?

    <p>Handling user-initiated service requests effectively</p> Signup and view all the answers

    Which practice involves documenting agreements between a service provider and a customer regarding services and expected levels of service?

    <p>Service level management</p> Signup and view all the answers

    Study Notes

    Information and Technology

    • ITIL is a registered trade mark of AXELOS Limited
    • Technologies supporting IT services include:
      • Workflow management
      • Communications systems
      • Inventory systems
      • Mobile platforms
      • Cloud solutions
      • Knowledge bases
      • Analytical tools
      • Remote collaboration
      • Artificial intelligence
      • Machine learning
    • IT architecture includes:
      • Databases
      • Blockchain
      • Cognitive computing
      • Applications
      • Communications systems
      • Artificial intelligence
      • Cloud computing
      • Mobile applications

    Information Management

    • Information management enables customer value
    • Information criteria include:
      • Availability
      • Reliability
      • Accessibility
      • Timeliness
      • Accuracy
      • Relevance
    • Challenges of information management include:
      • Security
      • Regulatory compliance requirements

    Service Management

    • Service Level Management involves:
      • Customer engagement
      • Skills and competencies
      • Relationship management
      • Business analysis
      • Supplier management
      • Business liaison
      • Initial listening
      • Discovery and information capture
      • Measurement and ongoing process discussions
      • Asking simple open-ended questions
      • Customer feedback
      • Surveys
      • Key business-related measures

    Supplier Management

    • The purpose of supplier management is to ensure suppliers and their performance are managed appropriately
    • Activities include:
      • Creating a single point of visibility and control
      • Maintaining a supplier strategy, policy, and contract management information
      • Negotiating and agreeing contracts and arrangements
      • Managing relationships and contracts with internal and external suppliers
      • Managing supplier performance

    Service Desk and Request Management

    • The purpose of the service desk is to capture demand for incident resolution and service requests
    • The purpose of the service request management practice is to support the agreed quality of a service by handling all agreed user-initiated service requests in an effective and user-friendly manner
    • A service request is a request from a user or a user’s authorized representative that initiates a service action that has been agreed as a normal part of service delivery

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    Description

    Test your knowledge on how promoting a focus on value creation can help break down organizational silos within a company. Explore concepts related to information and technology, IT services, service management, and more.

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