Podcast
Questions and Answers
What is service management?
What is service management?
- A set of specialized organizational capabilities for enabling value for customers in the form of services. (correct)
- A set of specialized organizational capabilities for enabling value for customers in the form of experiences.
- A set of specialized organizational capabilities for enabling value for customers in the form of profits.
- A set of specialized organizational capabilities for enabling value for customers in the form of products.
What is the purpose of measuring in the 'start where you are' guiding principle?
What is the purpose of measuring in the 'start where you are' guiding principle?
- To support subjective opinions.
- To support indirect observation.
- To support direct observation. (correct)
- To support guesswork.
What is the purpose of problem management?
What is the purpose of problem management?
- To manage vulnerabilities that do not impact the service provision.
- To manage vulnerabilities that were identified before the service went live
- To manage vulnerabilities that are identified during the service review process.
- To manage vulnerabilities that were not identified before the service went live (correct)
What is the recommendation of service level management?
What is the recommendation of service level management?
What is the purpose of low impact incident resolution?
What is the purpose of low impact incident resolution?
Flashcards
Service Management
Service Management
Specialized organizational skills to give value to customers via services.
Measuring (Start where you are)
Measuring (Start where you are)
Helps in observing services directly.
Problem Management Purpose
Problem Management Purpose
Finds vulnerabilities before service launch.
Service Level Management Recommendation
Service Level Management Recommendation
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Low Impact Incident Resolution Goal
Low Impact Incident Resolution Goal
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Study Notes
- Target resolution times in incident management are documented and communicated to set user expectations.
- Some service requests can be fulfilled without additional approvals to streamline the fulfillment workflow.
- Service management is a set of specialized organizational capabilities for enabling value for customers in the form of services.
- Service provision gives a user access to a system.
- Low impact incidents should be resolved efficiently to reduce resource requirements.
- The service value chain activities use different combinations of practices to convert inputs into outputs.
- The ITIL service value system describes how components and activities work together to facilitate value creation.
- Problem management involves managing vulnerabilities that were not identified before the service went live.
- Measurement in the 'start where you are' guiding principle should be used to support direct observation.
- Service level management recommends performing service reviews to ensure that services continue to meet the needs of the organization.
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Description
Test your knowledge of IT service management principles with this quiz! From incident management to service provision, problem management to service level management, this quiz covers a range of critical concepts and practices. Sharpen your understanding of service value chains, service value systems, and more as you work your way through the questions. Whether you're studying for ITIL certification or simply looking to deepen your knowledge of ITSM, this quiz is a great way to test your skills and identify areas for improvement.
