Service Management Quiz

<p>To ensure actions are focused and appropriate (C)</p> Signup and view all the answers

<p>It results in greater buy-in and relevance of objectives (B)</p> Signup and view all the answers

<p>Transparency is essential for effective service relationships (B)</p> Signup and view all the answers

<p>Working on the service as a whole, not just its individual parts (D)</p> Signup and view all the answers

<p>Managing resources to deliver agreed services (C)</p> Signup and view all the answers

<p>Ensuring that information is not accessible to unauthorized entities (C)</p> Signup and view all the answers

<p>Ensuring that information is accessible to authorized personnel whenever required (D)</p> Signup and view all the answers

<p>Ensuring that information is only modified by authorized personnel and activities (C)</p> Signup and view all the answers

<p>Ensuring that someone is who they claim to be (C)</p> Signup and view all the answers

<p>Ensuring that someone can't deny that they took an action (B)</p> Signup and view all the answers

<p>To establish and nurture links between the organization and its stakeholders at strategic and tactical levels (C)</p> Signup and view all the answers

<p>Identifying, analyzing, monitoring, and improving relationships with and between stakeholders (A)</p> Signup and view all the answers

<p>Relationship management (C)</p> Signup and view all the answers

<p>Managing and acquiring resources needed by the organization. (C)</p> Signup and view all the answers

<p>Creating and delivering value to customers through a coordinated system of organizational components. (D)</p> Signup and view all the answers

<p>Focusing on delivering value through effective and efficient processes. (B)</p> Signup and view all the answers

<p>Utilize resources effectively to enhance productivity and efficiency. (C)</p> Signup and view all the answers

<p>Coordinating various components, such as people, technology, and agreements, to deliver value. (A)</p> Signup and view all the answers

<p>Focusing on achieving specific results and delivering tangible value. (D)</p> Signup and view all the answers

<p>Demonstrating how various organizational components work together to create value. (B)</p> Signup and view all the answers

<p>Organizations should focus on delivering value and optimizing resources to achieve desired outcomes. (D)</p> Signup and view all the answers

<p>To identify and log problems. (D)</p> Signup and view all the answers

<p>Documenting workarounds and known errors. (B)</p> Signup and view all the answers

<p>Problems where initial analysis has been completed. (D)</p> Signup and view all the answers

<p>To facilitate service provider interactions with users. (C)</p> Signup and view all the answers

<p>A user-initiated action agreed upon as part of service delivery. (C)</p> Signup and view all the answers

<p>Identifying potential permanent solutions. (B)</p> Signup and view all the answers

<p>Handling pre-defined user-initiated service requests. (B)</p> Signup and view all the answers

<p>The identification of a permanent solution. (B)</p> Signup and view all the answers

<p>To ensure accurate and reliable information about service configurations (B)</p> Signup and view all the answers

<p>A change that must be introduced as soon as possible (A)</p> Signup and view all the answers

<p>To show planned and historical changes (C)</p> Signup and view all the answers

<p>An IT component that requires management for service delivery (D)</p> Signup and view all the answers

<p>A review conducted after implementing a change to evaluate its success (A)</p> Signup and view all the answers

<p>To move new or changed components to live environments (C)</p> Signup and view all the answers

<p>To align practices and services with evolving business needs (A)</p> Signup and view all the answers

<p>Structured approaches to implementing improvements (A)</p> Signup and view all the answers

<p>To ensure suppliers' performances support the provision of quality products and services. (C)</p> Signup and view all the answers

<p>To establish a shared understanding among stakeholders regarding the organization's vision and status. (C)</p> Signup and view all the answers

<p>To ensure continual enhancement of products, services, and practices across the organization. (B)</p> Signup and view all the answers

<p>To provide good understanding and engagement with stakeholders. (A)</p> Signup and view all the answers

<p>Planning and acquiring resources from various types of sources. (B)</p> Signup and view all the answers

<p>To plan and manage the full life cycle of all IT assets. (D)</p> Signup and view all the answers

<p>Uncovering new value and reducing risk of failure. (C)</p> Signup and view all the answers

<p>Reducing overall supplier costs. (A)</p> Signup and view all the answers

A formal description of services addressing target consumer needs.

Joint activities by provider and consumer for value co-creation.

Activities to provide services, including resource management.

Using feedback throughout a process to improve actions.

Viewing services as interconnected rather than in parts.

Making work and consequences clear to enhance collaboration.

Ensuring agreed service actions meet performance standards.

Actions defined and accepted by both provider and consumer.

Ensures information is not disclosed to unauthorized entities.

Ensures information is modified only by authorized personnel.

Ensures information is accessible to authorized personnel when needed.

Verifies that someone is who they claim to be.

Ensures someone cannot deny taking an action.

Understanding and managing risks to information security.

Nurturing links between the organization and stakeholders.

Key actions that add value to services or processes.

The practice of maintaining accurate information about the configuration of services and configuration items (CIs).

A change that must be implemented immediately due to critical circumstances.

A calendar displaying planned and historical changes within an organization.

A repeatable approach used for managing a specific type of change.

Any component that must be managed to deliver an IT service.

A review conducted after a change to assess its success and identify improvements.

The practice of moving new or changed components into live environments.

The ongoing enhancement of products, services, and practices to meet business needs.

Activities that discover and log problems in services.

Activities that analyze problems and document workarounds or known errors.

Managing known errors and identifying solutions for them.

Handling user-initiated service requests effectively and user-friendly.

User or representative request for service action within delivery norms.

Single point of contact for users requesting incident resolution and services.

Reviewing incident records to identify patterns and issues.

Proposal for implementing permanent solutions justified by cost and risk.

Coordinated use of information, technology, people, and agreements to deliver value.

Activities by an organization to use services and manage resources for it.

Removing processes or actions that don’t produce useful outcomes.

Focusing on producing practical solutions that achieve desired results.

Using resources effectively while minimizing waste through technology.

Human involvement in processes only where it adds real value.

Framework showing how all components of an organization work together for value creation.

Aspects that influence service management, including organization, technology, people, and partners.

The practice of overseeing supplier relationships and performance to ensure quality products and services.

An activity to create a shared vision and direction for all products and services in an organization.

The continual enhancement of products, services, and practices across value chain activities.

A process to understand stakeholder needs and build strong relationships through transparency.

The activity of planning and obtaining resources from various sources.

The practice of planning and managing the life cycle of IT assets to maximize value and manage costs.

The series of actions taken by an organization to deliver products or services that add value.

Adhering to laws and regulations relevant to managing products and services.