Service Design And Others

Front 1

What are the features of process design?

Back 1

Each process is designed to turn defined inputs into defined outputs, and to accomplish a specific objective.

Front 2

What do you need to take into consideration when designing a service solution?

Back 2

Alternative service solutions need to be dsigned, and Service Level Requirements should be set.

Front 3

What should be taken into account when assessing IT capability and maturity?

Back 3

Staff resources, technology environment

Front 4

IT Infrastructure Architect

Back 4

The development of the physical technology model and the infrastructure components that are required to support it.

Front 5

Business and organizational architect

Back 5

The development of business models, business processes, and organizational design

Front 6

Service Architect

Back 6

The development of all the architectures that support the function of the business

Front 7

Service Requirement Status: Analyzed

Back 7

The set of requirements for the new service are being prioritized.

Front 8

Service Requirements Status: Chartered

Back 8

The set of requirements for the new service are being communicated and resources and budgets allocated

Front 9

Service Requirement Status: Requirements

Back 9

And outline of the requirements of a new service have been received from the organizations management or from IT

Front 10

Service Requirement Status: Approved

Back 10

The set of requirements for the new service has been authorized

Front 11

Service Status Option:
Operational

Back 11

The new service has been implemented and is functional within the live environment

Front 12

Service Status Option:
Built

Back 12

The new service is being constructed

Front 13

Service Status Option:
Retired

Back 13

The service is no longer operational

Front 14

Service Status Option:
Test

Back 14

The new service is being evaluated

Front 15

Service Design

Back 15

Identifying the requirements for new services and processes and defining the solutions that meet these requirements.

Front 16

Five aspects of Service Design that need to be considered and that determine its scope.

Back 16

New or changed services
Service management systems and tools
Processes
Service measurement systems and metrics
Technology architectures and management systems

Front 17

What are the four P's

Back 17

Partners, Processes, People, Products

Front 18

Deming Cycle: Plan

Back 18

Project Plan

Front 19

Deming Cycle: Do

Back 19

Project

Front 20

Deming Cycle: Check

Back 20

Audit

Front 21

Deming Cycle: Act

Back 21

New Actions

Front 22

The goal of the Capacity Management process

Back 22

to ensure that cost-justifiable IT capacity in all areas of IT always exists, and is matched to the current and future agreed needs of the business, in a timely manner. Capacity Management is responsible for managing capacity and performance.

Front 23

The purpose of Change Management

Back 23

to enable beneficial changes to be made, with minimum disruption to IT services.

Front 24

Availability Management is responsible for

Back 24

defining, analyzing, planning, measuring, and improving all aspects of the availability of IT services.

Front 25

Configuration Management is responsible for

Back 25

maintaining information about the Configuration Items that are required to deliver an IT service, including their relationships.

Front 26

How are process metrics obtained

Back 26

in the form of Key Performance Indicators (KPIs), Critical Success Factors (CSFs), and activity metrics

Front 27

What are technology metrics frequently associated with

Back 27

component and application-based metrics. This would include metrics such as performance and availability.

Front 28

How are service metrics calcuated

Back 28

Service metrics are the product of the end-to-end service, and are calculated using component metrics.

Front 29

What is an incident

Back 29

an unplanned interruption to an IT service or reduction in the quality of an IT service.

Front 30

What does the dashboard utility do?

Back 30

Dashboards provide management-level reports to users and customers and can also give real-time statistics for processes and utilization. Dashboards are useful for monitoring and diagnosing as well as reporting and determining trends.

Front 31

What does the Workflow Engine do?

Back 31

A Workflow Engine would allow the pre-definition and control of defined processes.

Front 32

What does the Remote Control do?

Back 32

Remote Control is a technology used by Service Desk analysts and other support groups to be able to take control of the user's desktop or servers for problem analysis and resolution.

Front 33

What do Diagnostic Utilities do?

Back 33

Diagnostic Utilities would be useful if the technology incorporated the capability to create and use diagnostic scripts and other diagnostic utilities.

Front 34

What are the two aspects of the Service Catalog?

Back 34

The Business Service Catalog
The Technical Service Catalog

Front 35

What should be included in the Formal Contract? (5)

Back 35

- Security requirements
- Business continuity requirements
- Mandated technical standards
- Migration plans
- Disclosure agreements

Front 36

What's the purpose of the implement element in ISMS

Back 36

to make sure that the proper procedures, tools, and controls are implemented to strengthen the Information Security Policy

Front 37

What's the purpose of the control element in ISMS

Back 37

are to establish a framework, establish an organization structure, and to allocate responsibilities

Front 38

What's the purpose of the plan element in ISMS

Back 38

devising suitable security measures with respect to the needs of the organization.

Front 39

What's the purpose of the Evaluation element in ISMS

Back 39

watching for potential security incidents, as well as carrying out internal audits. It also involves supplying information to external auditors if necessary

Front 40

What are the ITIL v3 Lifecycle core volumes?

Back 40

Service strategy, Design, Transition, operations, and continual service integration

Front 41

Which of the following options should be the single point of contact for IT users on a day-by-day basis?

Back 41

Service Desk

Front 42

What does automation improve?

Back 42

Utility and Warranty of services

Front 43

A configuration item is under the control of which service management process?

Back 43

Change management. CIs need to be managed in order to deliver an IT service.

Front 44

What is an example of a Service Asset?

Back 44

Resources and Capabilities

Front 45

Monitoring soft issues requires what?

Back 45

Feedback

Front 46

What is the core of Service Management?

Back 46

Transforming resources into valuable services

Front 47

What two factors make service value?

Back 47

Utility, Warranty

Front 48

What does Utility do?

Back 48

Defines the function that an IT Service provides from the customers perspective

Front 49

What does Warranty do?

Back 49

Provides the customer a level of reassurance and gaurentee the Service will me agreed requirements.

Front 50

What are the attributes of warranty?

Back 50

Availability, capacity, continuity, and security levels

Front 51

3 Categories of services in service protfolio

Back 51

Service Pipeline, Service Catalog, Retired Services.

Front 52

What are the five aspects of service design

Back 52

Measurement systems and metrics.
Business processes.
Service management systems and tools.
Technology architectures.
New or changed services