Proprietary Knowledge is difficult to adopt, replicate or transfer since it is often undocumented
Public standards are always cheaper to adopt
Public frameworks are prescriptive and tell you exactly what to do
Proprietary knowledge has been tested in a wide range of environments
1 only
2 and 3 only
1,2, and 4 only
All of the above
Service Operation
Service Transition
Continual Service Improvement
Service Strategy
Incidents must only be logged if a resolution is not immediately available
Only incidents reported to the Service Desk can be logged
All incidents must be fully logged
The Service Desk decide which incidents to log
Baseline assessments
Service and process improvements
Taking measurements and recording metrics
Setting measurement targets
The Service Level Manager
The IT Service Continuity Manager
The Service Catalogue Manager
The Supplier Manager
To ensure that the organization can continue to operate in the event of a major disruption or disaster
To ensure that the workplace is a safe environment for its employees and customers
To ensure that the organization assets, such as information, facilities and building are protected from threats, damage or loss
To ensure only the change requests with mitigated risks are approved for implementation
A measurement of cost
A function described within Service Transition
The team of people responsible for implementing a release
The portion of a service or IT infrastructure that is normally released together
Demand Management
Supplier Management
Service Desk
RequestFulfilllment
Process owners are more important to service management than service owners
Service owners are more important to service management than process owners
Service owners are as important to service management as process owners
Process owners and service owners are not required within the same organization
A Service Level Agreement (SLA)
A Request for Change (RFC)
The Service Portfolio
A Service Description
The value of a service
Customer satisfaction
Total Cost of Ownership (TCO)
Key Performance Indicators (KPIs)
Negotiating and agreeing Service Level Agreement
Negotiating and agreeing Operational Level Agreements
Ensuring that the information within the Service Catalogue is adequately protected and backedup.
Only ensure that adequate technical resources are available
Early Life Support
Service Test Manager
Evaluation
Release Packaging and Build Manager
Request for Change
Problem Resolution
Incident Records
New Known Errors
Service Design
Service Transition
Service Strategy
Service Operation
The Service Level Manager
The Configuration Manager
The Change Manager
The Information Security Manager
The Change Advisory Board
A person that provides formalauthorisation for a particular type of change.
A role, person or a group of people that provides formalauthorisation for a particular type of change.
The Change Manager who provides formal authorisation for each change
Technical and Service
Resource and Proactive
Reactive and Technical
Proactive and Reactive
The utility of a service
The warranty of a service
The economic value of a service
Return on investment
Capacity Management
Incident Management
Service Level Management
Financial Management
1, 2, and 3 only
1, 3, and 4 only
2, 3, and 4 only
All of the above
People, Products, Partners, Profit
People, Process, Products, Partners
Potential, Preparation, Performance, Profit
People, Potential, Products, Performance
Incident Management
Service Asset and Configuration Management
Capacity Management
IT Service Continuity
Operational Level Agreement (OLA)
Capacity Plan
Service Level Agreement (SLA)
SLA Monitoring Chart (SLAM)
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