A. The part of the business process that is critical to providing the service
B. How quickly a service or component can be restored to normal working order
C. How long a service or component can perform its agreed function without failure
D. The ability of a third-party supplier to meet the terms of its contract
A. Strategic customers
B. Valued customers
C. Internal customers
D. External customers
A. Service transition
B. Service level management
C. Service catalogue management
D. Demand management
A. Continual service improvement
B. Service design
C. Service operation
D. Service strategy
A. Public frameworks are prescriptive and tell you exactly what to do
B. Proprietary knowledge has been tested in a wide range of environments
C. Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented
D. Public frameworks are always cheaper to adopt
A. Change baseline
B. Asset baseline
C. Project baseline
D. Configuration baseline
A. Internal departments
B. The facilities management function
C. Customers
D. Suppliers, manufacturers and vendors
A. To ensure that sufficient capacity is provided to deliver the agreed performance of services
B. To ensure that an agreed level of IT service is provided for all current IT services
C. To create and populate a service catalogue
D. To carry out the service operations activities needed to support current IT services
A. It can be fully implemented in 30 days
B. It makes technology architecture easy to design
C. It always guarantees cost savings
D. Its practices are applicable to any IT organisation
A. A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose
B. A set of specialized organizational capabilities for providing value to customers in the form of services
C. Units of organizations with roles to perform certain activities
D. The management of functions within an organization to perform certain activities
A. The information security management system
B. The availability management information system
C. The service knowledge management system
D. The capacity management information system
A. Enabling the service provider to have a clear understanding of what levels of service will make their customers successful
B. Reduction in the duration and frequency of service outages
C. Allows higher volumes of successful change
D. Reduction in unplanned costs through optimized handling of service outages
A. Pre-determined routing of a service request
B. Reducing the time to compile service data
C. Faster resource allocation
D. Monitoring service availability
A. The service portfolio
B. A service level agreement (SLA)
C. A request for change (RFC)
D. A service description
A. It improves the control of service assets and configurations
B. It supports the creation of a portfolio of quantified services
C. It reduces total cost of ownership (TCO) of services
D. It provides quick and effective access to standard services
A. Identification of risk, analysis and management of the exposure to risk
B. Control of exposure to risk and investment of capital
C. Training of all staff and investment of capital
D. Training in risk management for all staff and identification of risks
A. TO handover new service level requirements to the service level management process
B. TO document the initial structure and relationship between services and customers
C. To ensure that all changes are assessed for their impact on service designs
D. To ensure service design packages are handed over to service transition
A. Event management
B. Any appropriate function
C. The service desk
D. Either the service desk or an appropriate third party engineer
