102. Which of the following is the BEST description of a Service-based Service Level Agreement [SLA]?A. An agreement with an individual customer group, covering all the services that they use
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Exam1passEasiest way to passITexamsB. An agreement that covers one service for a single customerC. An agreement that covers service specific issues in a multi-level SLA structureD. An agreement that covers one service for all users of that serviceAnswer:D103. Which of the following would you expect to find in a contract for an underpinning service?1. Service vision and mission2. Service description and scope3. Responsibilities and dependencies
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Exam1pass Help You Pass Any IT Exam106. Which of the following are objectives of Service Design?
104. Where should details of a Workaround always be documented?
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105. Which of the following statements about processes is INCORRECT?
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Exam1passEasiest way to passITexams1. Design services to satisfy business objectives2. Identify and manage risk3. Design effective and efficient processes4. Design a secure and resilient IT infrastructureA. 1 onlyB. 2 and 3 onlyC. 1, 2 and 4 onlyD. All of the aboveAnswer:D
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107. You are reviewing a presentation that will relay the value of adopting Service Design disciplines.Which statement could NOT be part of this value proposition?
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108. Which phase of the ITIL lifecycle provides the following benefit:The Total Cost of Ownership [TCO] of a service can be minimized if all aspects of the service, theprocesses and the technology are considered during development'?
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Information technology management, Service level agreement, IT Services
From IT Process Wiki
Objective: ITIL Service Catalogue Management aims to ensure that a Service Catalogue is produced and maintained, containing accurate information on all operational services and those being prepared to be run operationally. This process provides vital information for all other ITIL service management processes: service details, current status and the services' interdependencies.
Part of: Service Design
Process Owner: Service Catalogue Manager
Process Description
Service Catalogue Management was added as a new process in ITIL V3.
In the previous ITIL version, the Service Level Management process mentioned the concept of a Service Catalogue.
ITIL V3 takes this concept further, introducing a dedicated process to ensure that the Service Catalogue is up-to-date and contains reliable information.
A clear distinction exists between Business Services in the Service Catalogue [services visible to the customer, defined by SLAs] and Supporting Services [services visible only inside the IT organization, defined by OLAs or UCs].
In ITIL 2011 the process interfaces have been adapted slightly following the introduction of the Design Coordination process. The process overview of Service Catalogue Management [.JPG] shows the key information flows [see fig. 1].
ITIL 4 refers to 'Service Catalogue Management' as a service management practice.
Sub-Processes
No sub-processes are specified for Service Catalogue Management.
Definitions
The following ITIL terms and acronyms [information objects] are used in Service Catalogue Management to represent process outputs and inputs:
Required Modifications to Service Catalogue
- A request from a Service Management process to change the Service Catalogue. This request is sent to Service Catalogue Management if new services or service attributes must be recorded.
Service Catalogue
- A database or structured document with information about all live services, including those available for deployment. The Service Catalogue is the only part of the Service Portfolio published to Customers, and is used to support the sale and delivery of IT Services. The Service Catalogue includes information about deliverables, prices, contact points, ordering and request processes.
Checklists | Templates
- Service Catalogue template
Roles | Responsibilities
Service Catalogue Manager - Process Owner
- The Service Catalogue Manager is responsible for maintaining the Service Catalogue, ensuring that all information within the Service Catalogue is accurate and up-to-date.
Service Catalogue Management [no sub-processes specified] | A[1]R[2] |
Remarks
[1] A: Accountable according to the RACI Model: Those who are ultimately accountable for the correct and thorough completion of the ITIL Service Catalogue Management process.
[2] R: Responsible according to the RACI Model: Those who do the work to achieve a task within Service Catalogue Management.
Notes
By: Stefan Kempter
Process Description › Definitions › Templates › Roles