問題一覧
1
(Blank) are practices have been adopted and adapted for service management from general business management domains
General management
2
(blank) are practices that have been developed in service management and ITSM industrie
Service management
3
(Blank) practices that have been adapted from technology management dimains for service management purposes by expanding or shifting their focus from technology solutions to IT services
Technical management
4
The purpose of this management practice is to provide understanding of all the different elements that make up an organization and how those elements interrelate, enabling the organization to effectively achieve its current and future objectives. It provides the principles, standards, and tools tjat enable an organization to manage complex change in a structured and Agile way
Architecture management
5
The purpose of this practice is to align the organizations practices and services with changing business needs through the ongoing improvement of products, services, and practices, or any element involved in the management of products and services.
Continual improvement
6
A general management practice that protect the information needed by the organization to conduct its business. This includes understanding and managing risks To the confidentiality, integrity, availability of information, as well as other aspects of information security, such as authentication And And non-repudation.
Information security management
7
The purpose of this general management practice is to maintain and improve the effective, efficient, and convenient use of information and knowledge across the organization.
Knowledge management
8
Practice that supports your decision-making and continual improvement by decreasing the levels of uncertainty. This is achieved through the collection, relevant data on various manage objects and the valid assessment of this data in an appropriate context. manage objects include, but are not limited to, products and services, practices and value, chain activities, teams and individuals, Suppliers and partners, and the organizations as a whole.
Measurement and reporting
9
What is CSF (Critical success factor)?
A necessary recognition for the achievement of intended results
10
The purpose of this general management practice is to ensure that changes in an organization or smoothly and successfully implemented, and that lasting benefits are achieved by managing the human aspects of the changes
Organizational change management
11
It ensures that the organization has the right mix of programmes, Project, products, and services to execute the organization’s Strategy within its funding and resource constraints.
Portfolio management
12
It ensures that all projects in the organization are successfully delivered. This is achieved by planning, delegating, and maintaining control of all aspects of a project, and keeping the motivation of the people involved.
Project management
13
True or false: The purpose of the relationship management practice is this published a nurture the links between the Organization and it stakeholders at strategic and tactical levels. It includes identification, analysis, monitoring, continual improvement of relationships with and between stakeholders.
True
14
It ensures that the organization understands and effectively handles risks. Managing risk is essential to ensuring the ongoing sustainability of an organization and creating value for its customer.
Risk management
15
A problem that has been analyzed, but has not been resolved
Known error
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A cause, or potential cause, of one or more incidents
Problem
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A solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available.
Workaround
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Any component that needs to be managed in order to deliver an IT service.
Configuration item
19
Captures demand for incident, resolution, and Service requests. It should also be the entry point and single point of contact for the service provider with all of its users.
Service desk
20
It supports the agreed quality of a service by handling all Predefined, user initiated service requests in effective and user-friendly manner.
Service request management
21
A request from a user or a user’s authorized representative that Initiates a service action which has been agreed as a normal part of service delivery.
Service request
22
What is the definition of service?
A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks