Question 4 Question 5 Which of the following provides the correct set of governance levels managed by an organization? a) b) c) d) Technology, Service, Business Financial, Legal, Security Process, Service, Technology IT, Corporate, Enterprise Chapter 11 References ITIL®.
Continual Service Improvement (2011) OGC.
Passing your ITIL® Foundation Exam (2007) OGC.
Service Design (2011) OGC.
Service Operation (2011) OGC.
Service Strategy (2011) OGC.
Service Transition (2011) OGC.
ITSMF International (2007).
Foundations of IT Service Management Based on ITIL® V3.
Zaltbommel, Van Haren Publishing.
ITSMF International (2008).
ISO/IEC 20000: An Introduction.
Zaltbommel, Van Haren Publishing.
ITSMF International (2006).
Metrics for IT Service Management, Zaltbommel, Van Hare Publishing.
The Art of Service (2008) CMDB and Configuration Management Creation and Maintenance Guide, Brisbane, The Art of Service.
The Art of Service (2008) How to Develop, Implement and Enforce ITIL® v3 Best Practices, Brisbane, The Art of Service.
The Art of Service (2008) IT Governance, Metrics and Measurements and Benchmarking Workbook, Brisbane, The Art of Service The Art of Service (2007) ITIL® Factsheets, Brisbane, The Art of Service (2008) Risk Management Guide, Brisbane, The Art of Service. 327 328 ITIL® Foundation certification kit—4th edition Websites www.artofservice.com.au www.theartofservice.org www.theartofservice.com (Company website) (Online Learning) (Products and Books) Chapter 12 Glossary Term accounting Definition (ITIL® Service Strategy) The process responsible for identifying the actual costs of delivering IT services, comparing these with budgeted costs, and managing variance from the budget.
A set of actions designed to achieve a particular result.
Activities are usually defined as part of processes or plans and are documented in procedures. (ITIL® Service Operation) A notification that a threshold has been reached, something has changed, or a failure has occurred.
Alerts are often created and managed by system management tools and are managed by the event management process.
Software that provides functions that are required by an IT service.
Each application may be part of more than one IT service.
An application runs on one or more servers or clients. (ITIL® Service Design) The activity responsible for understanding the resource requirements needed to support a new application or a major change to an existing application.
Application sizing helps ensure that the IT service can meet its agreed service level targets for capacity and performance. (ITIL® Service Strategy) Any resource or capability.
The assets of a service provider include anything that could contribute to the delivery of a service.
Assets can be one of the following types: management, organization, process, knowledge, people, information, applications, infrastructure, or financial capital.
See also customer asset; service asset; strategic asset.
Attribute (ITIL® Service Transition) A piece of information about a configuration item.
Examples are name, location, version number, and cost.
Attributes of CIs are recorded in a configuration management database (CMDB) and maintained as part of a configuration management system (CMS).
See also relationship; configuration management system. activity
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