Service Delivery Process

1. What is service?

• The promotion of economic activities offered by a business to its clients

• A valuable action, deed or effort performed to satisfy a need or to fulfill a demand

• The level of assistance provided to facilitate the purchase by the client

• The way you serve your customers to create greater value for them

Which of the following are the cost of service level management?

i. Personnel cost

ii. Operational cost

iii. Reduced cost

iv. Transportation

• i and ii

• i and iv

• i and iv

• All above

What is the main objective of service level management?

• To improve their skills in handling the issues

• To design services in accordance with the agreed service level targets

• To monitor and report on service levels

• To align and manage IT services

How service level management deals with various issues related to service delivery across business units and helps in the management of services?

• It assists in delivering, maintaining and improving IT services up to the desired level

• It helps in estimating the cost associated with the services

• It provides valuable information about the quality perception

• It provides information about the actual availability of IT services

What are the three major activities which take place within financial management for IT services?

• Purchasing products, organizing and maintaining account

• Arranging loans, selling and purchasing products

• Accounting, budgeting and charging

What is the objective of the IT service continuity management?

• To help in ensuring that all IT services are capable of providing value to the customer

• To define the vision, strategy and planning in accordance with the business process

• Helps in determining the cost of the IT services

• To identifies and classifies the cost structure of IT services

Select three main elements of capacity management?

• Inputs

• Sub-processes

• Processes

• Output

What are the major process involved in IT services continuity management?

i. Collection of service level requirements

ii. Identify risk to each information technology service layer

iii. Proposing contingent solution

iv. Formalizing operation level agreement

• i and ii

• ii and iii

• i, ii and iii

• i, iii and iv

Those are the main processes of service continuity except

i. Fail over

ii. Backup

iii. Restoration

• ii only

• i only

• i and ii

• ii and iii

What is the advantage of IT service continuity management?

• Initial time and cost required to initiate, develop and implement IT continuity management

• The associated cost is acceptable

• It minimize the interruption to their business activities

• It make sure that the availability standards are monitored continuously and improved