SCS Module 3
What requirements does an effective Service Catalog fulfill? - ANS--Having clear definitions of
the services provided
-Identifies the components and resources underpinning the services
-Identifies the costs associated with provisioning the services
An effective Service Catalog addresses these fundamental principles... - ANS--What is not
defined cannot be controlled; what is not controlled cannot be measured; therefore, what is not
measured cannot be improved.
The Service Catalog serves as a ___________ between the ____________ ___________ and
IT. - ANS-liaison; Service Consumer
Describe the Top-down methodology of constructing a Service Definition. - ANS-1. Determine
the Desired outcome.
2. Identify business processes and deliverables
3. Identify supporting IT systems
4. Come up with a Service Definition
In structuring a service, from the customer's perspective, what seven things should be
identified? - ANS-1. Business Function
2. Business Process
3. Business Process Outcomes/ Deliverables
4. IT System or Application
5. System utility or functionality delivered
6. IT Service Defined
7. Service Success Criteria
What are the six steps for defining Services? - ANS-1. Prepare
2. Plan interviews
3. Conduct interviews and collect data
4. Analyze/ Collate findings and create service descriptions
5. Create Service Offerings
6. Establish Service Cost & Price
Defining Services, Step 1. What activities must be performed at this step? - ANS--Determine the
scope
-Identify key resources (Service Catalog and Service Level Process Owners/Managers)
-Identify and document required activities
What requirements does an effective Service Catalog fulfill? - ANS--Having clear definitions of
the services provided
-Identifies the components and resources underpinning the services
-Identifies the costs associated with provisioning the services
An effective Service Catalog addresses these fundamental principles... - ANS--What is not
defined cannot be controlled; what is not controlled cannot be measured; therefore, what is not
measured cannot be improved.
The Service Catalog serves as a ___________ between the ____________ ___________ and
IT. - ANS-liaison; Service Consumer
Describe the Top-down methodology of constructing a Service Definition. - ANS-1. Determine
the Desired outcome.
2. Identify business processes and deliverables
3. Identify supporting IT systems
4. Come up with a Service Definition
In structuring a service, from the customer's perspective, what seven things should be
identified? - ANS-1. Business Function
2. Business Process
3. Business Process Outcomes/ Deliverables
4. IT System or Application
5. System utility or functionality delivered
6. IT Service Defined
7. Service Success Criteria
What are the six steps for defining Services? - ANS-1. Prepare
2. Plan interviews
3. Conduct interviews and collect data
4. Analyze/ Collate findings and create service descriptions
5. Create Service Offerings
6. Establish Service Cost & Price
Defining Services, Step 1. What activities must be performed at this step? - ANS--Determine the
scope
-Identify key resources (Service Catalog and Service Level Process Owners/Managers)
-Identify and document required activities
