IT Service Methodologies Exam Questions and Answers 100% Pass

IT Service Methodologies Exam Questions and Answers 100% Pass marketplace & marketspace - Answers Business organizations now compete in two worlds: marketplace - Answers the physical world for people and things marketspace - Answers a virtual world of information Physical Value Chain - Answers It includes acquiring raw materials, operations, delivery, sales and marketing, and service. Virtual Value Chain - Answers It comprises the digital and virtual realms of information to create value. Gather, Organize, Select, Synthesize, Distribute - Answers There are five (5) components of the virtual value chain: Stage 1: New Processes - Answers It involves envisioning physical operations more effectively with information such as PLDT employing "paperless billing" to their customers and moving the process from a manual paper-based filing system to a central computerized database. It is an essential step to utilize the benefits of the marketspace fully. Stage 2: New Knowledge - Answers In this stage, digital and virtual alternatives substitute for physical information. PLDT would gather much more information using their website than their physical locations as they can easily market and link their websites to social media posts. It would help IT services gather and organize information at a larger and faster rate. Stage 3: New Services - Answers This stage analyzes new information to discover new service needs and methods to deliver value. For PLDT, they started a Home Rewards program wherein customers earn crystal that they could use to exchange for exciting treats, bill rebates, and discounts. PLDT saw how customers would rather pay online than onsite and took this opportunity to create a system that would keep customers visiting and paying directly on their website. Stage 4: New Relationships - Answers In this last stage, opportunities for collaboration with customers to create values are explored. PLDT could assign brand ambassadors to promote their new promo and deals or create testimonials about their experience with the organization. This stage opens possibilities for better and prolonged loyalty of the customers. Invasion of Privacy - Answers With technology as an enabler for easier data gathering, it can still be misused by third parties with malicious motives. Massive data storage capabilities in a cloud put the users' personal information at risk of being searched and exposed. Data Security - Answers An organization's responsible for taking the best care and having the best intention for their user's information. It could prevent possible lawsuits and federal charges that might arise. Reliability - Answers There are instances that information from users cannot be fully trusted as some do surveys and randomly click on any option available without any thought. It could affect the value of the information and can alter plans for new services. Fairness - Answers The users must always know where their information will go after every website cookie they accept or every filled-up form they submit. It creates a trusting relationship between the service providers and their users. 1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement (CSI) - Answers IT Service Management (ITSM) has five (5) stages based on the ITIL framework: Service Strategy - Answers It is the basis and first step in the cooperation between IT and the organization's needs. It defines the services to be offered, the strategic planning process, and the development of the required assets and infrastructure to keep processes moving. It allows organizations to focus on the "whys." Instead of the "hows" when planning. Service Strategy - Answers This also identifies potential risks and threats to the successful delivery of the services, even though IT departments tend to spend too little time on it. Strategy Management for IT Services - Answers assesses the market and how the organization plans to service it. Service Portfolio Management - Answers the structured analysis of different services an organization wants to offer based on how much they cost to deploy and the value they can bring back to the organization. Demand Management - Answers it scales resources to demand. It requires a specified definition of the organization's service and the costs when failing to meet anticipated demands. Business Relationship Management - Answers focuses on identifying customers and understanding their expectations that detail creating and operating customer feedback registries, surveys, and complaint logs. Service Design - Answers It is when the ideas during Service Strategy begin to take form. Its result is a proposed IT solution that fits the determined objectives. And if neglected, the organization risks inventing sums of money and manpower by just developing a subpart IT solution that cannot even directly address the organization's needs. Service Level Management - Answers ensures that the organization remains aware of all commitments, contracts, and other obligations. Risk Management - Answers the process of plotting risk against reward. Capacity Management - Answers allows IT departments and managers to analyze capacity requirements that the organization needs, such as speed, bandwidth, and service space, based on the service delivered. Availability Management - Answers focuses on the qualitative capacity, such as if an IT department has the requisite personnel, tools, and infrastructure to complete a project. Compliance Management - Answers the legal side of this process that reviews all relevant internal and external regulations from company policy to federal law. Supplier Management - Answers ensures that the organization's external suppliers of IT resources are equipped to meet the demands of the Service Design. Service Transition - Answers It is wherein real action is taken to implement the proposed service. This process is the point that organization systems and their people face adapting to and learning how to use a new service delivery system that opens to risks such as service interruptions, data security breaches, and human error. Service Operation - Answers It is the recurring and day-to-day delivery of organization services and all that it entails to pattern a reliable and repeatable delivery of expected services to the users. It includes substantial contingency plans to address and solve anomalies, errors, and disruptions to service norms. Continual Service Improvement (CSI) - Answers It evaluates and improves all the other processes by providing a feedback loop that continually sharpens the quality of the services being delivered by gathering information, extracting value and lessons from the information, and incorporating them back into the system as efficiently as possible. Service Review - Answers gives out survey requests to users for purchased products and services. Process Evaluation - Answers includes benchmarking and continuity, which is the maintenance of an ongoing stream of data about the effectiveness of ongoing service processes. Definition of CSI Initiatives - Answers collects data from service review and process evaluation to define CSI Initiatives to improve the service. Initiatives can be internal, which only involves the IT team, or external, which involves the users doing a new feedback set. Event Management - Answers monitors and sets standards for "events" or changes in the system that affect the system's configuration that might prompt action from an IT personnel. Incident Management - Answers undergoes appropriate analysis of incident and escalations