Few Definitions and Abbreviations
- Trend Analysis can be done by Proactive Problem Management
- Delivery and Support of services is related to Service Transition
- During balancing service operations and stability, Quality of service is the key to measure
- Utility means fit for purpose
- Warranty means fit for use
- Utility and Warranty are two factors of creating service values
- All repository used to knowledge and information is called SKMS (Service Knowledge Management System)
- Active role of Incident management is to minimize the duration and effect of incidents
- Process Owner is responsible for ensuing the process fits the desired purpose
- Problem Management is responsible for managing the life cycle of problem
- DML (Definitive Media Library) contains the physical store of software master copies
- CI (Configuration Item) is any component that needs to be managed to provide an IT Service
- Effective communication, Transparent, proactive manners are the keys of service oriented approach
- There are three type of changes, Standard Change, Emergency Change and Normal Change
- Standard Change : have some predefined steps to approve and update
- Emergency Change: can be approved by ECAB (Emergency Change Advisory Board) and update
- Normal Change : neither standard nor emergency
- Combination of in sourcing and outsourcing suppliers are called Multi-sourcing
- 4 Perspectives of IT Service Management are Partners/Suppliers, Processes, People and Products/Technology
- Correct sequence of Deming Cycle is : Plan Do Check Act
- Purpose of IT Function serve is to defines the roles and responsibilities required for IT service design, delivery and management
- There are three types of metrics : Technology Metrics, Process Metrics and Service Metrics.
- TTB (Transform The Business), GTB (Grow The Business) and RTB (Run The Business) are categories of service investment
Few Tips
- Study complete book at least once
- Attempt all questions more then 5 times (PracticeQuiz)
- Sleep at least 8 hours before the paper
- Try to reach at least 30 min earlier the exam time
- Be relax during exam
- Read carefully and slowly all question and answer statements
- Don’t be hurry, you have around 1 min per question time
- Don’t change answer during reviewing the questions (most of the time first selected answer is the correct one)
Good Luck 🙂