C846 - Business of IT Applications Questions
and Answers (100% Correct Answers) Already
Graded A+
Service [ Ans: ] Means of delivering value to customers
by facilitating the outcomes customers
want to achieve without the ownership
of specific costs and risk
IT Service Management (ITSM) [ Ans: ] Complete set of
activities required to
provide value to a customer through
services, including policies and
strategies to:
• Plan
• Design
• Deliver
• Operate
• Control
,IT Infrastructure Library (ITIL) [ Ans: ] Developed as a
framework for
organizations to use in order to perform
ITSM
Best Practices [ Ans: ] Proven activities or processes that
have been successfully used by
many different organizations in a
specific industry
The Sources of Best Practices [ Ans: ] • Standards
• Industry Practices
• Academic Research
• Training and Education
• Internal Experience
The Service Lifecycle [ Ans: ] • Service Strategy
• Service Design
• Service Transition
• Service Operation
,• Continual Service Improvement
Process [ Ans: ] Set of coordinated activities combining
resources and capability to produce an
outcome that creates value for the
customer
Process Characteristics [ Ans: ] 1. Responds to a specific
event (called a
trigger)
2. Measurable with metrics like
performance, cost, productivity,
quality, and duration.
3. Produces specific result
4. Delivers a result to a defined
customer to meet expectations
Three-Layered Model of a Process [ Ans: ] 1. Process
Control
• Process Policies, ownership,
, documentation, review programs, etc.
2. The Process Itself
• Process steps, procedures, work
instructions, roles, triggers, metrics,
inputs, and outputs
3. Process Enablers
• Resources and capabilities required to
support the process
Functions [ Ans: ] • Self-contained unit of an organization
specialized to perform specific tasks
and are responsible for an outcome
• Functions actually perform the activities
of processes
• Functions consist of a group of people
and the tools they use
Processes vs Functions [ Ans: ] • Processes help
organizations achieve
and Answers (100% Correct Answers) Already
Graded A+
Service [ Ans: ] Means of delivering value to customers
by facilitating the outcomes customers
want to achieve without the ownership
of specific costs and risk
IT Service Management (ITSM) [ Ans: ] Complete set of
activities required to
provide value to a customer through
services, including policies and
strategies to:
• Plan
• Design
• Deliver
• Operate
• Control
,IT Infrastructure Library (ITIL) [ Ans: ] Developed as a
framework for
organizations to use in order to perform
ITSM
Best Practices [ Ans: ] Proven activities or processes that
have been successfully used by
many different organizations in a
specific industry
The Sources of Best Practices [ Ans: ] • Standards
• Industry Practices
• Academic Research
• Training and Education
• Internal Experience
The Service Lifecycle [ Ans: ] • Service Strategy
• Service Design
• Service Transition
• Service Operation
,• Continual Service Improvement
Process [ Ans: ] Set of coordinated activities combining
resources and capability to produce an
outcome that creates value for the
customer
Process Characteristics [ Ans: ] 1. Responds to a specific
event (called a
trigger)
2. Measurable with metrics like
performance, cost, productivity,
quality, and duration.
3. Produces specific result
4. Delivers a result to a defined
customer to meet expectations
Three-Layered Model of a Process [ Ans: ] 1. Process
Control
• Process Policies, ownership,
, documentation, review programs, etc.
2. The Process Itself
• Process steps, procedures, work
instructions, roles, triggers, metrics,
inputs, and outputs
3. Process Enablers
• Resources and capabilities required to
support the process
Functions [ Ans: ] • Self-contained unit of an organization
specialized to perform specific tasks
and are responsible for an outcome
• Functions actually perform the activities
of processes
• Functions consist of a group of people
and the tools they use
Processes vs Functions [ Ans: ] • Processes help
organizations achieve
