CertifQ

The use of _____ should support, not replace, what is observed when using the start where you are guiding principle. Measurement Tools Plans Process Measurement The use of measurement is important to this principle. It should, however, be used to support the analysis of what...

To protect the information needed by the organization to conduct its business To observe services and service components To ensure that accurate and reliable information about the configuration of services is available when and where it is needed To plan and manage the lifecycle of...

Use a single workflow for all types of service request Use different workflows for each type of service request Avoid workflows for simple service requests Leverage existing workflows whenever possible Leverage existing workflows whenever possible Different types of service requests will have different fulfilment workflows,...

By using all the guiding principles equally when making any decision By using the most relevant principles to the specific decision By using the focus on value principle among others that are relevant to the specific decision By reviewing each guiding principle to decide how...

Incident management Problem management Change enablement Service-level management Incident management Third-party products and services that are used as components of a service require support agreements which align the obligations of the supplier with the commitments made by the service provider to customers. Management of incidents...

The functionality offered by a service to meet a particular need Assurance that a service will meet agreed requirements The amount of money spent on a specific activity or resource The perceived benefits, usefulness, and importance of something The functionality offered by a service to...

Organizations and people Information and technology Partners and suppliers Value streams and processes Organizations and people The organization and people dimension of a service covers roles and responsibilities, formal organizational structures, culture, and required staffing and competencies, all of which are related to the creation,...

Incidents Problems Events Requests Events An event is any change of state that has significance for the management of a service or other configuration item (CI). Events are typically recognized through notifications created by an IT service, CI, or monitoring tool.

The frequency of the customer’s requests for service delivery The consumer demand for the service The time needed to realistically deliver the service The service levels of the supplier The time needed to realistically deliver the service The expectations of users regarding fulfilment times should...

Organizations and people Information and technology Partners and suppliers Value streams and processes Value streams and processes Value stream is a series of steps an organization undertakes to create and deliver products and services to consumers. Process is a set of interrelated or interacting activities...