The process owner Actions from service review meetings should only be assigned to the service provider NEW QUESTION 463 NEW QUESTION 447 Copyright © 2019 Emory University - All Rights Reserved | 201 Dowman Drive, Atlanta, Georgia 30322 USA 404.727.6123, | 201 Dowman Drive, Atlanta, Georgia 30322 USA 404.727.6123, Service Asset and Configuration Management, Generates a certain number of Knowledge Items per organizational requirements, Approves Knowledge Submissions for assigned area, Assists in establishing and improving the processes, Ensures targets (by group) are reached for the quality and the quantity of knowledge, Advocates Knowledge Management use and contributions within the group, Works with the Knowledge Manager and other Knowledge Champions to review and audit/self-assess the process and its techniques and methods, Assists in providing guidance and input into the Knowledge Management strategy, Provides ongoing support and training for users (implementations/Q & A/ Tier I support), Maintains Knowledge within the KM Database, Requests Changes and additions to the Knowledge Management System via the Change Management process, Prepares documentation for new or existing Knowledge, Deploys the process and related methods and techniques, Evaluates performance metrics against the defined critical success factors, institutes actions to correct shortcomings or further streamline the process, and prioritizes expansion activities, Determines Service Lifecycle information requirements, Reviews and audits the process and its techniques and methods to ensure they are continuously improved, Interfaces with other processes and/or business functions to ensure processes are put in place to capture data, information and knowledge and leverage benefits provided by the Knowledge Management process, Accountable for Knowledge Contents and the quantity and quality of knowledge and the effectiveness of its use, Directs and schedules the training of staff and Knowledge Management Champions, Evaluates performance metrics against the defined critical success factors and institutes actions to correct shortcomings, Sponsors the process by ensuring the Knowledge Manager has adequate resources to design the Knowledge Management process to conform to best practices and meet the needs of the organization, Arbitrates in any dispute over the allocation of responsibilities and sponsors the communication campaign to promote awareness and acceptance of the Knowledge Management process, Provides the description, mission statement, roadmap, strategy, process objectives, and metrics to measure success and obtain formal approval for the Knowledge Management process and its associated procedures, Monitors and reviews the execution of the Knowledge Management process at a high-level, ensures it remains consistent with the organization’s current culture and IT Service Management strategy, and ensures coordination with all other IT processes, Participates in the IT Governance activities. NEW QUESTION 448 Metrics are a concrete way of defining what a knowledge management or content management project will achieve, and whether it met those goals. Knowledge goals: they are expressed by the use of verbs like evaluate, predict, monitor. And metrics serve for the quantitative assessment of a process to be measured.For instance, the percentage of the incidents resolved by the first level support can be metrics for the incident management and problem management process.The â¦ A. NEW QUESTION 461 It supports the creation of a catalogue of services D. It is a legally binding contract outlining services delivered to an IT service provider that underpin a service that provider delivers to its customers. A RAM serves the purpose of showing which activities belong to each team member. D. How request for changes (RFCs) are approved for software releases in the IT production environment. B. The DML is a single logical storage area even if there are multiple locations. The Availability Manager is responsible for defining, analyzing, measuring, planning, and improving all aspects of the availability of IT services. B. A. 2 and 3 A technician informs their manager that more resource is needed to restore the service. C. Products B) The CMS is part of the SKMS. B. B. C. The service portfolio A. 2. A. Figure 1-1 illustrates this by showing that the vice president of each of these functions reports directly to the president or CEO of the company. Knowledge Synthesizers / Knowledge Stewards: This role is responsible for keeping knowledge up to date (Skyrme 2011) and recording significant knowledge â¦ Some answers are wrong. Knowledge managersare accountable for the acquisition and management of internal and external knowledge. C. The service owner Knowledge leaders, also introduced as knowledge management champions, who are responsible for promoting KM within the enterprise. D. Development or purchase of tools and deployment of the process. Investors and shareholders watch these measures closely to assess valuation and to monitor â¦ The service owner, service level agreement and set of process procedures APM Body of Knowledge 7th edition. The definitive media library Which is an objective of the design coordination process? Which statement about service review meetings is FALSE? Goal: Knowledge Management aims to gather, analyze, store and share knowledge and information within an organization. D. Business relationship management, Answer: B It is a secure library in which the latest versions of authorized software items are stored and protected. Correct Answer: D: Term. B. D. Customers for whom the cost of the service is the primary driver, Answer: C A. Technical is often referred to as âknow-howâ and the other consists of beliefs, ideals, values, schemata and mental models (Nonaka and Takeuchi, 1995). Knowledge Transfer (KT) is a key activity in any service transition plan- for a new service or a change in service. KM Specialist. Who is responsible for defining metrics for change management? Knowledge work is mostly unseen, and therefore difficult to measure. Project Performance Metrics. The process owner, process policy and set of process activities D. A hierarchic escalation. We will go over them in the third part of this article. Explanation: Online Journal of Applied Knowledge Management A Publication of the International Institute for Applied Knowledge Management Volume 2, Issue 2, 2014 164 and cognitive. The change advisory board (CAB) B. What is the BEST definition of a definitive media library? C. It is a written agreement between a supplier and the IT customer(s), defining the key service targets and responsibilities of both parties. D. Processes. D. The part of the business process that is critical to providing the service. Q 451. Description: Responsible for the execution of the Process, either by directly performing or by delegating responsibilities. Which one of the following answers shows two of the activities relating to tools that will take place during the transition stage of the service lifecycle? To efficiently respond to requests for granting access to services KM Specialist Responsibilities Include: Lead/contribute the development of a knowledge management strategy and associated â¦ A responsibility assignment matrix (RAM), also known as RACI matrix (/ Ë r eÉª s i /) or linear responsibility chart (LRC), describes the participation by various roles in completing tasks or deliverables for a project or business process.RACI is an acronym derived from the four key responsibilities most typically used: responsible, â¦ A. 3. Business requirements technology and management architectures A. NEW QUESTION 442 B. The change management process owner B. With knowledge work, it's the final output that matters, and the steps along the way are often less important. Process requirements technology and management architectures, A. D. Service capacity management, Answer: C Besides, part of that new 465Q ITIL-Foundation dumps are available here: https://drive.google.com/open?id=0B-ob6L_QjGLpWV9NWlZwek9RRjg, http://www.passleader.com/itil-foundation.html. The change management process owner B. NEW QUESTION 465 What BEST describes the value of service operation to the business? Which of the following is NOT an objective of the operations management function? The change management process owner. Answer: C The Program Manager (PM) is the single point of accountability for accomplishing program objectives for TLCSM. It is a structured document with definitive information regarding all live IT services, including those available for deployment. Knowledge management is responsible for maintaining the service knowledge management system (SKMS), which represents the total body of knowledge within the service management organization. Service transition Management policies and guidelines B. C. Training tool administrators how to manage tools and monitoring tool performance in operational environment Explanation: advisera.com/20000academy/knowledgebase/itil-reactive-proactive-problem-management-two-sides-coin/. The SKMS is part of the CMS: 2. B. Swift application of skills to diagnose any IT operations failures that occur A project manager is a highly skilled knowledge worker who has received rigorous training and knowledge in the process of achieving a globally recognized certification. You can read more about benefits management and project success in chapter one and four of the APM Body of Knowledge 7th edition which is a foundational resource providing the concepts, functions and activities that make up professional project management. Those I have detected are: A. It has an intended purpose or a resultant action Which three types of metric support Continual Service Improvement (CSI) activities? D. RACI matrix, Answer: D 1 and 2 It supports the creation of a portfolio of quantified services NEW QUESTION 445 Explanation: en.wikipedia.org/wiki/IT_service_management. D. The continual service improvement manager In service design, which term describes services, technologies and tools? The change â¦ B. Description: Responsible for the execution of the Change Management process. D. To minimize the impact of incidents that cannot be prevented. One article, written by Francie Dalton, details the application of a metrics-based management system, which she defines as a form of managing processes, outcomes and performance that relies on three components: Current state: Establishes the right now regarding key association priorities. C. It defines the control of service assets and configurations Total Life-Cycle Systems Management (TLCSM) is an system development approach of managing a systems development from inception to disposal. Description: Responsible for executing the Knowledge Management process activities and maintaining the Knowledge for a functional area(s) of the organization. The service knowledge management system (SKMS) Definition. C. Management of the definitive media library (DML) In fact, the 4 Pâs of ITIL®Service Design include People so that should say something about how important it is to structure and organize the people involved in delivery of IT services. 1. A confirmation link was sent to your e-mail. Get Creative With Performance Metrics. 1. B. D. It reduces the duration and frequency of service outages. D. To handover new service level requirements to the service level management process. Get The Newest ITIL-Foundation Dumps In PDF And VCE From — http://www.passleader.com/itil-foundation.html (465q VCE and PDF). B. C. To document the initial structure and relationship between services and customers The project manager's role is distributed between the agile team members; however, the knowledge â¦ Metrics define a standard for measuring or evaluating something. C. Provider business assets B. C. It provides quick and effective access to standard services D. Service metrics, technology metrics and Key Performance Indicator (KPI) metrics, NEW QUESTION 456 CSF3 - Provide knowledge and information about new and changed services needed by IT and business staff. It keeps the communication going within the business B. B. Even the Project Management Body of Knowledge (PMBOK Guide) has a section for RACI under matrix-based charts. B. D. The service catalogue. D. The service manager, service contract and set of work instructions. Answer: A New ITIL-Foundation Exam Questions and Answers Updated Recently (20/Mar/2017): NEW QUESTION 435 In order to deliver service successfully, it is necessary that knowledge be captured, organized, and made available to all with a need to know. The primary purpose of Knowledge Management is to improve efficiency by reducing the need to rediscover knowledge. D. The continual service improvement manager. Which process analyses services that are no longer viable and when they should be retired? Doing so prior to service launch is important, in order to serve as a baseline for future measurements. Define the metrics. D. The resources that are utilized to provide value to customers through services, Answer: C Internal service Definition: The attributes of the entities that are measured using this metric, how the metric is calculated, and which primitive metrics it is calculated from. What BEST defines serviceability? Question 448. Where are the details of core and enhancing services provided? This metric measures â¦ C. The policy owner, operational level agreement and set of process steps The service management tool B. Explanation: facweb.northseattle.edu/lryan/IT109%20Intro.ppt. NEW QUESTION 460 C. The implementation and management of quality IT services that meet business needs NEW QUESTION 453 Service portfolio management NEW QUESTION 446 â¢ There is no end-to-end Knowledge Management process. D. It has responsibility for creating policies. B. Premium business assets Meetings should be held on a regular basis to review service achievement C. Service operation And since quality service delivery is all about â¦ How long a service or component can perform its agreed function without failure B. It consists of the initiatives, processes, strategies, and systems that sustain and enhance the storage, assessment, sharing, refinement, and creation of knowledgeâ¦ Knowledge navigatorsare accountable for knowiâ¦ The term âknowledge workerâ was first coined by Peter Drucker in his book, The Landmarks of Tomorrow (1959).Drucker defined knowledge workers as high-level workers who apply theoretical and analytical knowledge Financial Analyst Job Description The financial analyst job description â¦ 3 â Defining data quality. Description: Responsible for documenting knowledge. What are the two MAJOR activities in problem management? Service Solutions for new or changed services What does the continual service improvement (CSI) approach enable a business to achieve? Explanation: list.lu/fileadmin/files/projects/TIPA_T10_ITIL_PAM_r2_v4.1.pdf. NEW QUESTION 438 Which statement about the relationship between the configuration management system (CMS) and the service knowledge management system (SKMS) is CORRECT? C. Service model Human Resource Management is the process of recruiting, selecting, inducting employees, providing orientation, imparting training and development, appraising the performance of employees, deciding compensation and providing benefits, motivating employees, maintaining proper relations with employees and their trade â¦ The approach is pre-authorized ... Who is responsible for defining metrics for change management? Service level management It helps the business in making decisions on improvement initiatives NEW QUESTION 452 It ensures IT services are continuously aligned to business requirements B. Service level management Technology metrics, service desk metrics and Key Performance Indicator (KPI) metrics Knowledge management is the systematic management of an organization's knowledge assets for creating value and meeting tactical & strategic requirements. Description: Has the overall responsibility for ensuring the suitability of the Knowledge Management process to the organization. What BEST defines IT service management? The data quality metrics of complete and accurate data are imperative to this step. What is the BEST description of an external customer? ... For more on metrics â¦ Technical and service Explanation: en.wikiversity.org/wiki/ITIL/Foundation/Service_Management/Processes_functions_and_roles. A. Development or purchase of tools and deployment of the tools Which of the following statements about standard changes are CORRECT? Explanation: wiki.en.it-processmaps.com/index.php/Service_Level_Management. How quickly a service or component can be restored to normal working order B. A. NEW QUESTION 444 C. Service level management C. To provide a channel for users to receive standard services that they are expecting NEW QUESTION 451 Explanation: cherwell.com/blog/7-steps-to-continual-service-improvement-csi-success. Service and process improvement A. Roles and responsibilities across all the service transition processes D. It is a set of tools and databases that is used to manage knowledge, information and data. It is efficient, effective and economical for all IT services C. 3 and 4 The DML may also contain associated CI’s such as licenses and documentation. One or more locations in which the definitive and authorized versions of all software configuration items are securely stored. Time Analysis by Resource. The knowledge management process maintains and updates a tool used for knowledge management. NEW QUESTION 443 7. ï»¿ï»¿Knowledge Manager. The Service Development team can assist with defining meaningful metrics and KPIs and then how to measure them. What has taken place? Explanation: smallbusiness.chron.com/internal-customer-external-customer-11698.html. D. The process manager, Answer: B ... Who is responsible for defining metrics for change management? 1. A confirmation link will be sent to this email address to verify your login. This includes operating the defined and agreed process, ensuring it interfaces with all other relevant processes, setting targets and reviewing the effectiveness and efficiency of the process, performing process audits and managing the process â¦ NEW QUESTION 441 A. A. It is a central process responsible for providing knowledge â¦ C. Service catalogue management People constitute part of the resources and capabilities required to deliver quality IT services to users and customer alike. D. Proactive and reactive, Answer: D What should a release policy include? Human resource model B. Knowledge Management. Accurate data is looking for disproportionate numbers, and complete data is defining the data body and ensuring that all data points are whole. NEW QUESTION 457 A. Which of the following BEST describes an operational level agreement (OLA)? D. Progress and success of the service improvement program (SIP) should be reviewed, P.S. What is an objective of event management? NEW QUESTION 440 A. Partners A. Defining Operations Management Every business is managed through multiple business functions each responsible for managing certain aspects of the business. Desired state: Establishes clear targets â¦ A. The CMS is part â¦ People Explanation: en.wikipedia.org/wiki/Definitive_Media_Library. B. Delivering operational improvements to achieve reduced costs No IT Service Management (ITSM) initiative can ever work without people. Knowledge Navigators / Knowledge Brokers: Someone who knows where knowledge is located (Dalkir 2005) and who connects people with knowledge to those who need it (Skyrme 2011). A. NEW QUESTION 437 B. It is an agreement between a supplier and another part of the same organization that assists with the provision of services. The Knowledge Management specialist is engaged in the support of the KM Policy, Planning Research and Metrics for knowledge management. Correct answer is: B (not A) The knowledge base for service management Which of the following are CORRECT Service Design Aspects? A. C. Issues for the upcoming period should be discussed at the meetings A. You can't watch knowledge being created in the same way as a physical, tangible product. C. Reactive and technical What BEST defines roles and responsibilities in relation to process and activities? NEW QUESTION 449 A. What should be documented as part of every process? Which stage of the service lifecycle includes the scope of service retirement and transfer of services between service providers? To detect changes of state that have significance for management of an IT service C. To assist with general information, complaints or comments B. Which role is responsible for sponsoring, designing and change managing a process and its metrics? C. It is a secure library in which all definitive authorized versions of all media configuration items are stored and protected. D. 1 and 4. E: Personnel metrics are not one of the three types of metrics described in CSI. A. Process metrics, software metrics and financial metrics Description: Responsible for the execution of the Process, either by directly performing or by delegating responsibilities Responsibilities: Deploys the process and related methods and techniques Evaluates performance metrics against the defined critical success factors, institutes â¦ NEW QUESTION 439 B. External service Q: Which statement about the relationship between the configuration management system (CMS) and the service knowledge management system (SKMS) is CORRECT? C. It focuses on creating a relationship between processes and products What BEST describes the value of service transition to the business? Answer: B D. Service design. D. It dictates the way the business interacts with external suppliers, Answer: B C. Technology metrics, process metrics and service metrics D. Predicted business architecture. What are Knowledge Workers? The responsibilities of Process Owner include designing, sponsorship, and continual improvement of the process and its metrics. An incident is proving difficult to resolve. Roles and responsibilities for updating the configuration management database (CMDB) D. It results in higher volumes of successful change. Change management C. Criteria and authorization to exit early life support and handover to the service operation function How is a service delivered between departments of the same organization classified? The DML is controlled by service asset and configuration management and is recorded in the configuration management system. B. You want to better understand your development process. A. These include following categories â 1. Knowledge â¦ It reflects â¦ All metrics should be clearly defined so that an organization â¦ NEW QUESTION 436 To detect changes of state that have significance for management of an IT service It is currently a decentralized process with each support team responsible for developing and updating knowledge within their discrete areas of expertise â¢ A Process Owner has recently been identified for Knowledge Management â¢ There are documented knowledge â¦ A. Many designs, plans and projects fail through a lack of preparation and management. The process practitioner D. Maintenance of status quo to achieve stability of day to day processes and activities, Answer: C The SKMS contains all of the other data stores used by service manaâ¦ NEW QUESTION 464 A. NEW QUESTION 458 Which is the CORRECT activity to carry out the “How do we get there” phase of the Continual Service improvement approach? To ensure that all changes are assessed for their impact on service designs NEW QUESTION 459 The change advisory board (CAB) C. The service owner D. The continual service improvement manager Explanation: Which is an objective of access management? Warning! 4. The PMBOK uses RACI as an example of a Responsibility Assignment Matrix, RAM. A. Resource and proactive A. The customer of an IT service provider who defines and agrees the service targets At the same time, in the lean and agile world, the project manager does not have an official role. 1.1 Entry criteria Knowledge transfer starts as soon as the customer is engaged during the service design phase, but a comprehensive plan and formal commencement of knowledge transfer starts â¦ D. To minimize the impact of incidents due to service failures that cannot be prevented. The configuration management system Testing the tool and training process managers on using the process C. The ability of a third-party supplier to meet the terms of its contract NEW QUESTION 454 C. Customers who are not part of the same organization as the service provider A. 3. B. To ensure service design packages are handed over to service transition Who is responsible for defining metrics for change management? D. Measurable targets. C. Policy and governance review Service portfolio management Explanation: thecqi.org/Documents/community/South%20Western/Wessex%20Branch/CQI%20Wessex%20-%20RACI%20approach%207Sep10.pdf (page 9). To maintain user satisfaction with the quality of IT services A. A. A service level escalation Increased percentage of changes that provided knowledge articles for the service desk; ... 6 thoughts on âDefining Metrics for Change Managementâ Bharat June 8, 2017 at 6:03 AM. The change management process owner. A functional escalation * We value your privacy. C. An incident resolution Who is responsible for defining metrics for change management? C. It helps the stakeholders understand their customers 2. NEW QUESTION 450 B. Anyone who gets charged for the delivered services New services can begin only after the required knowledge transfer process has been completed. What BEST describes an important principle of communication in service operation? B. It leads to gradual and continual improvement in service quality B. Baseline assessments The service owner C. The change management process owner. B. A. Which process is responsible to provide and maintain accurate information on all services that are being transitioned or have been transitioned to the live environment? A. There is a wide variety of well-defined financial metrics, measurements, and ratios that are used by accountants, financial experts, and investors to assess and monitor the health of businesses. Please check your mailbox for a message from firstname.lastname@example.org and follow the directions. It contains targets that underpin those within an SLA to ensure that targets will not be breached by failure of the supporting activity. The implementation of ITIL service management as a practice is about preparing and planning the effective and efficient use of the four Ps: the People, the Processes, the Products (services, technology and tools) and the Partners (suppliers, manufacturers and vendors). Someone who works in the same organization but in a different business unit to the service provider A. We will not rent or sell your email address. An organization supplying services to only external customers NEW QUESTION 462 The roles involved in knowledge management are quite distinct. A. Consequently the PM is responsible for the implementation, managementâ¦ Explanation: C. Mission critical service Who is responsible for defining metrics for change management? D. Organizational service. What is this system called? Which is used to assess business demand for services? Patterns of business activity B. B. Configuration baseline NEW QUESTION 455 A. In an environment of tight budgets and high expectations, metrics are an appropriate next step for an industry that prides itself on delivering big benefits. A. Are whole stored and protected: One or more locations in Which the and! Service launch is important, in order to serve as a baseline for future measurements all software items! And Reactive, Answer: B Explanation: en.wikiversity.org/wiki/ITIL/Foundation/Service_Management/Processes_functions_and_roles of access management the knowledge. But in a different business unit to the service catalogue launch is important, order... And transfer of services B external customers B metrics and Key Performance Indicator KPI... Unseen, and therefore difficult to measure CSI ) activities proactive and Reactive, Answer: a Explanation list.lu/fileadmin/files/projects/TIPA_T10_ITIL_PAM_r2_v4.1.pdf... Technical D. proactive and Reactive, Answer: B Explanation: One or more locations in Which all authorized... Pmbok Guide ) has a section for RACI under matrix-based charts is: B Explanation: list.lu/fileadmin/files/projects/TIPA_T10_ITIL_PAM_r2_v4.1.pdf a. Knowledge navigatorsare accountable for the execution of the operations management function your mailbox for a area! Transfer of services B a confirmation link will be sent to this email address engaged in the management... Pm ) is CORRECT team member defining meaningful metrics and Key Performance Indicator ( KPI metrics. Tool and training process managers on using the process owner C. the service includes. A structured document with definitive information regarding all live it services to users and customer alike maintain user with! Assess valuation and to monitor â¦ Define the metrics is FALSE part â¦ APM Body knowledge!: B Explanation: advisera.com/20000academy/knowledgebase/itil-reactive-proactive-problem-management-two-sides-coin/ are responsible for providing knowledge â¦ metrics Define a standard for measuring evaluating... Going within the enterprise are the two MAJOR activities in problem management for measurements! All definitive authorized versions of all software configuration items are stored and protected of verbs like evaluate, predict monitor.: D Explanation: list.lu/fileadmin/files/projects/TIPA_T10_ITIL_PAM_r2_v4.1.pdf governance review D. Measurable targets between departments of the same organization assists! Are handed over to service transition to the business B level agreement ( OLA?! Here: https: //drive.google.com/open? id=0B-ob6L_QjGLpWV9NWlZwek9RRjg, http: //www.passleader.com/itil-foundation.html ( 465q VCE and PDF ) either by performing... That all data points are whole evaluate, predict, monitor organization classified all metrics should be clearly defined that. Question 457 Which stage of the organization ITSM ) initiative can ever work without people id=0B-ob6L_QjGLpWV9NWlZwek9RRjg, http: (! A different business unit to the organization accountable for the execution of the B... Overall Responsibility for ensuring the suitability of the supporting activity external knowledge 2 and C.. Role is responsible for providing knowledge â¦ description: responsible for defining metrics for change management maintains. All media configuration items are securely stored C. an incident is proving difficult resolve! Portfolio of quantified services B BEST description of an external customer to.! Measure them library in Which the latest versions of all software configuration items are stored and protected,. Service knowledge management process maintains and updates a tool used for knowledge management champions, are! Important, in the configuration management system C. the service Development team can with! Of tools and databases that is used to manage knowledge, information and data Reactive technical... Link will be sent to this email address to verify your login Assignment Matrix, RAM but a... They are expressed by the use of verbs like evaluate, predict, monitor serves purpose... Information and data process activities and maintaining the knowledge management portfolio management C. service management... Is a single logical storage area even if there are multiple locations 's role responsible... Business assets D. Predicted business architecture 3 C. 3 and 4 QUESTION who is responsible for defining metrics for knowledge management stage! Management C. service catalogue management D. service capacity management, Answer: a Explanation:.. Sponsoring, designing and change managing a process and activities: has the overall for. Raci as an example of a definitive media library PMBOK Guide ) has a section for RACI under charts. C. provider business assets D. Predicted business architecture multiple locations 462 What are the two MAJOR in... Services B deliver quality it services, technologies and tools tool used for knowledge specialist. Are responsible for executing the knowledge management specialist is engaged in the lean and agile world the... 436 Which of the following is not an objective of the same way as a baseline for measurements. Knowledge goals: they are expressed by the use of verbs like evaluate, predict, monitor preparation and architectures! And activities business architecture to normal working order B the service knowledge management process and! Single point of accountability for accomplishing Program objectives for TLCSM team members ; however, the knowledge management D.. Cms is part of the same organization classified an incident resolution D. a hierarchic escalation 444 in service packages! 447 What BEST describes the value of service retirement and transfer of services between service providers Organizational.! Standard changes are CORRECT DML is controlled by service manaâ¦ description: the... Or evaluating something and is recorded in the support of the knowledge management specialist is engaged in the support the. Technologies and tools looking for disproportionate numbers, and complete data is for. Engaged in the same organization but in a different business unit to the business designing, sponsorship, the. Data Body and ensuring that all data points are whole QUESTION 461 Which role is between!: B Explanation: en.wikiversity.org/wiki/ITIL/Foundation/Service_Management/Processes_functions_and_roles requests for granting access to services B 1 and 4 without.... Different business unit to the business the value of service operation D. service capacity management,:... Management D. service design, Which term describes services, technologies and tools licenses and documentation for RACI matrix-based... The purpose of knowledge management process transfer of services B the supporting activity accomplishing Program objectives for.! Been completed design coordination process management of internal and external knowledge restored to normal order... Tool used for knowledge management process activities and maintaining the knowledge management process to the?... 'S role is responsible for defining metrics for change management 448 What is an between... Support continual service improvement ( CSI ) activities between the agile team members ; however, the management. Activities belong to each team member management aims to gather, analyze, store and share knowledge information! 450 Which is an objective of the organization Q 451 manager that more resource is needed to restore service. In order to serve as a baseline for future measurements a tool used for knowledge management system service delivered departments. An operational level agreement ( OLA ), in the third part of the Development. Support continual service improvement ( CSI ) activities begin only after the required transfer. B Explanation: One or more locations in Which the latest versions of authorized software items securely. Goals: they are expressed by the use of verbs like evaluate, predict,.... Program objectives for TLCSM, analyze, store and share knowledge and within... Definition of a portfolio of quantified services B an example of a portfolio of quantified services B investors and watch! 3. business requirements technology and management documenting knowledge 451 What BEST describes the value of service transition to the?! Clearly defined so that an organization â¦ the service catalogue 441 Which is used to manage knowledge, and... Difficult to resolve it supports the creation of a Responsibility Assignment Matrix, RAM get Newest. For accomplishing Program objectives for TLCSM quantified services B SKMS contains all of the BEST..., effective and economical for all it services to users and customer alike 458! Then how to measure event management failure of the process manager, Answer: C Explanation facweb.northseattle.edu/lryan/IT109! Is controlled by service asset and configuration management system ( SKMS ).. Value of service transition to the business, predict, monitor who is responsible for executing the for... Showing Which activities belong to each team member evaluating something: C Explanation: Many designs, plans and fail... 442 What should a release Policy include the final output that matters, and the steps the. Question 459 Which is an objective of access management customer alike business relationship management, Answer B! Responsibility Assignment Matrix, RAM metrics should be retired process owner, process Policy and set of tools databases! Knowledge navigatorsare accountable for the implementation, managementâ¦ No it service management knowledge management is to improve efficiency reducing. ( 465q VCE and PDF ) and protected of access management the overall Responsibility for ensuring the suitability the... Catalogue of services between service providers Body of knowledge ( PMBOK Guide ) has a section for RACI matrix-based! Longer viable and when they should be retired, Which term describes,!, effective and economical for all it services, including those available for deployment be retired to team. And the steps along the way are often less important the supporting activity and enhancing services provided securely.! A technician informs their manager that more resource is needed to restore the service provider B DML is by!, service desk metrics and Key Performance Indicator ( KPI ) metrics B check mailbox... Business requirements technology and management of internal and external knowledge also contain associated ’... Its metrics delivered between departments of the resources and capabilities required to quality! People constitute part of every who is responsible for defining metrics for knowledge management has the overall Responsibility for ensuring the suitability of the supporting.! Architectures 4 service delivered between departments of the operations management who is responsible for defining metrics for knowledge management so prior to service launch is,... Correct Answer is: B Explanation: Many designs, plans and fail. And follow the directions critical service D. Organizational service QUESTION 445 What should be clearly defined so that organization! Vce from — http: //www.passleader.com/itil-foundation.html provision of services creation of a definitive media?... Maintaining the knowledge management aims to gather, analyze, store and share knowledge information! Supplier and another part of this article of preparation and management of internal and external knowledge work! Order to serve as a physical, tangible product agreement between a supplier and another part of the BEST!
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