B. D. How request for changes (RFCs) are approved for software releases in the IT production environment. A. Which role is responsible for sponsoring, designing and change managing a process and its metrics? In service design, which term describes services, technologies and tools? A. NEW QUESTION 449 The change management process owner B. NEW QUESTION 437 B. A. A. Which three types of metric support Continual Service Improvement (CSI) activities? 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). 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? D. To minimize the impact of incidents due to service failures that cannot be prevented. NEW QUESTION 453 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. B. Knowledge work is mostly unseen, and therefore difficult to measure. Which is the CORRECT activity to carry out the “How do we get there” phase of the Continual Service improvement approach? A. It supports the creation of a catalogue of services Which statement about the relationship between the configuration management system (CMS) and the service knowledge management system (SKMS) is CORRECT? It is a secure library in which the latest versions of authorized software items are stored and protected. What is an objective of event management? NEW QUESTION 444 C. The policy owner, operational level agreement and set of process steps NEW QUESTION 439 B. Anyone who gets charged for the delivered services 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 … Who is responsible for defining metrics for change management? Explanation: list.lu/fileadmin/files/projects/TIPA_T10_ITIL_PAM_r2_v4.1.pdf. Which stage of the service lifecycle includes the scope of service retirement and transfer of services between service providers? Which of the following statements about standard changes are CORRECT? What BEST defines serviceability? Explanation: cherwell.com/blog/7-steps-to-continual-service-improvement-csi-success. NEW QUESTION 452 It leads to gradual and continual improvement in service quality Which statement about service review meetings is FALSE? Online Journal of Applied Knowledge Management A Publication of the International Institute for Applied Knowledge Management Volume 2, Issue 2, 2014 164 and cognitive. D. Measurable targets. Doing so prior to service launch is important, in order to serve as a baseline for future measurements. D. The service manager, service contract and set of work instructions. C. Service operation A. D. Proactive and reactive, Answer: D Explanation: en.wikipedia.org/wiki/IT_service_management. Service and process improvement A RAM serves the purpose of showing which activities belong to each team member. The change management process owner. C. To assist with general information, complaints or comments A. Technology metrics, service desk metrics and Key Performance Indicator (KPI) metrics NEW QUESTION 465 What does the continual service improvement (CSI) approach enable a business to achieve? C. It is a secure library in which all definitive authorized versions of all media configuration items are stored and protected. NEW QUESTION 436 Knowledge leaders, also introduced as knowledge management champions, who are responsible for promoting KM within the enterprise. Q 451. NEW QUESTION 462 The service management tool B. The knowledge base for service management Some answers are wrong. D. It reduces the duration and frequency of service outages. A. What are the two MAJOR activities in problem management? KM Specialist. Patterns of business activity You can't watch knowledge being created in the same way as a physical, tangible product. D. The continual service improvement manager A. New services can begin only after the required knowledge transfer process has been completed. Description:  Responsible for executing the Knowledge Management process activities and maintaining the Knowledge for a functional area(s) of the organization. NEW QUESTION 455 B. A. What is this system called? Explanation: thecqi.org/Documents/community/South%20Western/Wessex%20Branch/CQI%20Wessex%20-%20RACI%20approach%207Sep10.pdf (page 9). A. The data quality metrics of complete and accurate data are imperative to this step. The process owner, process policy and set of process activities Metrics define a standard for measuring or evaluating something. C. Mission critical service Explanation: advisera.com/20000academy/knowledgebase/itil-reactive-proactive-problem-management-two-sides-coin/. C. Criteria and authorization to exit early life support and handover to the service operation function Management policies and guidelines A. C. It focuses on creating a relationship between processes and products D. Processes. A. Where are the details of core and enhancing services provided? Many designs, plans and projects fail through a lack of preparation and management. Explanation: Roles and responsibilities across all the service transition processes The Availability Manager is responsible for defining, analyzing, measuring, planning, and improving all aspects of the availability of IT services. The change … Roles and responsibilities for updating the configuration management database (CMDB) Technical and service A. Which of the following BEST describes an operational level agreement (OLA)? Correct answer is: B (not A) C. The implementation and management of quality IT services that meet business needs B. Delivering operational improvements to achieve reduced costs NEW QUESTION 445 NEW QUESTION 438 Which is an objective of access management? ... For more on metrics … C. 3 and 4 NEW QUESTION 441 We will not rent or sell your email address. B. Configuration baseline 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. Organizational service. B. Explanation: B. C. Service model We will go over them in the third part of this article. NEW QUESTION 446 How is a service delivered between departments of the same organization classified? Desired state: Establishes clear targets … D. It results in higher volumes of successful change. Explanation: smallbusiness.chron.com/internal-customer-external-customer-11698.html. What has taken place? The Knowledge Management specialist is engaged in the support of the KM Policy, Planning Research and Metrics for knowledge management. A. NEW QUESTION 451 What BEST describes an important principle of communication in service operation? New ITIL-Foundation Exam Questions and Answers Updated Recently (20/Mar/2017): NEW QUESTION 435 NEW QUESTION 450 It is a structured document with definitive information regarding all live IT services, including those available for deployment. C. The service owner Knowledge Synthesizers / Knowledge Stewards: This role is responsible for keeping knowledge up to date (Skyrme 2011) and recording significant knowledge … D. Business relationship management, Answer: B To maintain user satisfaction with the quality of IT services The approach is pre-authorized ... Who is responsible for defining metrics for change management? NEW QUESTION 443 Resource and proactive B. A confirmation link will be sent to this email address to verify your login. Description: Responsible for the execution of the Change Management process. 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. The process practitioner What should be documented as part of every process? Explanation: en.wikipedia.org/wiki/Definitive_Media_Library. D. It has responsibility for creating policies. D. To handover new service level requirements to the service level management process. What BEST describes the value of service operation to the business? C. An incident resolution The knowledge management process maintains and updates a tool used for knowledge management. Goal: Knowledge Management aims to gather, analyze, store and share knowledge and information within an organization. Knowledge Manager. Q: Which statement about the relationship between the configuration management system (CMS) and the service knowledge management system (SKMS) is CORRECT? The SKMS is part of the CMS: 2. B. What is the BEST definition of a definitive media library? It is efficient, effective and economical for all IT services It is currently a decentralized process with each support team responsible for developing and updating knowledge within their discrete areas of expertise • A Process Owner has recently been identified for Knowledge Management • There are documented knowledge … 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. The roles involved in knowledge management are quite distinct. 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 … NEW QUESTION 463 D. Progress and success of the service improvement program (SIP) should be reviewed, P.S. NEW QUESTION 440 A. The process owner C. Reactive and technical D. A hierarchic escalation. NEW QUESTION 448 3 – Defining data quality. Which is used to assess business demand for services? Service Solutions for new or changed services 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 … The change management process owner. One or more locations in which the definitive and authorized versions of all software configuration items are securely stored. Correct Answer: D: Term. A. It helps the business in making decisions on improvement initiatives 1. 2. It is an agreement between a supplier and another part of the same organization that assists with the provision of services. How quickly a service or component can be restored to normal working order A. To ensure that all changes are assessed for their impact on service designs Someone who works in the same organization but in a different business unit to the service provider The Program Manager (PM) is the single point of accountability for accomplishing program objectives for TLCSM. C. To provide a channel for users to receive standard services that they are expecting Knowledge managersare accountable for the acquisition and management of internal and external knowledge. A. CSF3 - Provide knowledge and information about new and changed services needed by IT and business staff. B. All metrics should be clearly defined so that an organization … D. RACI matrix, Answer: D A. • There is no end-to-end Knowledge Management process. It keeps the communication going within the business B. You want to better understand your development process. A confirmation link was sent to your e-mail. The service owner C. The change management process owner. D. The process manager, Answer: B D. Service capacity management, Answer: C D. It dictates the way the business interacts with external suppliers, Answer: B Knowledge goals: they are expressed by the use of verbs like evaluate, predict, monitor. C. To document the initial structure and relationship between services and customers It reflects … The SKMS contains all of the other data stores used by service mana… Description:  Has the overall responsibility for ensuring the suitability of the Knowledge Management process to the organization. Actions from service review meetings should only be assigned to the service provider The definitive media library D. 1 and 4. What BEST defines IT service management? 3. NEW QUESTION 447 B. People constitute part of the resources and capabilities required to deliver quality IT services to users and customer alike. Explanation: wiki.en.it-processmaps.com/index.php/Service_Level_Management. A functional escalation Explanation: en.wikiversity.org/wiki/ITIL/Foundation/Service_Management/Processes_functions_and_roles. C. It provides quick and effective access to standard services The CMS is part … These include following categories − 1. A. A. 1. NEW QUESTION 442 D. Development or purchase of tools and deployment of the process. What is the BEST description of an external customer? Knowledge navigatorsare accountable for knowi… A. Explanation: facweb.northseattle.edu/lryan/IT109%20Intro.ppt. In order to deliver service successfully, it is necessary that knowledge be captured, organized, and made available to all with a need to know. Process metrics, software metrics and financial metrics Testing the tool and training process managers on using the process 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. B. B. The change advisory board (CAB) B. NEW QUESTION 457 What BEST defines roles and responsibilities in relation to process and activities? B. Service portfolio management B. Answer: B To detect changes of state that have significance for management of an IT service Description:  Responsible for documenting knowledge. 3. Business requirements technology and management architectures 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 … A responsibility assignment matrix (RAM), also known as RACI matrix (/ ˈ r eɪ 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, … C. It defines the control of service assets and configurations KM Specialist Responsibilities Include: Lead/contribute the development of a knowledge management strategy and associated … B. A service level escalation C. Technology metrics, process metrics and service metrics C. The service portfolio A technician informs their manager that more resource is needed to restore the service. Who is responsible for defining metrics for change management? 7. NEW QUESTION 464 Accurate data is looking for disproportionate numbers, and complete data is defining the data body and ensuring that all data points are whole. B. 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. C. Customers who are not part of the same organization as the service provider Which of the following is NOT an objective of the operations management function? Service level management D. Service metrics, technology metrics and Key Performance Indicator (KPI) metrics, NEW QUESTION 456 The change management process owner B. B. B. Baseline assessments Time Analysis by Resource. 1 and 2 The primary purpose of Knowledge Management is to improve efficiency by reducing the need to rediscover knowledge. B. B. D. The part of the business process that is critical to providing the service. Defining Operations Management Every business is managed through multiple business functions each responsible for managing certain aspects of the business. 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 … * We value your privacy. D. Predicted business architecture. 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? Which is an objective of the design coordination process? B. The change advisory board (CAB) C. The service owner D. The continual service improvement manager Explanation: Get Creative With Performance Metrics. Project Performance Metrics. It supports the creation of a portfolio of quantified services NEW QUESTION 458 C. Policy and governance review B. APM Body of Knowledge 7th edition. With knowledge work, it's the final output that matters, and the steps along the way are often less important. B. Premium business assets The customer of an IT service provider who defines and agrees the service targets C. Service level management C. It helps the stakeholders understand their customers The DML may also contain associated CI’s such as licenses and documentation. Define the metrics. D. The resources that are utilized to provide value to customers through services, Answer: C E: Personnel metrics are not one of the three types of metrics described in CSI. Responsible for defining metrics for knowledge management system manager does not have official... Besides, part of that new 465q ITIL-Foundation Dumps in PDF and VCE from — http //www.passleader.com/itil-foundation.html... Defining meaningful metrics and Key Performance Indicator ( KPI ) metrics B s... Answer is: B Explanation: list.lu/fileadmin/files/projects/TIPA_T10_ITIL_PAM_r2_v4.1.pdf your mailbox for a functional (... Technical D. proactive and Reactive, Answer: B Explanation: facweb.northseattle.edu/lryan/IT109 % 20Intro.ppt service! For services process has been completed in service operation D. service design packages are handed over to launch. Management is to improve efficiency by reducing the need to rediscover knowledge analyses that. Service operation D. service design continual improvement of the process owner organization … the service owner D. process... ( ITSM ) initiative can ever work without people failure of the SKMS definitive information regarding all it... Not rent or sell your email address are the details of core and enhancing services provided associated. Longer viable and when they should be clearly defined so that an …... Evaluating something critical service D. Organizational service efficiently respond to requests for granting access to services B also! Even the project manager does not have an official role: 2 information., technologies and tools demand for services the required knowledge transfer process has completed... Activities in problem management and activities the metrics a ) Q 451 is defining the data and... Is looking for disproportionate numbers, and continual improvement of the operations management function process analyses that. Internal and external knowledge measures closely to assess valuation and who is responsible for defining metrics for knowledge management monitor … Define the metrics accomplishing Program objectives TLCSM...: list.lu/fileadmin/files/projects/TIPA_T10_ITIL_PAM_r2_v4.1.pdf, effective and economical for all it services B showing activities! And capabilities required to deliver quality it services B order B for measurements! 453 What BEST defines roles and responsibilities in relation to process and activities a used... ( ITSM ) initiative can ever work without people other data stores used by service mana… description: for... Knowi… who is responsible for providing knowledge … description: responsible for documenting.!, including those available for deployment service providers 449 Where are the details of core and enhancing services?... Over them in the support of the following statements about standard changes are CORRECT documenting knowledge providing knowledge description. Disproportionate numbers, and therefore difficult to measure them Which the latest versions of software. To serve as a baseline for future measurements updates a tool used for knowledge process. ) initiative can ever work without people in service design packages are handed over service! Question 447 What BEST defines roles and responsibilities in relation to process and metrics. Answer is: B ( not a ) Q 451 such as licenses and documentation knowledge, information and.... To resolve management ( ITSM ) initiative can ever work without people is needed to restore the service provider.... Level management C. service level escalation C. an incident resolution D. a hierarchic escalation maintains updates. Accurate data is defining the data Body and ensuring that all data points are whole release Policy?... To this email address to verify your login please check your mailbox for a message from support prepaway.com... Be sent to this email address are No longer viable and when they should be documented as part of other... Management function, RAM packages are handed over to service who is responsible for defining metrics for knowledge management is,. Meetings is FALSE knowledge and information within an organization … the service owner D. the service provider B a media! Same way as a baseline for future measurements design coordination process are handed over to service transition processes B shareholders! Question 450 Which is an agreement between a supplier who is responsible for defining metrics for knowledge management another part of the same,! Tool and training who is responsible for defining metrics for knowledge management managers on using the process owner include designing, sponsorship, and continual improvement of same! Only be assigned to the organization services B lack of preparation and management architectures 4 document... Of it services to users and customer alike the following statements about standard changes are CORRECT definitive authorized! Raci under matrix-based charts area ( s ) of the resources and capabilities required to deliver quality it,... Transfer process has been completed the change management D. Predicted business architecture activities belong each... Of authorized software items are securely stored a supplier and another part of the same time, in to! New 465q ITIL-Foundation Dumps are available here: https: //drive.google.com/open? id=0B-ob6L_QjGLpWV9NWlZwek9RRjg, http: (! Portfolio D. the service knowledge management improve efficiency by reducing the need to rediscover knowledge their that! Testing the tool and training process managers on using the process B only be assigned the! More resource is needed to restore the service provider B core and enhancing services provided ( OLA ) information an! Correct Answer is: B Explanation: facweb.northseattle.edu/lryan/IT109 % 20Intro.ppt service launch is important, order... ) the CMS is part of the CMS is part of that new 465q Dumps... ( s ) of the SKMS is part of every process be restored to normal working order B Which. Supporting activity RAM serves the purpose of knowledge 7th edition 453 What BEST defines it service?. Patterns of business activity C. provider business assets D. Predicted business architecture to! Tool used for knowledge management Answer is: B Explanation: One or more locations Which! About standard changes are CORRECT design, Which term describes services, technologies and tools often less.... Who is responsible for promoting KM within the enterprise processes B have an official role metrics B improvement CSI! Design coordination process project management Body of knowledge 7th edition verbs like evaluate, predict monitor... Governance review D. Measurable targets assessments C. Policy and governance review D. Measurable targets the! A service or component can be restored to normal working order B aims to gather, analyze, and! Best describes the value of service operation D. service design, Which term describes services, including those for... Of event management transition to the business B should only be assigned the... Analyze, store and share knowledge and information within an organization supplying to... Databases that is used to assess business demand for services metric support continual improvement. Service launch is important, in order to serve as a baseline for future measurements knowledge navigatorsare for... Facweb.Northseattle.Edu/Lryan/It109 % 20Intro.ppt investors and shareholders watch these measures closely to assess business demand for services architectures 4 management,... Structured document with definitive information regarding all live it services, technologies and tools mana…:... Delivered between departments of the KM Policy, Planning Research and metrics for change management launch important... Description of an external customer: https: //drive.google.com/open? id=0B-ob6L_QjGLpWV9NWlZwek9RRjg, http: //www.passleader.com/itil-foundation.html and proactive Reactive... To each team member of the knowledge management process to the business for executing knowledge... And data and documentation and guidelines 3. business requirements technology and management and process B.. Way are often less important defining meaningful metrics and Key Performance Indicator ( KPI ) metrics B customers.. The single point of accountability for accomplishing Program objectives for TLCSM knowledge transfer process has been.. All media configuration items are stored and protected portfolio of quantified services B … the service in PDF and from! Third part of the following is not an objective of access management between the management. And maintaining the knowledge management champions, who are responsible for defining metrics for change management not be breached failure! Role is responsible for documenting knowledge documented as part of every process 457 Which stage of the design process!, also introduced as knowledge management is to improve efficiency by reducing the need to rediscover knowledge defining meaningful and! Question 453 What BEST describes the value of service retirement and transfer of between! Uses RACI as an example of a portfolio of quantified services B is a library... Underpin those within an SLA to ensure that targets will not rent sell! Management champions, who are responsible for the acquisition and management them in the same organization classified have an role. Two MAJOR activities in problem management an SLA to ensure service design, Which term describes services, including available. Even if there are multiple locations, including those available who is responsible for defining metrics for knowledge management deployment an operational agreement! ) initiative can ever work without people external service C. Mission critical service D. Organizational service as licenses and.. ( s ) of the resources and capabilities required to deliver quality it services, technologies and tools process,... What are the details of core and enhancing services provided metrics Define a standard for measuring or something! Program manager ( PM ) is the single point of accountability for Program. To service launch is important, in the same organization that assists with the of...: B Explanation: One or more locations in Which the definitive and authorized versions authorized! And proactive C. Reactive and technical D. proactive and Reactive, Answer: C Explanation: en.wikiversity.org/wiki/ITIL/Foundation/Service_Management/Processes_functions_and_roles guidelines 3. requirements...: 2 specialist is engaged in the third part of that new 465q Dumps... Required to deliver quality it services B and KPIs and then how to them! C. provider business assets D. Predicted business architecture 462 What are the details of core enhancing. For TLCSM team member … description: responsible for defining metrics for change?. Which is an objective of access management portfolio of quantified services B approach... Of an external customer can assist with defining meaningful metrics and Key Performance Indicator ( KPI ) B... Management is to improve efficiency by reducing the need to rediscover knowledge the design coordination?..., also introduced as knowledge management process owner, process Policy and governance D.! What should be clearly defined so that an organization supplying services to users and customer.! There are multiple locations, store and share knowledge and information within an SLA to ensure service,...

who is responsible for defining metrics for knowledge management

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