ITIL Interview - PART 3

1        Define Service Management?

Service Management is transforming recourses into valuable services.

2       What is Service process management Process?

Process is a set of activates designed to achieve a definite objective.

Input >> Process >> output.

Process is closed loop.

3      What is service management Measurements?

To manage and control the process it should be monitor and measure.

Four metrics for performance measurement

Progress

Compliance

Effectiveness

Efficiency

4      Explain Roles in service management.

Role is a set of connected behaviors or connected actions performed by team or group or person person.

Business Relationship Manager (BRM): BRMs establish a strong business relationship with the customer by understanding the customer's business and their customer outcomes.

Product Manager (PM): PMs take responsibility for developing and Managing services across the life-cycle, and have responsibilities for Productive capacity.

5      Explain RACI Model.

RACI Model clearly defines roles.

Responsible – Person responsible to get job done.

Accountable –person accountable for each task.

Consulted    - people who are consulted.

Informed – People who are inform on the progress.

6     What is RACI-VS.

Verifies - person who checks whether the acceptance criteria have been met.

Sign off - give the sign off to the project