SPEA-V 369 Exam 2

What are the 4 Ps of Service Strategy?

Perspective (Vision), Position (Uniqueness), Plan (Roadmap), and Pattern (Consistency).

What is the difference between a Framework and a Standard?

A Framework (like ITIL) is "Should Do" guidance; a Standard (like ISO) is "Must Do" direction.

What is the primary goal of Service Transition?

Back: To plan how services move through their lifecycle (New, Updated, or Retired) while managing risk.

In Service Strategy, what is the difference between Capacity and Demand Management?

Capacity manages the Supply (buying more servers); Demand manages the User (using prices/incentives to change when people use the service).

Define an Incident.

An unplanned disruption to service or a reduction in quality (e.g., "My computer won't turn on").

Define a Problem

The underlying root cause of one or more incidents (e.g., "A specific batch of batteries is faulty"

Define a Service Request.

A user asking for something they need that isn't "broken" (e.g., "I need access to the HR folder").

Why should you NOT share all technical changes with the whole organization?

To avoid notification fatigue, which causes users to ignore important alerts.

What is the Critical Path?

The longest duration sequence of tasks in a project. If any task here is delayed, the whole project is delayed.

What are the three corners of the Triple Constraint?

Scope, Time, and Cost.

In a RACI matrix, which role is NOT sharable?

Accountable (A). There can only be one person accountable for a task.

Project Proposal

The Proposal is the initial idea/ask

Project Charter

the Charter is the official document that authorizes the project and gives the PM power

What is a Leading Indicator?

A predictive measure that provides early guidance on future success (e.g., election polls or projected sales).

What is a Trailing (Lagging) Indicator?

A measure of past performance or results (e.g., last month’s revenue or election results).

Efficiency

Efficiency is "Doing things right"

Effectiveness

Doing the right things" (meeting the goal).

Quality Assurance (QA)

QA is the process to prevent errors (Planning)

Quality Control (QC)

QC is the checking of the product to catch errors (Detection).

When do you use an RFQ (Request for Quotation) instead of an RFP?

When requirements are very clear and you are choosing primarily based on price.

Define Shadow IT.

When employees use unapproved apps/tools (like Dropbox or Discord) instead of the official IT-provided tools.

What are the four modes of Risk Response

Avoidance, Acceptance, Transference (Insurance), and Mitigation (Reducing impact/likelihood).

In a DFD (Data Flow Diagram), what do Processors do?

They transform data inside the system.

A service desk tracks the number of password reset requests submitted each week. They notice an increase and use this data to predict future demand for self-service password tools

Leading indicator

An IT asset management team reviews quarterly data showing the number of hardware refreshes completed compared to the plan

Lagging/trailing indicator

A project management office (PMO) evaluates the percentage of project milestones missed over the past quarter to assess performance and identify improvement areas.

Lagging indicator

     A data center operations team tracks the average energy cost per virtual machine hosted to determine how well resources are optimized

Measures efficiency

   A university IT department surveys faculty satisifcation with the classroom technology setup at the start of each semester

Measures effectiveness

   What is the primary purpose of a Service Level agreement (SLA) in the context of IT services?

To establish clear expectations regarding service quality and preformance

A company is implementing a new customer relationship (CRM) system to streamline its sales and customer service processes. However, midway through the implementation, it’s discovered that the new system may cause compatibility issues with existing financial software. In the context of Change Management, which is the best choice? (on exam(

Consider the impact of the discovery on change evaluation

A software dev team is preparing to deploy a critical system upgrade. Before rollout, they preform a series of controlled tests to confirm that new features function as intended and meet strict compliance needs. According to service validation and testing, which approach seems is most appropriate?

Conduct comprehensive testing to confirm the release meets business and technical requirements

The 4 p’s are

Perspective

Position

Plan

Pattern

True or false?

True

RFI (Information

Used when you don't know enough to write requirements.

RFP (Proposal)

Used for complex needs where you want a vendor's creative solution.

RFQ (Quotation)

Used when requirements are crystal clear and you are shopping on price.

Risk Response: Avoidance

Eliminating the cause of the risk

Risk Response: Acceptance

Dealing with the risk if it happens.

Risk Response: Transference

Shifting risk to a 3rd party

Risk Response: Mitigation

Reducing the likelihood or impact (the core focus of IT risk)

Sources/Sinks

Entities outside your control.

Multi-AZ (Availability Zone)

Protects against a single data center failure.

Multi-Region

Protects against a whole geographic area failing