1) Consider a given scenario or context and break down the problem into its parts, and to apply their understanding to produce solutions or justify actions. a) Analyse b) Evaluate c) Functions d) Produce 2) Any external recipient/user of an organisation’s product or service. Both clients and consumers are considered as customers to an organisation. a) Customers b) Functions c) IT service d) Processes 3) Learners will be required to represent understanding through the use of a diagram or flow chart. a) Draw b) Evaluate c) Produce d) Functions 4) Learners review and synthesise information to provide a supported judgement about the topic or problem. Typically, a conclusion will be required. a) Evaluate b) Analyse c) IT system d) IT service strategy 5) The functions of an organisation consist of teams of employees who have similar skills and typically work on similar processes. a) Customers b) Functions c) IT service d) Infrastructure 6) Hardware and software (local and remote) that is used to support IT service delivery. a) Infrastructure b) Functions c) Customers d) Processes 7) Any activity or process performed by an organisation that requires IT system(s) to achieve its aims a) IT service b) IT service catalogue c) Customers d) Analyse 8) A document where all IT services for an organisation are identified and their requirements described. a) IT service catalogue b) IT service strategy c) Functions d) Processes 9) A methodology for identifying, defining, planning and evaluating a solution to meet the IT service needs of an organisation. a) IT service life cycle b) Processes c) IT service strategy d) Draw 10) Formal documentation used by organisations to identify IT service requirements and prioritise their importance in relation to the needs of the organisation a) IT service strategy b) Processes c) Infrastructure d) Evaluate 11) An integrated set of software and hardware components for collecting, storing, and processing data and information; ranging from a single digital device to large networks of computers. a) IT system b) Infrastructure c) Processes d) Customers 12) A series of logically related activities completed by an organisation that produce a defined set of results when performed together. a) Processes b) Infrastructure c) Evaluate d) Customers 13) Learners must provide a solution that applies established constructs to a given computing problem. a) Produce b) Evaluate c) Draw d) Analyse

Unit 14 IT Service Delivery Key Terms

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