BSc IT Sem VI 2022 2023 May 2023 I.T.SERVICE MANAGEMENT Question Paper - Mumbai University | munotes

Questions asked in this paper

1. Q1 Attempt any three of the following: 15 marks
   • a. Explain in brief about business processes
   • b. | Write a short note on processes and functions across service lifecycle of ITSM
   • c. type I and type III service providers in detail
   • d. Explain four P’s of Service Strategy with a neat labelled diagram
   • e. are markets defined in service strategy? Explain
   • f. | What is risk? Explain the phases and different types of risk in detail
2. Q2 Attempt any three of the following: 15 marks
   • a. Write a short note on balanced service design
   • b. What is service design model? List and explain different aspects required during its
   • c. Explain any six components of service availability management process
   • d. service level management process in detail
   • e. Explain in detail supplier management process of service design
   • f. | What are the challenges associated for achieving successful service design process? Explain in brief
3. Q3 Attempt any three of the following: 15 marks
   • a. Describe service transition. Explain its objectives, purpose and goal
   • b. How to align service transition plans with the business needs? Explain
   • c. What is Change? What are the different types of Changes? List and explain Seven R (7 R’s) of ITIL Change management
   • d. in detail service validation and testing process
   • e. the factors affecting the approach to service transition
   • f. Write a detail short note on critical success factors of service transition phase
4. Q4 Attempt any three of the following: 15 marks
   • a. Define service operation. Explain the principles of service operation stage
   • b. reasons why service operation staff should be involved at service design and
   • c. What are different types of meetings conducted in organization as mode of
   • d. short note on Incident Management Lifecycle activities Explain in detail access management process
   • f. and explain the challenges and risks in service operation phase
5. Q5 Attempt any three of the following: 15 marks
   • a. benchmarking in CSI with respect to its procedure, cost and value to the
   • b. the RACI model
   • c. With labeled diagram explain seven steps improvement process of CSI
   • d. Write short note on CSI inputs and outputs for the various stages
   • e. the tools used to support CSI activities
   • f. | What are the factors to be considered when preparing a communication plan? Explain

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