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Question 14: CSDM Services (Matching Exercise)
Match the CSDM service-related classes on the left with their corresponding descriptions on the right.
| Class Name | Description |
| 1. Business Service | A. Specialized internal IT activities. Examples: Network management, DB maintenance, storage operations. |
| 2. Technical Service | B. Specific delivery variations or contractual terms offered to end users. Examples: Email (24/7 support), Email (weekday-only support). |
| 3. Business Service Offering | C. The service outcome itself as perceived by business users. Examples: Payroll service, online banking. |
| 4. Technical Service Offering | D. Specific delivery conditions for internal IT services. Examples: Windows server backup (daily), backup (weekly). |
【Correct Matches】 1-C, 2-A, 3-B, 4-D
【Detailed Explanation】
In the CSDM framework, understanding the distinction between “Services” (the broad service definition) and “Offerings” (the specific, deliverable configuration) is essential for effective IT management.
- 1-C (Business Service): The broad, high-level definition of the service as perceived and consumed by business users (e.g., “Payroll Service”).
- 2-A (Technical Service): The internal “behind-the-scenes” IT activities or technical functions required to support the delivery of business services (e.g., “Network Management”).
- 3-B (Business Service Offering): The specific “service menu” or “contract/SLA” tailored for business users, defining how the service is delivered (e.g., “Email service with 24/7 support”).
- 4-D (Technical Service Offering): The specific “operating conditions” or “delivery parameters” for internal IT services, detailing how the technical function is performed (e.g., “Windows Server backup performed daily”).
Understanding these four components helps bridge the gap between business value and technical implementation, ensuring that IT operations are aligned with the business outcomes they support.
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