Project & Service Management Flashcards
9 cards from real TMP practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 9 Project & Service Management flashcards as text
What is ITIL used for?
Answer: IT service management
ITIL (Information Technology Infrastructure Library) is a widely recognized framework providing a set of best practices for IT service management (ITSM). It helps organizations align IT services with business needs, improve efficiency, and deliver value through structured processes for service strategy, design, transition, operation, and continual improvement.
What does SLA stand for?
Answer: Service Level Agreement
SLA stands for Service Level Agreement. It is a contract between a service provider and a customer that defines the level of service expected from the provider. An SLA specifies measurable metrics, such as uptime, response times, and performance targets, ensuring clear expectations and accountability for service delivery.
What phase in project management defines scope and goals?
Answer: Initiation
The initiation phase is the first stage of project management, where the project's purpose, objectives, and scope are clearly defined. During this phase, key stakeholders are identified, a business case is developed, and initial project goals are established to lay the groundwork for subsequent planning and execution.
What is a Gantt chart used for?
Answer: Project schedule visualization
A Gantt chart is a popular project management tool used to visually represent a project schedule. It displays tasks, their durations, dependencies, and progress over time, making it easier to track milestones, manage resources, and communicate the project timeline to stakeholders effectively.
What ensures stakeholder alignment?
Answer: Stakeholder communication
Effective stakeholder communication is crucial for ensuring that all parties involved in a project are informed, engaged, and aligned with its goals and progress. Regular and transparent communication helps manage expectations, address concerns, and build consensus, which is vital for project success and avoiding misunderstandings.
What is a risk register?
Answer: Project risk tracking
A risk register is a document used in project management to identify, assess, and track potential risks that could impact a project. It typically includes details about each risk, its likelihood, potential impact, mitigation strategies, and assigned ownership, providing a centralized record for proactive risk management throughout the project lifecycle.
Which method monitors project progress?
Answer: Earned Value Management
Earned Value Management (EVM) is a project management methodology that integrates scope, schedule, and cost to objectively measure project performance and progress. It compares the planned amount of work with the actual work completed and the actual cost incurred, providing a comprehensive view of project health and forecasting future performance.
What is service desk responsibility?
Answer: Incident management
The service desk is typically the single point of contact between the service provider and users, and a primary responsibility is incident management. This involves recording, classifying, diagnosing, and resolving service incidents to restore normal service operations as quickly as possible and minimize business impact on users.
Which process closes a project?
Answer: Closing
The closing phase is the final stage of project management, where all project activities are formally completed, and the project is brought to an orderly end. This includes obtaining final acceptance, releasing resources, conducting post-project reviews, and archiving project documentation to ensure lessons learned are captured.