Business I.T. Study (Lesson 3)

Question 1

Applies to both the practice of service management, as well as the services being managed.

Answer 1

Information and Technology Dimension

Question 2

Remains focused on creating and maintaining value for both users and customers.

Answer 2

ITSM (Information Technology Service Management)

Question 3

Includes the elements such as roles and responsibilities, formal organizational structure, culture, and staffing and competencies, all of which are related to the creation, delivery, and ongoing improvement of service.

Answer 3

Organizations and People Dimension

Question 4

Incorporates contracts and other agreements between the organization and its partners or suppliers.

Answer 4

Partners and Suppliers Dimension

Question 5

A set of interrelated or interacting activities that transform inputs into outputs.

Answer 5

Process

Question 6

A series of steps undertaken by an organization to create and deliver products and services to consumers.

Answer 6

Value Stream

Question 7

Focuses on how the organization ensures that it’s enabling value creation for all stakeholders efficiently and effectively.

Answer 7

Value Streams and Processes Dimension

Question 8

A means of enabling value co-creation by facilitating outcomes desirable to customers—without their having to manage cost and risk.

Answer 8

Service

Question 9

A formal description of one or more services designed to address the needs of its target consumer, and include goods, access to resources, and service actions.

Answer 9

Service Offering

Question 10

Focuses on how the organization ensures that it’s enabling value creation for all stakeholders efficiently and effectively.

Answer 10

Value streams and processes dimension