Ch 4: Products And Services Flashcards
What is the primary focus of the ITIL Service Value System (VSV) in the context of Products and Services?
- Service providers organization structure
- Tehonology implementation
- Customer satisfaction
- Financial management
Customer satisfaction
A means of co-creating value by facilitating outcomes that a customer wants to achieve, without the customer having to manage specific costs and risks
Service
A configuration of an organizations resources designed to offer value for a consumer
Product
A formal description of one or more services, designed to address the needs of a target consumer group. A service offering may include goods, accessories to resources, and service actions.
Service Offering
True/False: In ITIL, a service is a means for enabling value co-creation by facilitating outcomes that customers want to achieve without the ownership of specific costs and risks.
True
In the context of ITIL, what is the primary purpose of the “Service Portfolio”?
- to document customer feedback
- to manage financial resources
- to record details of all incidents
- to provide a complete record of all services, including past, present, and future services
- to provide a complete record of all services, including past, present, and future services
True/False: Products in ITIL refer only to physical goods and have no connection to services
False
A cooperation between a provider and a consumer.
Service relationship. They include service provision, service consumption, and service relationship management
Activities performed by an organization provide services
Service Providers
Activities performed by an organization to consumer services
Service consumption
Join activities performed by a service provider and service consumer to ensure continual value co-created based of agreed and available service offerings
Service Relationship Management
