Definitions

Question 1

Service

Answer 1

A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks

Question 2

Service Management

Answer 2

A set of specialized organizational capabilities for enabling value to customers in the form of services.

Question 3

Value

Answer 3

The perceived benefits, usefulness, and importance of something.

Question 4

Utility

Answer 4

The functionality offered by a product or service to meet a particular need.

Question 5

Warranty

Answer 5

The assurance that a product or service will meet agreed requirements.

Question 6

Output

Answer 6

A tangible or intangible delivery of an activity.

Question 7

Outcome

Answer 7

A result for a stakeholder enabled by one or more outputs.

Question 8

Cost

Answer 8

The amount of money spent on a specific activity or resource.

Question 9

Risk

Answer 9

A possible event that could cause harm or loss, or make it more difficult to achieve objectives. Can also be defined as uncertainty of outcome, and can be used in the context of measuring the probability of positive outcomes as well as negative outcomes.

Question 10

Organization

Answer 10

A person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives.

Question 11

Customer

Answer 11

The role that defines the requirements for a service and takes responsibility for the outcomes of service consumption.

Question 12

Product

Answer 12

A configuration of an organization’s resources designed to offer value for a consumer.

Question 13

Service offering

Answer 13

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

Question 14

Service relationship

Answer 14

A cooperation between a service provider and service consumer. Service relationships include
service provision, service consumption, and service relationship management.

Question 15

Service request

Answer 15

A request from a user or a user’s authorized representative that initiates a service action which
has been agreed as a normal part of service delivery.

Question 16

Service provision

Answer 16

Activities performed by an organization to provide services. Service provision includes:
• management of the provider’s resources, configured to deliver the service
• ensuring access to these resources for users
• fulfilment of the agreed service actions
• service level management and continual improvement.
Service provision may also include the supplying of goods.

Question 17

Service consumption

Answer 17

Activities performed by an organization to consume services. Service consumption includes:
• management of the consumer’s resources needed to use the service
• service actions performed by users, including utilizing the provider’s resources, and
requesting service actions to be fulfilled.
Service consumption may also include the receiving (acquiring) of goods.

Question 18

Value stream

Answer 18

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

Question 19

Process

Answer 19

A set of interrelated or interacting activities that transform inputs into outputs. A process takes
one or more defined inputs and turns them into defined outputs. Processes define the sequence
of actions and their dependencies.

Question 20

Change

Answer 20

The addition, modification, or removal of anything that could have a direct or indirect effect
on services.

Question 21

Incident

Answer 21

An unplanned interruption to a service or reduction in the quality of a service.

Question 22

IT asset

Answer 22

Any financially valuable component that can contribute to the delivery of an IT product or
service.

Question 23

Event

Answer 23

Any change of state that has significance for the management of a service or other
configuration item (CI). Events are typically recognized through notifications created by an IT
service, CI, or monitoring tool.

Question 24

Problem

Answer 24

A cause, or potential cause, of one or more incidents.

Question 25

Known error

Answer 25

A problem that has been analyzed but has not been resolved.

Question 26

Workaround

Answer 26

A solution that reduces or eliminates the impact of an incident or problem for which a full
resolution is not yet available. Some workarounds reduce the likelihood of incidents.

Question 27

Configuration item

Answer 27

Any component that needs to be managed in order to deliver an IT service.

Question 28

Service level agreement

Answer 28

A documented agreement between a service provider and a customer that identifies both
services required and the expected level of service.