Definitions First

Question 1

A role that uses services

Answer 1

User

Question 2

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

Answer 2

Service Offering

Question 3

The perceived benefits, usefulness, and importance of something

Answer 3

Value

Question 4

Service offerings include…. (three things)

Answer 4

Goods, Access to Resources, and Service Actions

Question 5

The amount of money spent on a specific activity or resources (Can be expressed in non-monetary terms, such as time spent, people allocated, etc.)

Answer 5

Cost

Question 6

Co-Creating Value requires….

Answer 6

Utility and Warranty

Question 7

A person or organization that has an interest or involvement in an organization, product, service, practice, or other entity

Answer 7

Stakeholder

Question 8

A cooperation between a service provider and service consumer. (includes service provision, service consumption, and service relationship management)

Answer 8

Service Relationship

Question 9

a model representing how all the components and activities of an organization work together to facilitate value creation

Answer 9

Service Value System (SVS)

Question 10

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 use in the context of measuring the probability of positive outcomes as well as negative outcomes)

Answer 10

Risk

Question 11

Something you own or have access to

Answer 11

Resource

Question 12

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

Answer 12

Service Management

Question 13

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

Answer 13

Product

Question 14

Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings

Answer 14

Service Relationship Management

Question 15

Goods, Access to Resources, and Service Actions are included as part of a….

Answer 15

Service Offering

Question 16

The functionality offered by a product or service to meet a particular need (Fit for Purpose, does it meet the need?)

Answer 16

Utility

Question 17

Three Types of Service Consumers

Answer 17

Customer, User, and Sponsor

Question 18

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

Answer 18

Organization

Question 19

An organization that uses the services provided to them by another organization within their own organization or external to their organization

Answer 19

Service Consumer

Question 20

Assurance that a product or service will meet agreed requirements (Fit for Use (Available, usable))

Answer 20

Warranty

Question 21

Tangible or intangible deliverable of an activity

Answer 21

Output

Question 22

A role that authorizes budget for service consumption

Answer 22

Sponsor

Question 23

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

Answer 23

Utility

Question 24

Activities performed by an organization to consume services and/or goods

Answer 24

Service Consumption

Question 25

Service offering where ownership is transferred to the consumer

Answer 25

Good

Question 26

an organization that delivers services to consumers within its own organization or external to its own organization

Answer 26

Service Provider

Question 27

Utility and Warranty are used to….

Answer 27

Co-create Value

Question 28

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

Answer 28

Service

Question 29

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

Answer 29

Customer

Question 30

Activities performed by an organization to provide services and/or goods

Answer 30

Service Provision

Question 31

The result for a stakeholder enabled by one or more outputs

Answer 31

Outcome

Question 32

The value chain activity that ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across an organization.

Answer 32

plan

Question 33

The value chain activity that ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.

Answer 33

improve

Question 34

The value chain activity that provides a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with all stakeholders.

Answer 34

engage

Question 35

The value chain activity that ensures products and services continually meet stakeholder expectations for quality, costs, and time to market.

Answer 35

design and transition

Question 36

The value chain activity that ensures service components are available when and where they are needed, and that they meet agreed specifications.

Answer 36

obtain/build

Question 37

The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders’ expectations.

Answer 37

deliver and support

Question 38

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

Answer 38

IT asset

Question 39

Any change of state that has significance for the management of a service or other configuration item.

Answer 39

event

Question 40

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

Answer 40

configuration item (CI)

Question 41

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

Answer 41

change

Question 42

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

Answer 42

incident

Question 43

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

Answer 43

problem

Question 44

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

Answer 44

known error