Foundations

Question 1

Four Dimensions of Service Management

Answer 1

Organizations and People
Information and Technology
Partners and suppliers
Value streams and processes

Question 2

Service Management

Answer 2

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

Question 3

Value

Answer 3

The perceived benefits, usefulness and importance of something

Question 4

Organization

Answer 4

A person or group of people that has its own functions with responsibilities, authorities, and relationships to achieve it’s objectives. Its purpose is to provide value for stakeholders.

Question 5

Customer

Answer 5

A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption.

Question 6

User

Answer 6

A person who uses services.

Question 7

Sponsor

Answer 7

A person who authorizes budget for service consumption.

Question 8

Services

Answer 8

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 9

Product

Answer 9

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

Question 10

Service Offering

Answer 10

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 11

Service Relationship

Answer 11

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

Question 12

Service Provision

Answer 12

Activities performed by an organization to provide services.

Question 13

Service Consumption

Answer 13

Activities performed by an organization to consumer services.

Question 14

Service Relationship Management

Answer 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.

Question 15

Output

Answer 15

A tangible or intangible deliverables of an activity

Question 16

Outcome

Answer 16

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

Question 17

Cost

Answer 17

The amount of money spent

Question 18

Risk

Answer 18

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 out comes as well as negative outcomes.

Question 19

Utility

Answer 19

The functionality offered by a product or service to meet a particular need. (What it does)

Question 20

Warranty

Answer 20

Assurance that a product or service will meet agreed requirements. (How it performs)

Question 21

Cloud Computing

Answer 21

A model for enabling on-demand network access to a shared pool of configurable computing resources that can be rapidly provided with minimal management effort or provider interaction.

Question 22

Value Stream

Answer 22

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

Question 23

Process

Answer 23

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

Question 24

Service Value System

Answer 24

Guiding Principles
Governance
Service value chain
Practices
Continual improvement

Question 25

Guiding Principal

Answer 25

A recommendation that guides an organization in all circumstances.

Focus on value
Start where you are
Progress iteratively with feedback
Collaborate and promote visibility
Think and work holistically
Keep it simple and practical
Optimize and automate

Question 26

Service Value Chain

Answer 26

Plan
Improve
Engage
Design and transition
Obtain and build
Deliver and support

Question 27

Management Practice

Answer 27

A set of organizational resources designed for performing work or accomplishing an objective. These include:

General management practices
Service management practices
technical management practices

Question 28

Architecture Management Practice

Answer 28

Provides the principles, standards, and tools that enable an organization to manage complex change in a structured and agile way.

Question 29

Continual Improvement Practice

Answer 29

Align the organizations practices and services with changing business needs through the ongoing improvement of products, services, and practices or the management thereof.

Question 30

Information Security Management Practice

Answer 30

The protection of the information needed by the organization to conduct its business, including understanding and managing risks to the confidentiality, integrity, availability of information, authentication, and non-repudiation.