Intro to Key Concepts Questions Flashcards
What is the definition of Utility
-A tangible or intangible deliverable that is produced by carrying out an Activity
-The assurance that a product or service will meet agreed requirements
-A possible event that could cause harm or less, or make it more difficult to
achieve objectives
-The functionality offered by a product or service to meet a particular need
The functionality offered by a product or service to meet a particular need.
*This is one of the two components of Utility, the other being
Constraints Reduced; that together makes something Fit for
Purpose. Utility plus Warranty creates Value
What is defined as “perceived benefits, usefulness and importance of something”?
-Outputs
-Value
-Warranty
-Outcomes
Value
*The keyword in the question is “perceived,” as perception may be
different than the actual result; during the co-creation of value
Identify the missing word(s) in the following sentence: An organization is a person or a group of people that has its own functions with ___ to achieve its objectives.
-Outputs and outcomes
-Utility
-Responsibilities, Authorities, and Relationships
-Products and services
Responsibilities, Authorities, and Relationships
*Organizations and groups, or functions; are a collection of people
A service provider describes a package that includes a mobile phone with network access and 24/7 phone support. What is this an example of?
-An outcome
-A service offering
-Warranty of a service
-Value
A service offering
*All components in the question are elements that are combined
to form a service offering or package; a service bundle could also
be a reference used
A service provider states that their service provides 99.9% availability. What is this an example of?
-A service offering
-Warranty of service
-An outcome
-Value
Warranty of service
*Availability, Capacity, Continuity, and Security are key elements of
Warranty that make a service Fit for Use, or How a service is
delivered; offers Assurance
Which describes outputs?
-Configuration of an organization’s resources
-Results for a stakeholder
-Functionality offered by a product or service
-Tangible or intangible deliverables
Tangible or intangible deliverables
*Deliverables are the outputs of a service provider that a service
consumer receives to co-create outcomes that are valuable
Which describes products?
-Functionality offered by a product or service
-Results for a stakeholder
-Configuration of an organization’s resources
-Tangible or intangible deliverables
Configuration of an organization’s resources
*Configuration of resources create products or services
“A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific cost or risk.” What ITIL definition is this?
-Service
-Products
-Service management
-Outputs
Service
*All the keywords (value, co-creation, outcomes, without specific
costs & risks) grouped as shown describe a service
What is the utility of a service?
-Assurance that the service will meet security requirements
-End-to-end service performance
-Reliability of the components
-Service functionality
Service Functionality
*Utility includes functionality, meaning Outcomes supported; plus,
Constraints removed, reduced, or relaxed
What’s the definition of an output?
-A result for a stakeholder enabled by one or more outputs
-A tangible or intangible deliverable of an activity
-Activities performed by an organization to consume services
-Joint activities performed by a service provider and a service consumer to ensure
continual value co-creation based on agreed and available service offerings
A tangible or intangible deliverable of an activity
*Outputs are agreed to deliverables
Which of the following could be parts of service offering?
- Goods
- Policies
- Access to resources
- Service actions
- Goods, 3. Access to resources, and 4. Service Actions
Which is the best definition of a customer?
-A person who is willing to provide a service
-A person who authorizes budgets for service consumption. It can also be used to
describe an organization or individual that provides financial or other support for
an initiative
-A person who uses services
-A person who defines the requirements for a service and takes responsibility for
the outcomes of service consumption
A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption.
*Customers, a third Service Consumer role; consume and define
services
The ultimate value of a service is determined by:
-The customer
-The service provider
-The supplier
-The service relationship manager
The Customer
*Customers, one of three Service Consumer roles; consume and
define services. If they achieve their desired outcomes, then they
should perceive that value was created
A service provider suggests that they proved recovery of a service in 24 hours in the event of a disaster. What is this an example of?
-An outcome
-Value
-Warranty of a service
-A service offering
Warranty of a service
*Availability, Capacity, Continuity, and Security are key elements of
Warranty, that make a service Fit for Use, or How a service is
delivered; offers Assurance
Which is NOT a benefit of adopting ITIL practices?
-Support new digital business models
-Create new revenue streams and sources of competitive advantage
-Balance agility and stability
-Demonstrate compliance with a standard
Demonstrate compliance with a standard
*False: ITIL® is a best practice framework that can help with
compliance to governance requirements, but not to international
standards
A set of specialized organizational capabilities for enabling value for customers in the form of services” is the ITIL definition of:
-Service management
-Services
-Products
-Outcomes
Service Management
- Organizations manage products and services
