Introduction & Key Concepts Flashcards
Which describes outputs ?
Tangle or Intangible deliverables
A service provider describes a package that includes a mobile phone with net work access and 24/7 phone support. What is this an example of?
A service offering
Which is NOT a benefit of adopting ITIL practices?
Demonstrate compliance with the standard
A service provider suggest that their service will have 99.9% availability. What is this an example of?
Warranty of service
A means of enabling full coal creation by facilitating outcomes, that customers want to achieve, without the customer having to manage cost or risk.
Service
The ultimate value of a service is determined by?
The customer
The best definition of a customer?
A person who dentist buys the requirements for service and takes responsibility for the outcome of the service consumption.
Is service provider suggest that their service recovery will be within 24 hours in the event of a disaster. What is that an example of?
Warranty of service
Defined as perceived benefits? Usefulness and importance of something?
Value
Identify the missing words: an organization is a person or a group of people that has its own functions with________ to achieve it’s objectives.
Responsibilities, authorities and relationships
A description of one or more, design to address the needs of a target consumer group. May include good, access to resources, and service actions.
Service offering
Call relationship between a service provider in a service consumer. Includes service provision., service consumption in service relationship management.
Service relationship
Joint activities performed by service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings.
Service relationship management
Activities performed by an organization to provide services.
Service provision
Activities performed by an organization to consume services
Service consumption
