IT service management

Question 1

Service

Answer 1

Thr means of enabling value co-creation by facilitating outcomes that customers want to achieve without the customer having specific cost and risk

Question 2

Service provider

Answer 2

Takes on risk and cost.
Responsive for the means of achieving outcomes

Question 3

Customers (in service)

Answer 3

Transfer cost in risks
Retains focus on core business

Question 4

Utility

Answer 4

Functionality offered by a product or service to meet a particular need

Question 5

Warranty

Answer 5

Assurance that a product or service will meet agreed requirements

Question 6

3 Service consumers

Answer 6

Customer, user, sponsor

Question 7

Customer (consumer)

Answer 7

Defines the requirements for a service and tasks responsibility for the outcome of service consumption

Question 8

User (consumer)

Answer 8

Uses the services

Question 9

Sponsor (consumer)

Answer 9

Authorizes budget for service consumption

Question 10

Capability

Answer 10

Ability of an organization, person, process, application, configuration item

Question 11

Resource

Answer 11

A person or other entity that is required for the execution of an activity or the achievement of an objective

Question 12

Organization

Answer 12

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

Question 13

Stakeholder

Answer 13

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

Question 14

Value

Answer 14

The perceived benefits, usefulness, and importance of something

Question 15

Service management

Answer 15

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

Question 16

Output

Answer 16

Tangible or intangible deliverable of an activity

Question 17

Outcome

Answer 17

A result for a stakeholder enabled by one or more outputs

Question 18

Costs

Answer 18

Amount of money spent in a specific activity or resource

Question 19

2 types of cost

Answer 19

Cost removed firm the consumer by the service.
Cost imposed on the consumer by the service

Question 20

Risks

Answer 20

A possible event that could cause harm or loss or make it more difficult to achieve objectives

Question 21

2 types of risks

Answer 21

Risks removed from a consumer by the service.
Risks imposed on a consumer by the service.

Question 22

Service offering

Answer 22

A description of one or more service, designed to address the needs of a target consumer group.

Question 23

Good (service offering)

Answer 23

Ownership is transferred to the customer
I.e. a phone

Question 24

Access to resources

Answer 24

Ownership is not transferred to consumer.
I.e. access to a mobile network

Question 25

Service action

Answer 25

Performed by the service provider to address a consumer needs.
I.e. user support

Question 26

Service offering (continued)

Answer 26

Different offerings can be created based on the same product, which allows it to be used in multiple ways to address the needs of different consumer group

Question 27

Service relationships

Answer 27

A cooperation between a service provider and service consumer
I.e. IT Department and insurance company

Question 28

Service relationship model

Answer 28

A service consumer can then take the new resources to offer services downstream as a service provider to their customers

Question 29

Services provision

Answer 29

Activities preformed by an organization to provide services

Question 30

Service provider vs. Service provision

Answer 30

Who we are vs. What we do

Question 31

Service consumption

Answer 31

Activities preformed by an organization to consume services

Question 32

Service relationship management

Answer 32

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