ItIl

Question 1

Product

Answer 1

Configuration of resources created by the org that is potentially valuable to customers

Question 2

organization

Answer 2

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

Question 3

customer

Answer 3

defines the requirements for service and takes responsibility for the outcomes of service consumption

Question 4

user

Answer 4

uses services

Question 5

sponsor

Answer 5

authorizes the budget for service consumption. provides financial or other support for initiative.

Question 6

service management

Answer 6

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

Question 7

service

Answer 7

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 8

value

Answer 8

perceived benefits, usefullness, and importance of something

Question 9

outcome

Answer 9

result for a stakeholder enabled by one or more outputs

Question 10

output

Answer 10

tangible of intangible deliverable or an activity.

Question 11

cost

Answer 11

amount of money spent on an activity or resource

Question 12

risk

Answer 12

possible event that could cause harm or loss, or make it more difficult to achieve objective

Question 13

service relationship management

Answer 13

joint activities performed by service provider and consumer to ensure continual value

Question 14

service offering

Answer 14

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

Question 15

service provision

Answer 15

activities performed by an organization to provide services, continual improvement.

Question 16

Service consumption

Answer 16

activities by an organization to consume services.

Question 17

goods

Answer 17

ownership transferred to consumer

Question 18

access

Answer 18

ownership not transferred to consumer

Question 19

actions

Answer 19

performed by provider to address consumer need

Question 20

service value system

Answer 20

model representing how all the components of an organization work together for value creation

Question 21

service value chain

Answer 21

innermost section of service value system, 6 parts

Question 22

parts of service value chain

Answer 22

Plan, Improve, engage, design & transition, obtain/build, deliver & support

Question 23

the four dimensions

Answer 23

orgs and people, information and tech, partners and suppliers, value streams and processes

Question 24

value stream

Answer 24

series of steps an org undertakes to create and deliver products and services to consumers

Question 25

change enablement

Answer 25

ensure that risks are properly assessed, authorize changes to proceed and managing a change schedule to maximize successful changes

Question 26

deployment management

Answer 26

practice of moving new or changed hardware, software, documentation, etc to live environments

Question 27

incident management

Answer 27

minimize the negative impacts of incidents by restoring operation as quickly as possible

Question 28

info sec management

Answer 28

protect and org by understanding and managing risks to the cia triad

Question 29

IT asset management

Answer 29

plan and mange full lifecycle of all info tech assets

Question 30

monitoring and event management

Answer 30

practice of observing and recording events

Question 31

event

Answer 31

change of state that has significance

Question 32

problem management

Answer 32

reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, manage workarounds, and known errors

Question 33

problem

Answer 33

cause of incident

Question 34

incident

Answer 34

unplanned interruption to service or reduction of quality

Question 35

known error

Answer 35

problem that was analyzed but not solved

Question 36

relationship management

Answer 36

practice of establishing and nurturing links between an org and its stakeholders

Question 37

release management

Answer 37

practice of making services available for use

Question 38

service configuration management

Answer 38

practice of ensuring that accurate and reliable information about the configuration of services and config items that support them, is available when needed

Question 39

service request management

Answer 39

supporting the agreed quality of a service by handling all predefined, user-initiated service requests in an effective and user-friendly manner

Question 40

supplier management

Answer 40

ensure that an orgs suppliers and their performance levels are managed appropriately to support the provision of quality products and services

Question 41

service level agreement

Answer 41

documented agreement between provider and customer that identifies services required and the expected level of service.

Question 42

configuration item

Answer 42

any component that needs to be managed in order to deliver and it service

Question 43

service desk

Answer 43

capture demand for incident resolution and service requests, entry point/ single point of contact between provider and users

Question 44

outcome

Answer 44

result enabled by one or more outputs

Question 45

output

Answer 45

deliverable of an activity