ITIL 4 Lesson One: IT Service Management Flashcards
A description of one or more services, designed to address the needs of a target consumer group. may include goods, access to resources, and service actions.
A: Service relationship
B: Service relationship management
C: Service Offering
C: Service Offering
A cooperation between a service provider and service
consumer. Includes; service provision, service consumption,
and service relationship management.
A: Service relationship
B: Service relationship management
C: Service Offering
A: Service relationship
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: Service relationship
B: Service relationship management
C: Service Offering
B: Service relationship management
The means of enabling value co-creation by facilitating outcomes that customers want to achieve without the customer having to manage specific costs and risks.
A: Service Provision
B: Service
C: Service consumption
B: Service
Activities performed by an organization to provide
services.
A: Service Provision
B: Service
C: Service consumption
A: Service Provision
Activities performed by an organization to consume
services.
A: Service Provision
B: Service
C: Service consumption
C: Service consumption
The functionality offered by a product
or service to meet a particular need.
A: Warranty
B: Utility
B: Utility “What the service does”
Assurance that a product or service
will meet agreed requirements.
A: Warranty
B: Utility
A: Warranty “how the service performs”
The role that defines the requirements for a service and takes responsibility for the outcomes of service consumption.
A: Customer
B: User
C: Sponsor
A: Customer
The role that uses services.
A: Customer
B: User
C: Sponsor
B: User
The role that authorizes budget for service consumption
A: Customer
B: User
C: Sponsor
C: Sponsor
A person or a group of people that has its own functions with
responsibilities, authorities, and relationships to achieve its objectives.
A: Stakeholder
B: Organization
B: Organization
A person or organization that has an interest or involvement in
an organization, product, service, practice, or other entity.
A: Stakeholder
B: Organization
A: Stakeholder
The perceived benefits, usefulness, and importance of
something.
A: Output
B: Value
C: Outcome
B: Value
A tangible or intangible deliverable of an activity.
A: Output
B: Value
C: Outcome
A: Output