ITIL 4 Lesson One: IT Service Management Flashcards

1
Q

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

A

C: Service Offering

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2
Q

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

A: Service relationship

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3
Q

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

A

B: Service relationship management

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4
Q

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

A

B: Service

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5
Q

Activities performed by an organization to provide
services.
A: Service Provision
B: Service
C: Service consumption

A

A: Service Provision

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6
Q

Activities performed by an organization to consume
services.
A: Service Provision
B: Service
C: Service consumption

A

C: Service consumption

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7
Q

The functionality offered by a product
or service to meet a particular need.
A: Warranty
B: Utility

A

B: Utility “What the service does”

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8
Q

Assurance that a product or service
will meet agreed requirements.
A: Warranty
B: Utility

A

A: Warranty “how the service performs”

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9
Q

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

A: Customer

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10
Q

The role that uses services.
A: Customer
B: User
C: Sponsor

A

B: User

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11
Q

The role that authorizes budget for service consumption
A: Customer
B: User
C: Sponsor

A

C: Sponsor

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12
Q

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

A

B: Organization

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13
Q

A person or organization that has an interest or involvement in
an organization, product, service, practice, or other entity.
A: Stakeholder
B: Organization

A

A: Stakeholder

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14
Q

The perceived benefits, usefulness, and importance of
something.
A: Output
B: Value
C: Outcome

A

B: Value

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15
Q

A tangible or intangible deliverable of an activity.
A: Output
B: Value
C: Outcome

A

A: Output

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16
Q

A result for a stakeholder enabled by one or more
outputs.
A: Output
B: Value
C: Outcome

A

C: Outcome

17
Q

A service provider suggests that their service will have 99.9% availability. What is this an example of?

A: Warranty of a service
B: Value
C: Pass/Fail Rate
D: Exceptional Service Management

A

A: Warranty of a service

18
Q

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?

A: Service offering
B: Warranty
C: Capability
D: Service Value System

A

A: Service Offering

19
Q

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?

A: Funding
B: Responsibilities, Authorities and Relationship
C: Customers, Users and Sponsors
D: Approval

A

B: Responsibilities, Authorities and Relationship

20
Q

Which describes products?

A: Configuration of an organizations resources
B: Network Access
C: A tangible or intangible deliverable of an activity
D: Components of the Service Value System

A

A: Configuration of an organizations resources

21
Q

Which is the best definition of a customer?

A: The person who authorizes spending money
B: A person who produces outputs used in future projects
C: A person who delivers needed materials
D: A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption

A

D: A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption

22
Q

The ultimate value of a service is determined by?

A: The sponsor
B: The supplier
C: The end-user
D: The customer

A

D: The customer

23
Q

A service provider suggests that their service recovery will be within 24 hours in the event of a disaster. What is that an example of?

A: fit for purpose situation
B: Warranty of a service
C: Removed constraints
D: Utility of a service

A

B: Warranty of a service

24
Q

Which describes products?

A: Components of the Service Value System
B: A tangible or intangible deliverable of an activity
C: Configuration of an organizations resources
D: Network Access

A

C: Configuration of an organizations resources