ITIL

Question 1

Customer

Answer 1

Defines requirements for services

Question 2

Organizations

Answer 2

A group of people that has its own functions, responsibilities, and authorities to achieve specific objectives.

Question 3

Outcome

Answer 3

A result for a stakeholder enabled by one or more outputs

Question 4

Output

Answer 4

A tangible or intangible deliverable of an activity.

Question 5

Product

Answer 5

A configuration of resources, created by the organization that will be potentially valuable to customers.

Question 6

Risk

Answer 6

Uncertainty of outcome. Can be good (opportunity) or bad (hazard).

Question 7

Service

Answer 7

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.

Question 8

Service management

Answer 8

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

Question 9

Service offering

Answer 9

A specific mix of services and products sold to a specific customer.

Question 10

Service relationship

Answer 10

A co-operation between a service provider and a service consumer.

Question 11

Sponsor

Answer 11

Authorizes budgets for services

Question 12

Supplier

Answer 12

External partner who provides services to the organization

Question 13

User

Answer 13

A person who uses the service

Question 14

Utility

Answer 14

Fit for purpose (functioning correctly). Service does what it’s meant to do. FUNCTIONALITY

Question 15

Value

Answer 15

The perceived benefits, usefulness and importance of something.

Question 16

Warranty

Answer 16

Fit for use. Service does this good enough – Availability, Capacity, Continuity, Security good enough? ASSURANCE

Question 17

Change enablement

Answer 17

To maximize the number of successful changes through proper risk assessment and minimize the negative impact of failed changes.

Question 18

Incident management

Answer 18

To minimize negative impact of incidents by restoring normal (lining back up with SLA’s) operation ASAP.

Question 19

Problem management

Answer 19

To reduce likelihood of recurring incidents by identifying root causes and eliminating those.

Question 20

Service desk

Answer 20

Capture demand for incidents and service requests. Service desk is a single point of contact between service provider and issues.

Question 21

Service level management

Answer 21

To set clear business-based targets for service performance, so that the delivery of a service can be measured properly.

Question 22

Service request management

Answer 22

To support the agreed quality of services by handling all pre-defined, user-initiated service requests.