ITIL Definitions

Question 1

Service

Answer 1

A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks

Question 2

Utility

Answer 2

The functionality offered by a product or service to meet a particular need. It’s what the service does, essentially

Question 3

Warranty

Answer 3

Assurance that a product or service will meet agreed-upon requirements. It’s the assurance that the utility of a service will be available when needed

Question 4

Customer

Answer 4

The person or group who defines and agrees upon service requirements and is the recipient of a service. They may or may not pay for the service directly

Question 5

User

Answer 5

The person who uses the service on a day-to-day basis. They might or might not be the same as the customer

Question 6

Service Management

Answer 6

A set of specialised organisational capabilities for enabling value for customers in the form of services. It involves coordinating and integrating people, processes, and technology to deliver value to customers

Question 7

Sponsor

Answer 7

The person or group that authorises the budget for service consumption. They provide the resources for service provision