ITIL Foundations Flashcards
1
Q
What are the two ways to determine value?
A
- Utility - What does the service do? (Fit for purpose?)
2. Warranty - Can it be used? (Fit for use?)
2
Q
Service is a means of delivering _____ to customers, by facilitating outcomes, without the customer having to have all the costs involved of ownership.
A
Value
3
Q
What are significant factors regarding whether or not the customer perceived value?
A
- What does the service do?
2. Can the service be used?
4
Q
What is an ITIL term that represents the functionality, or what a service does?
A
Utility
5
Q
Service _____ is a set of specialized organizational capabilities for providing value to customers.
A
Management
6
Q
What are the 5 stages of the ITIL lifecycle?
A
- Strategy
- Design
- Transition
- Operation
- Improvement
7
Q
What is a good way to describe ITIL?
A
Best practice
8
Q
What does the acronym PDCA stand for?
A
Plan - Do - Check - Act
