Key Concepts & Definitions Flashcards
What is warranty?
A. Assurance that a product or service will meet agreed requirements
B. The amount of money spent on a specific activity or resource
C. The functionality offered by a product or service to meet a particular need
D. The perceived benefits, usefulness and importance of something
A. Assurance that a product or service will meet agreed requirements
It’s about ensuring reliable performance and meeting agreed levels.
Which statement about outcomes is CORRECT?
A. An outcome can be enabled by more than one output
B. Outcomes are how the service performs
C. An output can be enabled by one or more outcomes
D. An outcome is a tangible or intangible activity
A. An outcome can be enabled by more than one output
Relate to desired results beyond specific outputs.
What is defined as a cause, or potential cause, of one or more incidents?
A. Change
B. Event
C. Known error
D. Problem
D. Problem
Not an incident itself but can lead to one.
What is a 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 management
B. Continual improvement
C. A service
D. An IT asset
C. A service
Offers value without the customer managing costs or risks.
Identify the missing word in the following sentence.
A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [?].
A. assets
B. values
C. elements
D. services
D. services
Focus on how changes affect service delivery.
Which TWO statements about an organization’s culture are CORRECT?
1. It is created from shared values based on how it carries out its work
2. It is determined by the type of technology used to support services
3. It should be based on the culture of prospective suppliers
4. It should be based on the objectives of the organization
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4
D. 1 and 4
Reflects internal values and objectives, not external factors.
