Key Definitions Flashcards

1
Q

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

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2
Q

Perceived benefits, usefulness and the importance of something

A

Value

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3
Q

The amount of money spent on a specific activity or resource

A

Cost

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4
Q

Possible events that could cause harm, cause loss, or make it more difficult to achieve objectives

A

Risk

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5
Q

A result for a stakeholder enabled by one or more outputs

A

Outcome

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6
Q

A tangible or intangible deliverable of an activity

A

Output

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7
Q

Functionality; what the service does; fit for purpose; supports performance or removes constraints

A

Utility

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8
Q

The assurance that a product or service will meet agreed requirements; how the service performs; fit for use

A

Warranty

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9
Q

The assurance that a product or service will meet agreed requirements; how the service performs; fit for use

A

Warranty

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10
Q

Authorizes the budget for service consumption

A

Sponsor

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11
Q

A person who defines the requirements for a service and takes responsibility for the outcome of service consumption

A

Customer

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12
Q

A person who uses services

A

User

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13
Q

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

A

Service Management

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14
Q

A description of one or more services designed to address the needs of a target consumer group; may include goods and access to resources and service actions

A

Service Offering

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15
Q

The activities performed by an organization to provide services; includes the management of resources, service performance management and continual improvement

A

Service Provision

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16
Q

The activities performed by an organization to consume services; includes the management of the consumer’s resources needed to use the service

A

Service Consumption

17
Q

A co-operation between a service provider and service consumer

A

Service Relationship

18
Q

The joint activities performed by a service provider and service consumer to ensure continual value co-creation based on agreed and available service offerings

A

Service Relationship Management

19
Q

A person or a group of people that has its own functions with responsibilities, authorities and relationships to achieve its objectives

A

Organization

20
Q

Any financially valuable component that can contribute to the delivery of an IT product or service

A

IT asset

21
Q

Any change of state that has significance for the management of a configuration item (CI) of IT service

A

Event

22
Q

Any component that needs to be managed in order to deliver an IT service

A

Configuration Item

23
Q

Used to track and manage improvement ideas from identification through final action; multiple CIRs can be maintained on individual, team, departmental, business unit and organizational levels

A

Continual Improvement Register (CIR)

24
Q

The addition, modification or removal of anything that could have a direct or indirect effect on services

A

Change

25
Q

An unplanned interruption to a service or reduction in the quality of a service

A

Incident

26
Q

A cause, or potential cause, of one or more incidents

A

Problem

27
Q

A problem that has been analyzed and has not been resolved

A

Known error

28
Q

A solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available; some workarounds reduce the likelihood of incidents

A

Workaround