Key Terminology & Catch Phrases Flashcards
A Service Provider Describes A Package That Includes A Laptop With Software, Licenses, And Support. What Is This Package An Example Of?
A Service Offering
Which term describes the functionality offered by a product or service to meet a particular need.?
Utility
What Is A Means Of Enabling Value Co-Creation By Facilitating Outcomes That Customers Want To Achieve?
A Service
Fit For Purpose
Utility
Fit For Use
Warranty
Catch Phrase: Potential
Problem
Catch Phrase: Emergency
Incident
Result Of An Activity
Output
Result Of A Service
Outcome
Recurring Issues
Problems
Catch Phrase: Revenue
Value
Catch Phrase: Change In State
Event
Catch Phrase: Assurance
Warranty
What Are The Two Types Of Cost That A Service Consumer Should Evaluate?
The Costs Removed By The Service, And The Costs Imposed By The Service
Event
A Change Of State That Has Significance For The Management Of A Service Or Other Configuration Item.
The Assurance That A Product Or Service Will Meet Agreed Requirements
Utility
The Act Of Delivering Services To A Customer/Consumer.
Service Provision
How A Consumer Uses A Service.
Service Consumption
Granting Access = X
Service Provision
Refers To Whether A Service Is Designed And Built To Meet The Specific Needs And Requirements Of Its Intended Use.
Fit For Purpose
Which Term Describes A Service That Meets Availability, Capacity And Security Requirements?
Fit For Purpose
The General Usefullness Of A Service
Utility
What Can Vary In Size And Complexity And Uses Functions To Achieve Its Objectives?
Organization
The Use Of Technology To Perform A Series Of Steps Correctly And Consistently With Little To No Human Intervention.
Automation
What Is A Situation Where The Output Of An Activity As Used As An Input? What Guiding Principle Is This A Part Of?
Feedback Loop
Progress Iteratively With Feedback
What Is The End-To-End Experience Consumers Have When They Interact With A Service Or Service Provider?
Customer Experience
What Are The 4 Forms Of Value?
- Revenue
- Customer Loyalty
- Lower Cost
- Growth Opportunities
Measurement Should Always Support [X]
Direct Observation
What Is The Biggest Advantage Of Identifying Consumer Roles In Service Relationships?
Effective Stakeholder Management.
What Are The 6 Stakeholder Types?
- Customers
- Users
- Partners
- Suppliers
- Investors
- Regulatory Bodies
```
~~~
What Is A Situation Where The Output Of An Activity As Used As An Input? What Guiding Principle Is This A Part Of?
Feedback Loop
Progress Iteratively With Feedback
Listening, Discovery, And Information Capture On How Technology Helps The User
Customer Engagement
Define Operational Metrics
Low-Level Indicators Of Operational Activities.
Define Business Metrics
Activity That Is Deemed Useful Or Valuable By The Customer And Used As A Means Of Guaging The Success Of A Service
What is a set of specialized organizational capabilities for enabling value to customers in the form of services?
Service Management
What term best describes a person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives?
Organization
A means of value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks.
Service
What term best describes a service that is ‘fit for use’?
Warranty
What is utility?
The functionality offered by a service to meet a particular need
A user is [?] that uses services.
Role
Which is the best description of the value of a service to a customer?
The benefits of using the service as percieved by the customer
Which is a risk that might be removed from a service consumer by an IT service?
Failure of server hardware
What are typically recognized through notiications created by an IT service, CI or monitoring tool?
Events
What is a cause, or potential cause, of one or more incidents?
A problem
The role that authorizes the budget for service consumption.
Sponsor
An organization or
individual that provides financial or other
support for an initiative.
Sponsor
A formal description of one or more
services, designed to address the needs of a target consumer group.
Service Offering
The activities performed by an
organization to provide services.
Service Provision
The activities performed by an organization to consume services.
Service Consumption
It includes the management of the consumer’s resources needed to use the service, service actions perform by users, the receiving of goods.
Service Consumption
It includes management of the provider’s resources,** configured to deliver the service**, ensuring access to these resources for users,fulfillment of the agreed service actions;,service level management,and continual improvement. It may also include the supply of goods.
Service Provision
A** [?] **may include goods, access to resources, and service actions
Service Offering
Activities performed by the provider
to address a consumer need
Service Actions
