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Axelos ITIL 4 Foundation Certification > Key Terminology & Catch Phrases > Flashcards

Key Terminology & Catch Phrases Flashcards

1
Q

A Service Provider Describes A Package That Includes A Laptop With Software, Licenses, And Support. What Is This Package An Example Of?

A

A Service Offering

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2
Q

Which term describes the functionality offered by a product or service to meet a particular need.?

A

Utility

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3
Q

What Is A Means Of Enabling Value Co-Creation By Facilitating Outcomes That Customers Want To Achieve?

A

A Service

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4
Q

Fit For Purpose

A

Utility

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5
Q

Fit For Use

A

Warranty

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6
Q

Catch Phrase: Potential

A

Problem

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7
Q

Catch Phrase: Emergency

A

Incident

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8
Q

Result Of An Activity

A

Output

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9
Q

Result Of A Service

A

Outcome

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10
Q

Recurring Issues

A

Problems

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11
Q

Catch Phrase: Revenue

A

Value

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12
Q

Catch Phrase: Change In State

A

Event

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13
Q

Catch Phrase: Assurance

A

Warranty

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14
Q

What Are The Two Types Of Cost That A Service Consumer Should Evaluate?

A

The Costs Removed By The Service, And The Costs Imposed By The Service

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15
Q

Event

A

A Change Of State That Has Significance For The Management Of A Service Or Other Configuration Item.

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16
Q

The Assurance That A Product Or Service Will Meet Agreed Requirements

A

Utility

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17
Q

The Act Of Delivering Services To A Customer/Consumer.

A

Service Provision

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18
Q

How A Consumer Uses A Service.

A

Service Consumption

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19
Q

Granting Access = X

A

Service Provision

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20
Q

Refers To Whether A Service Is Designed And Built To Meet The Specific Needs And Requirements Of Its Intended Use.

A

Fit For Purpose

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21
Q

Which Term Describes A Service That Meets Availability, Capacity And Security Requirements?

A

Fit For Purpose

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22
Q

The General Usefullness Of A Service

A

Utility

23
Q

What Can Vary In Size And Complexity And Uses Functions To Achieve Its Objectives?

A

Organization

24
Q

The Use Of Technology To Perform A Series Of Steps Correctly And Consistently With Little To No Human Intervention.

A

Automation

25
Q

What Is A Situation Where The Output Of An Activity As Used As An Input? What Guiding Principle Is This A Part Of?

A

Feedback Loop
Progress Iteratively With Feedback

26
Q

What Is The End-To-End Experience Consumers Have When They Interact With A Service Or Service Provider?

A

Customer Experience

27
Q

What Are The 4 Forms Of Value?

A
  1. Revenue
  2. Customer Loyalty
  3. Lower Cost
  4. Growth Opportunities
28
Q

Measurement Should Always Support [X]

A

Direct Observation

29
Q

What Is The Biggest Advantage Of Identifying Consumer Roles In Service Relationships?

A

Effective Stakeholder Management.

30
Q

What Are The 6 Stakeholder Types?

A
  1. Customers
  2. Users
  3. Partners
  4. Suppliers
  5. Investors
  6. Regulatory Bodies
31
Q

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~~~

What Is A Situation Where The Output Of An Activity As Used As An Input? What Guiding Principle Is This A Part Of?

A

Feedback Loop
Progress Iteratively With Feedback

32
Q

Listening, Discovery, And Information Capture On How Technology Helps The User

A

Customer Engagement

33
Q

Define Operational Metrics

A

Low-Level Indicators Of Operational Activities.

34
Q

Define Business Metrics

A

Activity That Is Deemed Useful Or Valuable By The Customer And Used As A Means Of Guaging The Success Of A Service

35
Q

What is a set of specialized organizational capabilities for enabling value to customers in the form of services?

A

Service Management

36
Q

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?

A

Organization

37
Q

A means of value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks.

A

Service

38
Q

What term best describes a service that is ‘fit for use’?

A

Warranty

39
Q

What is utility?

A

The functionality offered by a service to meet a particular need

40
Q

A user is [?] that uses services.

A

Role

41
Q

Which is the best description of the value of a service to a customer?

A

The benefits of using the service as percieved by the customer

42
Q

Which is a risk that might be removed from a service consumer by an IT service?

A

Failure of server hardware

43
Q

What are typically recognized through notiications created by an IT service, CI or monitoring tool?

A

Events

44
Q

What is a cause, or potential cause, of one or more incidents?

A

A problem

45
Q

The role that authorizes the budget for service consumption.

A

Sponsor

46
Q

An organization or
individual that provides financial or other
support for an initiative.

A

Sponsor

47
Q

A formal description of one or more
services, designed to address the needs of a target consumer group.

A

Service Offering

48
Q

The activities performed by an
organization to provide services.

A

Service Provision

49
Q

The activities performed by an organization to consume services.

A

Service Consumption

50
Q

It includes the management of the consumer’s resources needed to use the service, service actions perform by users, the receiving of goods.

A

Service Consumption

51
Q

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.

A

Service Provision

52
Q

A** [?] **may include goods, access to resources, and service actions

A

Service Offering

53
Q

Activities performed by the provider
to address a consumer need

A

Service Actions

Axelos ITIL 4 Foundation Certification (7 decks)

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