Lesson 1: IT Service Management

Question 1

What is a service?

Answer 1

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

Question 2

What is a product?

Answer 2

A configuration of an organization’s resources.

Question 3

What is utility?

Answer 3

The functionality offered by a product or service to meet a particular need (functionality).

“Fit for purpose”

“What the service does”

Question 4

What is warranty?

Answer 4

Assurance that a product or service will meet agreed requirements (performance).

“Fit for use”

“How the service performs”

Question 5

Two components of utility.

Answer 5

1. Supported performance
2. Removed constraints

Question 6

Four components of warranty.

Answer 6

1. Availability
2. Capacity
3. Continuity
4. Security

Question 7

What role does the organization take when it receives services?

Answer 7

Service consumer

Question 8

What are the three roles of service consumers?

Answer 8

1. Customer
2. User
3. Sponsor

Question 9

What is a customer’s role?

Answer 9

Defining requirements for a service and taking responsibility for the outcomes of service consumption.

Question 10

What is a user’s role?

Answer 10

Using the service.

Question 11

What is a sponsor’s role?

Answer 11

Authorizing budget for service consumption.

Question 12

What is a service provider?

Answer 12

The role performed by an organization in a service relationship to provide services to service consumers.

Question 13

What are capabilities?

Answer 13

The ability of an organization, person, process, application, configuration item, or IT service to carry out an activity.

Question 14

What are resources?

Answer 14

A person or other entity that is required for the execution of an activity for the achievement of an objective.

Question 15

What is an organization?

Answer 15

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

Question 16

What is a stakeholder?

Answer 16

A person or organization that has an interest or involvement in an organization, products, service, practice, or other entity.

Question 17

What is value?

Answer 17

The perceived benefits, usefulness, and importance or something.

Question 18

What is IT service management?

Answer 18

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

Question 19

What is an output?

Answer 19

A tangible or intangible delivery of an activity.

Question 20

What is an outcome?

Answer 20

A result for a stakeholder enabled by one or more outputs.

Question 21

What is cost?

Answer 21

The amount of money spent on a specific activity or resource.

Question 22

What are the two types of cost?

Answer 22

1. Cost removed from the consumer by the service (part of the value proposition).
2. Cost imposed on the consumer by the service (costs of service consumption).

Question 23

What is risk?

Answer 23

A possible event that could cause harm or loss or make it more difficult to achieve objectives. Risk can also be defined as the uncertainty of the outcome and can be used in the context of measuring the probability of positive outcomes as well as negative outcomes.

Question 24

What are the two types of risk?

Answer 24

1. Risks removed from the consumer by the service (part of the value proposition).
2. Risks imposed on a consumer by the service (risks of service consumption).

Question 25

What is a service offering?

Answer 25

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

Question 26

What are the three types of service offerings?

Answer 26

1. Goods
2. Access to resources
3. Service actions

Question 27

What are goods?

Answer 27

Items supplied to the consumer in which ownership is transferred to the consumer.

Question 28

What is access to resources?

Answer 28

When access is granted or licensed to the consumer under agreed terms and conditions in which ownership is not transferred, and the consumer can only access the resources during an agreed consumption period and according to other agreed service terms.

Question 29

What are service actions?

Answer 29

Actions performed by the service provider according to an agreement with the consumer to address a consumer’s need.

Question 30

True/False: Service offerings are exclusively external to the service provider organization.

Answer 30

False.

Services may be offered to groups internal or external to the service provider organization.

Question 31

What is a service relationship?

Answer 31

A cooperation between a service provider and service consumer.

Question 32

What three things do service relationships include?

Answer 32

1. Service provision
2. Service consumption
3. Service relationship management

Question 33

What is service provision?

Answer 33

Activities performed by an organization to provide services.

Question 34

What is service consumption?

Answer 34

Activities performed by an organization to consumer services.

Question 35

What is service relationship management?

Answer 35

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