Module 1

Question 1

What is the purpose of ITIL?

Answer 1

To provide organisations with comprehensive guidance for the management of IT-enabled services in a digital economy

Question 2

*Define a service [1.a.i]

Answer 2

A means of enabling value co-creation by facilitating desired outcomes for customers, without the customer needing to manage specific costs & risks. They are based on 1 or more of an organisation’s products

Question 3

*Define utility [1.a.ii]

Answer 3

Functionality offered by a product/service to meet a particular need. What a service does & how its fitness for purpose is determined

Question 4

*Define warranty [1.a.iii]

Answer 4

Assurance that a product/service will meet agreed requirements. How a service performs & is used to determine whether it is fit for use

Question 5

What is a product? [1.a.i]

Answer 5

A configuration of an organisation’s resources designed to offer value for a consumer. They are complex & not fully visible to a consumer - organisations define which components they see & tailor them to suit target consumer groups

Question 6

What is value co-creation? [1.a.i]

Answer 6

It requires collaboration between the provider & the consumer to have a mutually beneficial, interactive relationship

Question 7

*Define customers [1.a.iv]

Answer 7

They define the requirements for services & take responsibility for outcomes

Question 8

*Define users [1.a.v]

Answer 8

They use services

Question 9

*Define service management [1.a.vi]

Answer 9

A set of specialised organisational capabilities for enabling value to customers in the form of services

Question 10

What is necessary for developing specialised organisational capabilities? [1.a.vi]

Answer 10

An understanding of the nature of value, nature & scope of stakeholders & how value creation is enabled through services

Question 11

What are stakeholders? [1.a.vi]

Answer 11

Service providers, consumers & other stakeholders e.g. employees, investors, social & community groups, government organisations, partners & suppliers

Question 12

*Define sponsors [1.a.vii]

Answer 12

They authorise the budget for service consumption

Question 13

*What is cost? [1.b.i]

Answer 13

The amount of money spent on a specific activity/resource. From a consumer perspective, there are 2 types involved in a service relationship: costs removed from them by the service as part of the value proposition & costs imposed on them by the service (cost of service consumption)

Question 14

*What is value? [1.b.ii]

Answer 14

The perceived benefits, usefulness & importance of something

Question 15

What are the 2 types of value? [1.b.ii]

Answer 15

Direct e.g. revenue generation or indirect e.g. employee experience or society benefitting from job provision

Question 16

*What is an organisation? [1.b.iii]

Answer 16

It varies in size & complexity & in relation to legal entities can range from 1 person, a team or a complex network of legal entities united by common objectives, relationships & authorities
Value created in different ways depending on how they operate

Question 17

*What is an outcome? [1.b.iv]

Answer 17

A result for a stakeholder enabled by 1 or more outputs

Question 18

*What is an output? [1.b.v]

Answer 18

A tangible or intangible delivery of an activity

Question 19

*What is risk? [1.b.vi]

Answer 19

A possible event that could cause harm/loss or make it more difficult to achieve objectives. Can also be defined as uncertainty of outcome & used in the context of measuring probability of positive & negative outcomes
Those of concern to the consumer are those imposed on them & those removed from them

Question 20

*How can risk be managed? [1.b.vi]

Answer 20

Actively participating in the definition of service requirements & requiring outcome clarification, clearly communicating CSFs & constraints applying to the service & ensuing the provider has access to necessary resources of the consumer throughout the service relationship

Question 21

*What are utility & warranty? [1.b.vii]

Answer 21

All the service characteristics required to facilitate that valuable outcome

Question 22

*What must a service do to have utility? [1.b.vii]

Answer 22

Either support the performance of the consumer or remove constraints from the consumer, many services do both

Question 23

*What does warranty relate to? [1.b.viii]

Answer 23

Often relates to service levels aligned with needs of service consumers, either based on formal agreement, marketing message or brand image. Typically includes service availability, capacity, security levels & continuity

Question 24

*What are service relationships? [1.c]

Answer 24

They are established between 2 or more organisations to co-create value. Organisations take on the role of service providers/consumers. These roles are not mutually exclusive as organisations often provide & consume several services at a time. There is cooperation between the service provider & the consumer, and includes service provision, consumption & relationship management

Question 25

*What is a service offering? [1.c.i]

Answer 25

1 or more services designed to address the needs of a target consumer group. It may include goods, access to resources & service actions

Question 26

*What are goods? [1.c.i]

Answer 26

When ownership is transferred to a consumer and the consumer takes responsibility for future use

Question 27

*Describe access to resources? [1.c.i]

Answer 27

When ownership is not transferred to a consumer, access is granted/licensed under agreed conditions

Question 28

*What are service actions? [1.c.i]

Answer 28

They are performed by the provider to address consumer need according to a consumer agreement

Question 29

*What is service relationship management? [1.c.ii]

Answer 29

Joint activities performed by the service provider & consumer to ensure continual value co-creation, based on agreed & available service offerings

Question 30

*What is service provision? [1.c.iii]

Answer 30

It is performed by an organisation to provide services. It includes management of the provider’s resources which are configured to deliver a service. This ensuries access to resources for users, fulfillment of agreed service actions, service level management & continual improvement

Question 31

*What are service providers? [1.c.iii]

Answer 31

Organisations which deliver services, can be external or internal. They produce outputs to help consumers achieve certain outcomes & undertake some of the associated risks & costs

Question 32

*What is service consumption? [1.c.iv]

Answer 32

Activities performed by an organisation to consume services. It includes management of consumer’s resources needed to use the service & service actions performed by users, including using the provider’s resources & requesting service actions be fulfilled. It may include receiving goods

Question 33

*What are service consumers? [1.c.iv]

Answer 33

Those to whom services are delivered. Roles include customers, users & sponsors - these roles can be separated or combined. They can have conflicting service expectations & different definitions of value