Part 1

Question 1

What is the definition of Service Management?

Answer 1

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

(1.1f)

Question 2

What is the definition of Value?

Answer 2

The perceived benefits, usefulness and importance of something.

(1.2b)

Question 3

What is the definition of an organization?

Answer 3

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

(1.2c)

Question 4

What is the definition of a Service Provider?

Answer 4

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

Ensures the service provided can be used as promised.

Question 5

What is a definition of a consumer?

Answer 5

A role performed by an organization in a relationship that uses (or consumes) services

Question 6

What is the definition of a user?

Answer 6

A person who uses services.

(1.1e)

Question 7

What is the definition of a customer?

Answer 7

A person who defines the requirements for a service and takes responsibility for the outcomes of Service Consumption.

(1.1d)

Question 8

What is the definition of a sponsor?

Answer 8

A person who authorizes the budget for service consumption.

(1.1g)

Question 9

What is the definition of a Service?

Answer 9

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.

(1.1a)

Question 10

What is the definition of a Product?

Answer 10

A configuration of resources created by the organization that will be potentially valuable for its customers.

Question 11

What is the definition of a Service Offering?

Answer 11

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

(1.3a)

Question 12

What does a Service Offering include?

Answer 12

Goods

Access to Resources

Service Actions

(1.3a)

Question 13

What is the definition of Goods?

Answer 13

Part of a Service Offering

They are transferred from the service provider over to the consumer.

Question 14

What are Access to Resources?

Answer 14

Part of a Service Offering

They are granted or a license is given to a consumer

Question 15

What are Service Actions?

Answer 15

Part of a Service Offering

An action thats performed to address a consumer’s needs. (Tech support, patches etc.)

Question 16

What is the description of a Service Relationship?

Answer 16

A cooperation between a service provider and service consumer including Service Provision, Service Consumption and Service Relationship Management.

(1.3b)

Question 17

What is the definition of Service Provision?

Answer 17

The activities performed by an organization to provide the services.

(1.3c)

Question 18

What is the definition of Service Consumption?

Answer 18

The activities performed by an organization to consume the services.

(1.3d)

Question 19

What is the definition of Service Relationship Management?

Answer 19

The activities that the service provider and the service consumer do together to enable value co-creation to occur based upon the service offerings.

(Pay bill on time; notifications from provider of upcoming outages)
(1.3b)

Question 20

What is the definition of Costs?

Answer 20

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

(1.2a)

Question 21

What is the definition of Risk?

Answer 21

A possible event that could cause harm, loss or make it more difficult to achieve objectives.

(1.2f)

Question 22

What are the things we can do with Risk?

Answer 22

Avoid
Accept
Transfer
Mitigate

Question 23

What is the definition of Risk Avoidance?

Answer 23

Involves removing risks from the service.

Question 24

What is the definition of Risk Acceptances?

Answer 24

Used when the risk or cost is considered low.

Question 25

What is the definition of Risk Transfer?

Answer 25

Often used when you insure against a risk.

Question 26

What is the definition of Risk Mitigation?

Answer 26

Implement technology or process to reduce the risk.

Question 27

What is the definition of Utility?

Answer 27

Functionality offered by a product or service to meet a particular need.

What a product or services does

Fit for Purpose

Ie: accomplish an outcome

(1.2g)

Question 28

What is the definition of Warranty?

Answer 28

Assurance that a product or service will meet agreed requirements.

How the service performs

Fit for Use

Ie: Availability, capacity, security levels and continuity

(1.2h)