Section 1

Question 1

Service Management

Answer 1

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

Question 2

ITIL

Answer 2

Used to stand for IT Infrastructure Library, but is now just a brand name.

ITIL is for the entire service and provides organizations with a comprehensive governance framework for IT service management.

It also ensures the service is continually improving in our organization.

Question 3

4th Industrial Revolution

Answer 3

The creation of cyber-physical systems.

Question 4

Governance

Answer 4

The means by which an organization is directed and controlled (the way your organization runs things compared to how another organization might).

Question 5

What kind of business can be a service organization?

Answer 5

Every business is already a service organization (even if they don’t think they are).