Service Management Fundamentals Flashcards
1
Q
What is the definition of a service?
A
A means of delivering value to customers
2
Q
What factors determine whether a customer perceives value in a service?
A
What does the service do? - Utility
Can the service be used? - Warranty
3
Q
What is described as fit for purpose?
A
Utility
4
Q
What is described as fit for use?
A
Warranty
5
Q
What is service management?
A
Special set of organisation capabilities providing value to customers in the form of services
6
Q
What is ITSM?
A
Implementation and management of IT services that meet the demands of the business
7
Q
What is ITIL?
A
IT Infrastructure Library
Framework for best practice