Service Management Fundamentals Flashcards

1
Q

What is the definition of a service?

A

A means of delivering value to customers

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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

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3
Q

What is described as fit for purpose?

A

Utility

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4
Q

What is described as fit for use?

A

Warranty

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5
Q

What is service management?

A

Special set of organisation capabilities providing value to customers in the form of services

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6
Q

What is ITSM?

A

Implementation and management of IT services that meet the demands of the business

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7
Q

What is ITIL?

A

IT Infrastructure Library

Framework for best practice

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