Service Management (ITSM) and Key Concepts

Question 1

*Definition of Service

Answer 1

A Service is a means of enabling value of co-creation by facilitating outcomes that customers want to achieve without the customer having to manage specific costs and risks

Question 2

*Definition of Utility

Answer 2

Is the functionality offered by a product or service to meet a particular need.
What a service does (fit for purpose)

Question 3

*Definition of Warranty

Answer 3

Is the assurance that a product or service will meet agreed requirements.
How a service performs (fit for use)

Question 4

Definition of Customer

Answer 4

A Customer is the role that defines the requirements for a service and takes responsibility for the outcomes of a service consumption

Question 5

*Definition of User

Answer 5

The User is the role that uses services

Question 6

*Service Management

Answer 6

Is a set of specialized organizational capabilities for enabling VALUE for customers in the form of SERVICES.

Question 7

*Definition of Sponsor

Answer 7

Is the role that authorizes the budget for service consumption. The term is also used to describe an organization or individual that provides financial or other support for an initiative.

Question 8

*Organizational Capability

Answer 8

Refers to having both the capacity and the ability to perform the functions required.

Question 9

*Organize your people to best support the activities, practices, and process

Answer 9

*Organize your people to best support the activities, practices, and process

Question 10

*LEARNING OBJECTIVE 1.1: Be Able to Recall the definition of service, utility, warranty, user, service management, and sponsor

Answer 10

LEARNING OBJECTIVE 1.1 Be Able to Recall the definition of service, utility, warranty, user, service management, and sponsor

Question 11

*LEARNING OBJECTIVE 1.2: Describe the concepts of cost, value, organization, outcome of risk, utility, and warranty

Answer 11

*LEARNING OBJECTIVE 1.2 Describe the concepts of cost, value, organization, outcome of risk, utility, and warranty

Question 12

*LEARNING OBJECTIVE 1.3: Be able to describe the key concepts of service relationships, including service offerings, service relationship management, service provision, and service consumption.

Answer 12

*LEARNING OBJECTIVE 1.3: Be able to describe the key concepts of service relationships, including service offerings, service relationship management, service provision, and service consumption.