Terminology

Question 1

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

Answer 1

Service Management

Question 2

The perceived benefits, usefulness and importance of something

Answer 2

Value

Question 3

A person or a group of people that has its own functions with responsibilities, authorities and relationshops to achieve its objectives

Answer 3

Organization

Question 4

The role that defines the requirements for a service and takes responsibility for the outcomes of service consumption

Answer 4

Customer

Question 5

The person who uses services

Answer 5

User

Question 6

The role authorizing budget for service consumption

Answer 6

Sponsor

Question 7

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

Answer 7

Service

Question 8

A configuration of an organization’s resources designed to offer Value for a consumer

Answer 8

Product

Question 9

A formal description of one or more services, designed to address the needs of a target consumer group. It may include goods, access to resources, and service actions

Answer 9

Service offering

Question 10

A co-operation between a service provider and service consumer. They include service provision, service consumption and xx management.

Answer 10

Service relationship

Question 11

Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings

Answer 11

Service Relationship Management

Question 12

Service provision

Answer 12

Activities performed by an organization to provide services

Question 13

Service consumption

Answer 13

Activities performed by an organization to consume services

Question 14

Outcome

Answer 14

A result for a stakeholder enabled by one or more outputs

Question 15

Output

Answer 15

A tangible or intangible deliverable of an activity

Question 16

Cost

Answer 16

The amount of money spent on a specific activity or resource. Costs can be expressed in non-monetary terms, such as time spent and people allocated

Question 17

Risk

Answer 17

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

Question 18

Utility

Answer 18

The functionality offered by a product or service to meet a particular need

Question 19

Warranty

Answer 19

Assurance that a product or service will meet agreed requirements

Question 20

Value Stream

Answer 20

A series of steps an organization undertakes to create and deliver products and services to consumers

Question 21

Process

Answer 21

A set of interrelated or interacting activites that transforms inputs into outputs. X define the sequence of activities and their dependencies

Question 22

IT asset

Answer 22

Any financially valuable component that can contribute to the delivery of an IT product or service

Question 23

Configuration Item (CI)

Answer 23

Any component that needs to be managed in order to deliver an IT service

Question 24

Event

Answer 24

Any change of state that has significance for the management of a service or other configuration items. X X are typically recognized thorough notifications created by an IT service, CI, or monitoring tool.

Question 25

The addition, modification, or removal of anything that could have a direct or indirect effect on services

Answer 25

Change

Question 26

Providing information about deployed changes to help manage incidents & problems

Answer 26

Change Schedule

Question 27

Change authority

Answer 27

Person or group who authorizes a change

Question 28

Unplanned interruption to a service or reduction in the quality of a service

Answer 28

Incident

Question 29

Cause ot potential cause of prior, current or future incidents

Answer 29

problem

Question 30

A Problem that has been analyzed but not resolved

Answer 30

known error

Question 31

Solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available. Some X reduce the likelihood of incidents

Answer 31

Workaround

Question 32

A request from a user or a user's authorized representative that initiates a service action which has been agreed as a normal part of service delivery

Answer 32

Service Request

Question 33

Documents agreement between a service provider and a customer that identifies both services required and the expected level of service

Answer 33

Service Level Agreement (SLA)

Question 34

Regular re-assessment of the effectiveness of workarounds

Answer 34

Problem control

Question 35

Four dimensions of service management

Answer 35

4 perspectives that are critical to the effective and efficient facilitation of value for customers and other stakeholders in the form of products and services. - Organizations & people - Information & technology - Partners & Suppliers - value streams and processes

Question 36

Service value system

Answer 36

Describes how all components and activities of the organization work together as a system to enable value creation. The components for the SVS are: - Guiding principles -Governance -Service value chain -practices -continual improvement

Question 37

A recommendation that guides organizations in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure

Answer 37

Guiding principle

Question 38

The means by which an organization is directed and controlled

Answer 38

Governance

Question 39

Service value chain

Answer 39

A set of interconnected activities that an organization performs to deliver a valuable product or service to its consumers and to facilitate value realization

Question 40

Practice

Answer 40

A set of organizational resources designed for performing work or accomplishing an objective

Question 41

Continual Improvement

Answer 41

Continual improvement is a recurring organizational activity performed at all levels to ensure that an organization’s performance continually meets stakeholders’ expectations.

Question 42

Plan

Answer 42

Service Value Chain activity that deals with the purchase of new products

Question 43

To protect the information needed by the organization to conduct its business. This includes understanding and managing risks to the confidentiality, integrity, and availability of information, as well as other aspects of information security such as authentication (ensuring someone is who they claim to be) and non-repudiation (ensuring that someone can’t deny that they took an action).

Answer 43

Information security management

Question 44

To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels. It includes the identification, analysis, monitoring, and continual improvement of relationships with and between stakeholders.

Answer 44

Relationship Management

Question 45

To ensure that the organization’s X and their performances are managed appropriately to support the seamless provision of quality products and services. This includes creating closer, more collaborative relationships with key suppliers to uncover and realize new value and reduce the risk of failure.

Answer 45

Supplier Management

Question 46

IT Asset management

Answer 46

To plan and manage the full lifecycle of all IT assets, to help the organization: * maximize value * control costs * manage risks * support decision-making about purchase, re-use, and retirement of assets * meet regulatory and contractual requirements.

Question 47

To systematically observe services and service components, and record and report selected changes of state identified as events. This practice identifies and prioritizes infrastructure, services, business processes, and information security events; it also establishes the appropriate response to those events, and conditions that indicate potential faults or incidents.

Answer 47

Monitoring and event management

Question 48

To make new and changed services and features available for use.

Answer 48

Release Management

Question 49

To ensure that accurate and reliable information about the configuration of services, and the CIs that support them, is available when and where it is needed. This includes information on how CIs are configured and the relationships between them.

Answer 49

service configuration management

Question 50

To move new or changed hardware, software, documentation, processes, or any other component to live environments.

Answer 50

Deployment management

Question 51

To align the organization’s practices and services with changing business needs through the ongoing identification and improvement of services, service components, practices, or any element involved in the efficient and effective management of products and services.

Answer 51

Continual improvement (SWOT, balances scorecards)

Question 52

To maximize the number of successful IT changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule.

Answer 52

Change enablement

Question 53

To minimize the negative impact of incidents by restoring normal service operation as quickly as possible.

Answer 53

Incident Management

Question 54

To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.

Answer 54

Problem management

Question 55

Service request management

Answer 55

To support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.

Question 56

To capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users.

Answer 56

Service desk

Question 57

To set clear business-based targets for service performance, so that the delivery of a service can be properly assessed, monitored, and managed against these targets.

Answer 57

Service level management