terms - Sheet1

Question 1

Term

Answer 1

Definition

Question 2

1. Service

Answer 2

A means of delivering value to customers by facilitating outcomes they want to achieve, without the customer having to manage specific costs and risks.

Question 3

2. Service Management

Answer 3

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

Question 4

3. Process

Answer 4

A structured set of activities designed to accomplish a specific objective, taking one or more defined inputs and turning them into defined outputs.

Question 5

4. Function

Answer 5

A team or group of people and the tools they use to carry out one or more processes or activities.

Question 6

5. Role

Answer 6

A set of responsibilities, activities, and authorities granted to a person or team, often defined in a process or function.

Question 7

6. Outcome

Answer 7

The result of carrying out an activity, following a process, or delivering an IT service.

Question 8

7. Output

Answer 8

A tangible or intangible deliverable of an activity or process.

Question 9

8. Utility

Answer 9

The functionality offered by a product or service to meet a particular need (i.e., “what the service does”).

Question 10

9. Warranty

Answer 10

The assurance that a product or service will meet agreed requirements (i.e., “how the service is delivered”).

Question 11

10. Value

Answer 11

The perceived benefits, usefulness, and importance of something.

Question 12

11. Customer

Answer 12

The person or organization that defines the requirements for a service and takes responsibility for the outcomes of service consumption.

Question 13

12. User

Answer 13

The person or group who uses the service.

Question 14

13. Sponsor

Answer 14

A person who authorizes the budget for service consumption.

Question 15

14. Service Provider

Answer 15

An organization supplying services to one or more internal or external customers.

Question 16

15. Service Consumer

Answer 16

A generic role that includes customers, users, and sponsors.

Question 17

16. Service Offering

Answer 17

A formal description of one or more services, designed to address the needs of a target customer group.

Question 18

17. Service Relationship

Answer 18

The cooperation between a service provider and service consumer, including service provision, service consumption, and service relationship management.

Question 19

18. Service Relationship Management

Answer 19

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

Question 20

19. Risk

Answer 20

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

Question 21

20. Cost

Answer 21

The amount of money spent on a specific activity or resource.

Question 22

21. IT Asset

Answer 22

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