Udemy Itil 4. L1

Question 1

Service

Answer 1

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.

Question 2

Customer

Answer 2

A person 
who defines the requirements
for a service 
and takes responsibility 
for the outcomes 
of service consumption

Question 3

User

Answer 3

A person who uses services

Question 4

Service management

Answer 4

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

Question 5

Sponsor

Answer 5

A person
who authorizes budget
for service consumption.

Can also be used to
describe an organization or individual
that provides financial or other support for an initiative.

Question 6

Cost

Answer 6

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

Question 7

Value

Answer 7

The perceived 
- benefits, 
- usefulness, 
- and importance 
of something

Question 8

Organization

Answer 8

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

Question 9

Outcome

Answer 9

A result
for a stakeholder
enabled by one or more outputs.

Question 10

Output

Answer 10

A tangible or intangible deliverable

of an activity.

Question 11

Risk

Answer 11

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

Can also be defined as uncertainty of outcome,
and can be used in the context
of measuring the probability of positive
outcomes as well as negative outcomes.

Question 12

Utility

Answer 12

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

Utility can be summarized
as ‘what the service does’
and can be used to determine
whether a service is ‘fit for purpose’.

To have utility,
a service
must either support the performance of the consumer or remove constraints from the consumer.

Many services do both.

Question 13

Warranty

Answer 13

Assurance
that a product or service
will meet agreed requirements.

Warranty can be summarized
as ‘how the service performs’
and can be used to determine
whether a service is ‘fit for use’.

Warranty often relates
to service levels
aligned with the needs of service consumers.

This may be based on a formal agreement,
or it may be a marketing message
or brand image.

Warranty typically addresses such areas

• as the availability of the service,
• its capacity,
• levels of security,
• and continuity.

A service may be said to provide acceptable assurance,
or ‘warranty’, if all defined and agreed conditions are met.

Question 14

Service offering

Answer 14

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

A service offering 
may include 
- goods, 
- access to resources, and 
- service actions.

Question 15

Service relationship management

Answer 15

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 16

Service provision

Answer 16

Activities
performed by an organization
to provide services.

It includes 
- management of the provider’s resources,
configured to deliver the service; 
- ensuring access to these resources for users; 
- fulfilment of the agreed service
actions; 
- service level management; 
- and continual improvement. 

It may also include the supply of goods

Question 17

Service consumption

Answer 17

Activities
performed by an organization
to consume services.

 It includes the management 
of the consumer’s resources 
needed to use the 
service, 
service actions 
performed by users, 
and the receiving (acquiring) of goods
(if required).

Question 18

stakeholder

Answer 18

A person or organization 
that has an interest or involvement 
in an 
- organization, 
- product, 
- service, 
- practice, or 
- other entity.

Question 19

risk assessment

Answer 19

An activity to

• identify,
• analyse, and
• evaluate risks.

Question 20

system

Answer 20

A combination of interacting elements
organized and maintained to
achieve one or more stated purposes.

Question 21

systems thinking

Answer 21

A holistic approach to 
analysis 
that focuses on the way that a 
system’s constituent parts 
- work, 
- interrelate, and 
- interact over time, and 
within the context of other systems