Vocabulary

Question 0

Service Management

Answer 0

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

Question 1

Service

Answer 1

A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.

Question 2

Service Provider

Answer 2

An organization that provides services to internal and external customers.

Question 3

ITIL

Answer 3

• IT Infrastructure Library
• The Office of Government Commerce (OCG) is an office of the British Treasury that owns the rights to ITIL
• OCG responsible for the maintenance & improvement of ITIL
• ITIL is not an exclusive framework, and is not prescriptive

Question 4

Process

Answer 4

A set of activities that accomplish a specific outcome

Question 5

Functions

Answer 5

Units of organization that perform the activity of one or more processes

Question 6

Deming Model

Answer 6

Plan
Do
Act
Check

Question 7

CSI Approach

Answer 7

What is the vision?
Where are we now?
Where do we want to be?
How do we get there?
Did we get there?
How do we keep the momentum going?

Question 8

Utility

Answer 8

The functionality offered for a service or product to meet a particular business need. E.g. What it does or fit for purpose.

Question 9

Warranty

Answer 9

A promise or guarantee that a service or product is fit for use.

Question 10

Service Assets

Answer 10

Any capability or resources of a service provider

• capabilities are intangible
• resources are tangible

Question 11

Service Pipeline

Answer 11

The list of services being considered before they go into operation