ITIL 4 Part 2 "Service Management Key Concepts"

Service Management

- specialized organizational

- customers

defined as a set of _ _ capabilities for enabling value to _ in the form of services

Organization

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

perceived

1. benefits

2. usefulness

3. importance

of something

What is value?

To create value for stakeholders

What is the purpose of an organization?

collaboration

service providers and service consumers

co-creation of value is developed through an active _ between _ _ and _ _

Service consumers, the organization itself

investors, shareholders, regulators, partners, communities and societies are examples of what? what else is an example of this? What else is a key stakeholder?

supply

when supplying services, an organization takes on the role of the service provider.

the provider of these services can external or can be part of the same organization. ex. IT department providing services that other sections of the firm uses.

What does provisioning mean?

what is service provision?

Is external to the organization only? example

service consumer

When an organization receives services it takes on the role of a...?

consumer

Who defines the requirements for a service?

service

co-creation

without

customer

A means of enabling value _ by facilitating outcomes that customers want to achieve, _ the _ having to manage specific costs and risks. This is the definition of which term?

product

a configuration of an organizations resources deigned to offer value for a consumer

service offering

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

A. Service provisionB. Service consumptionC. Service offeringD. Service relationship management

good

access to resources

services actions

You go and buy an iphone which is an example of buying a ?

apple gives you access to resources through the services within the software?

apple updates their iphone software

output

a tangible or intangible thing provided for an activity

B. outcomes

23) Identify the missing word in the following sentence.A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.

A. outputs

B. outcomes

C. costs

D. risks

D. Something created by carrying out an activity

31) What is an output?

A. A change of state that has significance for the management of a configuration item

B. A possible event that could cause harm or loss

C. A result for a stakeholder

D. Something created by carrying out an activity

B. Utility

2) Which term describes the functionality offered by a service?A. Cost

B. Utility

C. Warranty

D. Risk

risk

a possible event that could cause harm or loss or make it more diffuclt to schieve objectives

agreed

warranty is the assurance that a product or service will meet _ requirements