1 - Understand the key concepts of service management

Question 1

A means of enabling value co-creation by facilitating outcomes customers want to achieve, without the customer managing specific costs and risks.

Answer 1

a service

Question 2

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

Answer 2

utility

Question 3

Assurance that a product or service will meet agreed requirements.

Answer 3

warranty

Question 4

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

Answer 4

customer

Question 5

A person who uses services.

Answer 5

user

Question 6

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

Answer 6

service management

Question 7

A person or organization that authorizes budget for service consumption

Answer 7

sponsor

Question 8

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

Answer 8

cost

Question 9

The perceived benefits, usefulness, and importance of something.

Answer 9

value

Question 10

A group of people with its own functions and objectives

Answer 10

organization

Question 11

A result for a stakeholder enabled by one or more outputs

Answer 11

outcome

Question 12

A tangible or intangible deliverable of an activity.

Answer 12

output

Question 13

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

Answer 13

risk

Question 14

Fit for purpose – functionality offered to meet a need

Answer 14

utility

Question 15

Fit for use – assurance that a service meets agreed performance levels

Answer 15

warranty

Question 16

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

Answer 16

service offering

Question 17

Joint activities performed by a service provider and a service consumer to ensure continual value co-creation

Answer 17

service relationship management

Question 18

Activities performed by a service provider to ensure services are delivered as agreed.

Answer 18

service provision

Question 19

Activities performed by a service consumer to use services

Answer 19

service consumption

Question 20

Set of specialised organisational capabilities for enabling value for customers in the form of services

Answer 20

Service Management

Question 21

defines the requirement for service
- takes responsibility for the outcomes of service consumption

Answer 21

Customer

Question 22

Person who uses service.

Answer 22

User

Question 23

Authorises budget for service consumption

Answer 23

Sponsor

Question 24

configuration of organisation’s resources
offers value
visible / invisible

Answer 24

Product

Question 25

FUNCTIONALITY offered by product/service what the service does fit for PURPOSE support performances or remove constraints

Answer 25

Utility

Question 26

ASSURANCE that product/service will meet agreed requirements how the service performs fit for USE addresses: Availability, Capacity, Security, Continuity

Answer 26

Warranty

Question 27

Amount of money spent on specific activity/resource

Answer 27

Cost

Question 28

Perceived benefit / usefulness / importance of something

Answer 28

Value

Question 29

person / group that has its own functions with responsibilities, authorities, relationships to achieve objectives

Answer 29

Organisation

Question 30

end-result desired by customer - result enabled by OUTPUT/s

Answer 30

Outcomes

Question 31

deliverable of an activity - tangible/intangible

Answer 31

Output

Question 32

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

Answer 32

Risk

Question 33

A package, may include: Goods Access to resources Service Action

Answer 33

Service Offering

Question 34

A cooperation between a service provider and service consumer. _______ Include service provision, service consumption and service relationship management.

Answer 34

Service Relationships

Question 35

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

Answer 35

Stakeholders (SH)

Question 36

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

Answer 36

Product

Question 37

Something you own or have access to

Answer 37

Resource:

Question 38

A _______ is a configuration of an organization’s resources designed to offer value for a consumer. A _______ can be used in one or more service offerings

Answer 38

Product

Question 39

A ______ is something you own or have access to like People, information, technology, value streams, processes, suppliers, partners, etc.

Answer 39

Resource

Question 40

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

Answer 40

Service Offering

Question 41

something that is transferred from the supplier to the consumer so the consumer takes ownership (phone, laptop)

Answer 41

Good

Question 42

something that is granted or licensed to the consumer under specific terms and conditions, but ownership remains with the provider (mobile network, wifi network, storage network)

Answer 42

Access To Resources

Question 43

actions performed by the provider to support the needs of the consumer (service desk providing customer support)

Answer 43

Service Action