C846 - 1

Question 1

ITIL

Answer 1

Information Technology Infrastructure Library

Question 2

SVS

Answer 2

Service Value System

Question 3

A model representing how all components and activities of an organization work together to facilitate value creation

Answer 3

Service Value System (SVS)

Question 4

ITSM

Answer 4

Information Technology Service Management

Question 5

Core Components of the ITIL SVS

Answer 5

Service Value Chain
Practices
Guiding Principles
Governance
Continual Improvement

Question 6

A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and tasks

Answer 6

Service

Question 7

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

Answer 7

Service Management

Question 8

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

Answer 8

Service Offering

Question 9

A cooperation between a service provider and service consumer. This includes service provision, service consumption, and service relationship management

Answer 9

Service relationship

Question 10

Activities performed by an organization to provide services

Answer 10

Service Provision

Question 11

____________ is/are performed by the service provider to address a consumer’s needs. Performed according to an agreement with the consumer.

Answer 11

Service Actions

Question 12

Activities performed by an organization to consume services

Answer 12

Service Consumption

Question 13

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

Answer 13

Service Relationship Management

Question 14

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

Answer 14

Utility

Question 15

Assurance that a product or service will meet agreed requirements.

Answer 15

Warranty

Question 16

The role that defines the requirements for a service and takes responsibility for the outcomes of service consumption

Answer 16

Customer

Question 17

The role that uses services

Answer 17

User

Question 18

The role that authorizes budget for service consumption

Answer 18

Sponsor

Question 19

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

Answer 19

Product

Question 20

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

Answer 20

Organization

Question 21

Supplied to the consumer. Ownership is transferred to the consumer. The consumer takes responsibility for future use.

Answer 21

Goods

Question 22

Ownership is not transferred to the consumer. “It” is granted or licensed to the consumer under agreed terms and conditions. The consumer can only use the resources during the agreed consumption period and according to other agreed service terms.

Answer 22

Access to Resource

Question 23

The amount of money spent on a specific activity or resource

Answer 23

Cost

Question 24

The perceived benefits, usefulness, and importance of something. _______ is subject to the perception of the stakeholders.

Answer 24

Value

Question 25

A result for a stakeholder enabled by one or more outputs

Answer 25

Outcome

Question 26

A tangible or intangible deliverable of an activity

Answer 26

Output

Question 27

A possible event that could cause harm or loss, or make it more difficult to achieve objectives. Can also be defined as uncertainty of outcomes and can be used in the context of measuring the probability of positive outcomes as well as negatives.

Answer 27

Risk

Question 28

The purpose of an organization is to create ________ for stakeholders

Answer 28

Value

Question 29

CIO

Answer 29

Chief Information Officer

Question 30

CFO

Answer 30

Chief Financial Officer

Question 31

CSF

Answer 31

Critical Success Factors

Question 32

A necessary precondition for the achievement of intended results

Answer 32

Critical Success Factors (CSF)

Question 33

A necessary precondition for the achievement of intended results

Answer 33

Critical Success Factors (CSF)

Question 34

The way the organizations co-create value with their consumers through service relationships is the key focus of ___________________.

Answer 34

Service Management

Question 35

A _____________ owns a part of a public company through stocks

Answer 35

Shareholder

Question 36

The central component of service management is the ________.

Answer 36

Service

Question 37

______________ are configurations of an organizations' resources, created by the organization, that will potentially be valuable for its customers.

Answer 37

Products

Question 38

_____________________ present their services to consumers in the form of service offerings.

Answer 38

Service Providers

Question 39

_________________ describe(s) one or more services based on one or more products.

Answer 39

Service Offerings

Question 40

To provide value, an organization must do more than simply provide a service. It must also cooperate with the consumers in __________________.

Answer 40

Service Relationships

Question 41

Achieving desired outcomes requires _____________.

Answer 41

Resources

Question 42

Relationships are perceived as __________ only when they have more positive effects than negative.

Answer 42

Valuable

Question 43

It is the duty of the ______ to manage the detailed level of risk on behalf of the consumer.

Answer 43

Provider

Question 44

To evaluate whether a service or service offering will facilitate the outcomes desired by the consumers and therefore create value for them, the overall ________ and ________ of the service should be assessed.

Answer 44

Utility | Warranty

Question 45

Both _______ and _______ are essential for a service to facilitate its desired outcomes and therefore help create value.

Answer 45

Utility | Warranty