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My ITILv4 Foundation > Definitions > Flashcards

Flashcards in Definitions Deck (17)
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1
Q

What is the definition of Service?

A

A service is a means of CO-CREATING VALUE by facilitating OUTCOMES that a customer wants to achieve by OFFSETTING COST and RISK.

2
Q

What is the definition of a Product and what different types of products exist?

A

A product is a CONFIGURATION of an ORGANISATIONS RESOURCES designed to offer VALUE to customers. They can be VISIBLE or INVISIBLE.

3
Q

What is the definition of a Stakeholder and name a few?

A

Any person with STAKE in a product or service. Service Providers, Employees, Service Consumers and Shareholders etc.

4
Q

What is Utility in relation to a service?

A

Utility is the FUNCTIONALITY offered by a product or service. ‘what a service DOES’ and determines if a service is ‘FIT FOR PURPOSE’.

5
Q

What is Warranty in relation to a service?

A

Warranty is the ASSURANCE that a product or service will MEET REQUIREMENTS. ‘how the service PERFORMS’ and determines if a service is ‘FIT FOR USE’.

6
Q

What is the definition of Customer?

A

A person who defines the REQUIREMENT for a service and takes responsibility for the OUTCOMES of SERVICE CONSUMPTION.

7
Q

What is the definition of a User?

A

A person using a service.

8
Q

What is the definition of Service Management?

A

A collection of specialised ORGANISATIONAL CAPABILITIES used to enable service value.

9
Q

What is the definition of a Sponsor?

A

A person who AUTHORISES budget for service consumption.

10
Q

What is the definition of Service Provider?

A

An function or utility who takes care of SERVICE PROVISION and can be both internal and external.

11
Q

What is the definition of IT Asset?

A

Any valuable component (software, hardware or license) that is necessary for delivering an IT product or service.

12
Q

What is the definition of an Event?

A

Any CHANGE IN STATE that has significance for the management of a service or other configurable item (CI).

13
Q

What is the definition of a Configuration Item?

A

Any component that needs to be CONFIGURED in order to deliver a service.

14
Q

What is the definition of a Change?

A

The ADDITION, MODIFICATION or REMOVAL of anything that could impact services, directly or not.

15
Q

What is the definition of an Incident?

A

ISSUES that affect consumers, productivity or business process

16
Q

What is the definition of a Problem?

A

The ROOT CAUSE of an incident

17
Q

What is the definition of a Known Error?

A

A problem that has been evaluated and assessed but NOT FIXED.