ITIL Service Management

Question 1

a role responsible for maintaining good relationships with one or more customers

Answer 1

Business Relationship Manager (BRM)

Question 2

the amount of money spent on a specific activity or resource

Answer 2

cost

Question 3

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

Answer 3

customer

Question 4

a person or a group of people that has its own functions with responsibilities, authorities and relationships to achieve its objectives. Organizations vary in size and complexity, and in their relation to legal entities, from a single person or a team, to a complex network of legal entities united by common objectives, relationships and authorities.

Answer 4

organization

Question 5

a result for a stakeholder enabled by one or more outputs.

Answer 5

outcome

Question 6

a tangible or intangible deliverable of an activity

Answer 6

output

Question 7

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

Answer 7

product

Question 8

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

Answer 8

risk

Question 9

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

Answer 9

service

Question 10

activities performed by an organization to consume services. Service consumption includes: management of the consumer’s resources needed to use the service, service actions performed by users including utilizing the provider’s resources, and requesting service actions to be fulfilled.

Answer 10

service consumption

Question 11

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

Answer 11

service management

Question 12

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

Answer 12

service offering

Question 13

components of a service offering

Answer 13

goods, access to resources, service actions