Key Concepts

Question 1

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

Answer 1

service management

Question 2

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 2

service

Question 3

a configuration of resources, created by the organization, that will be potentially valuable for their customers

Answer 3

product

Question 4

the perceived benefits, usefulness and importance of something

Answer 4

value

Question 5

the purpose of organizations is to create ______ for stakeholders

Answer 5

value

Question 6

The two major components of the ITIL framework are ______________ and _________________

Answer 6

Service Value System (SVS) and four dimensions of service management

Question 7

A service is a means of enabling value co-creation by facilitating _____________ that customers want to achieve

Answer 7

outcomes

Question 8

The two types of cost in ITSM are ____________________ by service and ___________________ by service.

Answer 8

cost removed from the consumer, cost imposed on the consumer

Question 9

___________ is the core of the Service Value System (SVS)

Answer 9

Service Value Chain (SVC)

Question 10

Results desired by a stakeholder from one or more outputs is known as ____________

Answer 10

outcomes

Question 11

A service provider describes a package that includes a laptop with software, licenses and support. This is an example of _______________

Answer 11

service offering

Question 12

_______________ act as an input to SVS.

Answer 12

Opportunity/demand

Question 13

____________ means the assurance that a product or service will meet agreed requirements

Answer 13

warranty

Question 14

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

Answer 14

service management

Question 15

_____________ is the perceived benefits, usefulness, and importance of something.

Answer 15

value

Question 16

guiding principles and practices are part of _________

Answer 16

SVS

Question 17

__________ is a tangible or intangible deliverable of an activity

Answer 17

output

Question 18

_________ ensures areas such as availability, capacity, security and continuity

Answer 18

warranty

Question 19

person(s) who defines the requirements for a service and takes responsibility for the outcomes of service consumption is a _________

Answer 19

customer

Question 20

___________ authorizes the budget for service consumption

Answer 20

sponsor

Question 21

____________ is the output of SVS

Answer 21

value

Question 22

Information & Technology and Partners & Suppliers are the components of ___________

Answer 22

four dimensions of service management

Question 23

Value is _________ through an active collaboration between providers and consumers.

Answer 23

co-created

Question 24

replacement of fault component of machine is the example of ___________

Answer 24

service action

Question 25

service provision and service consumption are enabled through ____________

Answer 25

service relationships

Question 26

What are the core components of the ITIL SVS?

Answer 26

The ITIL service value chain, ITIL practices, ITIL guiding principles, governance, continual improvement

Question 27

the ________ ensures a holistic approach of service management from which component of the SVS should be considered

Answer 27

four dimensions model

Question 28

What are the four dimensions of service management

Answer 28

Organizations and people Information and technology partners and suppliers value stream and processes

Question 29

What are the external factors affecting the four dimensions of service management?

Answer 29

Political Economical Social Technological Legal Environmental

Question 30

Which is not a core component of the ITIL service value system? 1.guiding principles 2.the four dimensions model 3.the service value chain 4.the service management practices

Answer 30

2. the four dimensions model

Question 31

True or false: guiding principles are a part of four dimensions of service management?

Answer 31

false

Question 32

Developing the specialized organizational capabilities for service management requires an understanding of what?

Answer 32

the nature of value the nature and scope of stakeholder involvement how value creation is enabled through services

Question 33

_________ is the measurable improvement resulting from an outcome

Answer 33

benefits

Question 34

Acting as a ________, an organization produces _________ that help its consumers to achieve certain __________.

Answer 34

service provider outputs outcomes

Question 35

___________ is the amount of money spent on a specific activity or resource

Answer 35

costs

Question 36

________ is the costs removed from the consumer by the service and costs imposed on the consumer by the service.

Answer 36

service consumer's perspective of cost

Question 37

_____________ is the cost of service provision and should ensure that services are delivered within budget constraints and meet the financial expectations

Answer 37

service provider's perspective of cost

Question 38

_________ are possible events that could cause harm or loss or make it more difficult to achieve objectives. can be used for measuring the ____________.

Answer 38

risks probability of positive outcomes as well as negative outcomes

Question 39

Risk removed from a consumer by service and risk imposed on a consumer by service

Answer 39

service consumer's perspective of risk

Question 40

How does the service consumer contribute to the reduction of risk?

Answer 40

1. actively participates in the definition of requirements of the service and the clarification of its required outcomes 2. clearly communicating the critical success factors and constraints that apply to the service 3. ensuring the provider has access to the necessary resources of the consumer throughout the service relationship

Question 41

The following are the key elements of _________: 1. fit for purpose 2. what the service does 3. supports the performance of the consumer and removes constraints from the consumer. 4. the functionality offered by a product or service to meet a particular need

Answer 41

utility

Question 42

The following are the key elements of ______: 1. fit for use 2. how the service performs 3. addresses areas such as availability, capacity, security and continuity 4. assurance that a product or service will meet agreed requirements 5. relates to the service levels aligned with the needs of service consumers

Answer 42

warranty

Question 43

what are all the types of stakeholders?

Answer 43

1. organization 2. service providers 3. service consumer 4. customers 5. user 6. sponsor 7. other stakeholders

Question 44

____________ is a person or group of people that has its own functions with responsibilities, authorities and relationships to achieve its objectives

Answer 44

organization

Question 45

__________ is an organization that undertakes provisioning of services. It can be external to the consumer's organization or part of the same organization.

Answer 45

service providers

Question 46

__________ is the organization receiving the services and helps to define their perception of value.

Answer 46

service consumer

Question 47

___________ is a person who defines the requirements for a service and takes responsibility for the outcomes of service consumption.

Answer 47

customers

Question 48

______ is a person who uses services

Answer 48

user

Question 49

__________ is a person who authorizes budget for service consumption.

Answer 49

sponsor

Question 50

_____________ are individual employees, partners & suppliers, investors, shareholders, government organizations, and social groups

Answer 50

other stakeholders

Question 51

example of value for service consumer

Answer 51

benefits achieved; costs and risks optimized

Question 52

example of value for service provider

Answer 52

funding from the consumer; business development; image improvement

Question 53

example of value for service provider employees

Answer 53

financial and non-financial incentives; career and professional development; sense of purpose

Question 54

example of value for society and community

Answer 54

employment; taxes; organizations' contribution to the development of the community

Question 55

example of value for charity organizations

Answer 55

financial and non-financial contributions from other organizations

Question 56

example of value for shareholders

Answer 56

financial benefits, such as dividends; sense of assurance and stability

Question 57

___________ is a configuration of an organization's resources designed to offer value for a consumer.

Answer 57

products

Question 58

_______ is 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 58

service

Question 59

service providers present their services to consumers in the form of ___________. represents a description of one or more services, designed to address the needs of a target consumer group.

Answer 59

service offering

Question 60

a service offering may include:

Answer 60

1. goods 2. access to resources 3. service actions

Question 61

description of the component of service offering: goods

Answer 61

1. supplied to consumer 2. ownership transferred 3. consumer takes responsibility for future use

Question 62

description of component of service offering: access to resources

Answer 62

1. ownership is NOT transferred to the consumer 2. access is granted or licensed to the consumer under the agreed terms and conditions. 3. the consumer can only access the resources during the agreed consumption period and according to the agreed service terms.

Question 63

description of component of service offering: service actions

Answer 63

1. performed by the service provider to address a consumer's needs. 2. performed according to an agreement with the consumer

Question 64

__________ are established between two or more organizations to co-create value. It refers to a cooperation between a service provider and service consumer.

Answer 64

service relationship

Question 65

The three elements of service relationships:

Answer 65

1. service provision 2. service consumption 3. service relationship management

Question 66

In a service relationship, organizations with take on the roles of service providers and service consumers. The two roles are not mutually exclusive, and organizations typically both provide and consumer a number of services at any given time.

Answer 66

service relationship model

Question 67

What ensures areas such as availability, capacity, security and continuity?

Answer 67

warranty

Question 68

True or false: two types of costs in ITSM are cost removed by the service and the cost imposed by the service.

Answer 68

true

Question 69

service provision and service consumption are enabled through __________

Answer 69

service relationships