Key Terminology & Catch Phrases

Question 1

A Service Provider Describes A Package That Includes A Laptop With Software, Licenses, And Support. What Is This Package An Example Of?

Answer 1

A Service Offering

Question 2

Which term describes the functionality offered by a product or service to meet a particular need.?

Answer 2

Utility

Question 3

What Is A Means Of Enabling Value Co-Creation By Facilitating Outcomes That Customers Want To Achieve?

Answer 3

A Service

Question 4

Fit For Purpose

Answer 4

Utility

Question 5

Fit For Use

Answer 5

Warranty

Question 6

Catch Phrase: Potential

Answer 6

Problem

Question 7

Catch Phrase: Emergency

Answer 7

Incident

Question 8

Result Of An Activity

Answer 8

Output

Question 9

Result Of A Service

Answer 9

Outcome

Question 10

Recurring Issues

Answer 10

Problems

Question 11

Catch Phrase: Revenue

Answer 11

Value

Question 12

Catch Phrase: Change In State

Answer 12

Event

Question 13

Catch Phrase: Assurance

Answer 13

Warranty

Question 14

What Are The Two Types Of Cost That A Service Consumer Should Evaluate?

Answer 14

The Costs Removed By The Service, And The Costs Imposed By The Service

Question 15

Event

Answer 15

A Change Of State That Has Significance For The Management Of A Service Or Other Configuration Item.

Question 16

The Assurance That A Product Or Service Will Meet Agreed Requirements

Answer 16

Utility

Question 17

The Act Of Delivering Services To A Customer/Consumer.

Answer 17

Service Provision

Question 18

How A Consumer Uses A Service.

Answer 18

Service Consumption

Question 19

Granting Access = X

Answer 19

Service Provision

Question 20

Refers To Whether A Service Is Designed And Built To Meet The Specific Needs And Requirements Of Its Intended Use.

Answer 20

Fit For Purpose

Question 21

Which Term Describes A Service That Meets Availability, Capacity And Security Requirements?

Answer 21

Fit For Purpose

Question 22

The General Usefullness Of A Service

Answer 22

Utility

Question 23

What Can Vary In Size And Complexity And Uses Functions To Achieve Its Objectives?

Answer 23

Organization

Question 24

The Use Of Technology To Perform A Series Of Steps Correctly And Consistently With Little To No Human Intervention.

Answer 24

Automation

Question 25

What Is A Situation Where The Output Of An Activity As Used As An Input? What Guiding Principle Is This A Part Of?

Answer 25

Feedback Loop Progress Iteratively With Feedback

Question 26

What Is The End-To-End Experience Consumers Have When They Interact With A Service Or Service Provider?

Answer 26

Customer Experience

Question 27

What Are The 4 Forms Of Value?

Answer 27

1. Revenue 2. Customer Loyalty 3. Lower Cost 4. Growth Opportunities

Question 28

Measurement Should Always Support [X]

Answer 28

Direct Observation

Question 29

What Is The Biggest Advantage Of Identifying Consumer Roles In Service Relationships?

Answer 29

Effective Stakeholder Management.

Question 30

What Are The 6 Stakeholder Types?

Answer 30

1. Customers 2. Users 3. Partners 4. Suppliers 5. Investors 6. Regulatory Bodies

Question 31

# ``` ``` What Is A Situation Where The Output Of An Activity As Used As An Input? What Guiding Principle Is This A Part Of?

Answer 31

Feedback Loop Progress Iteratively With Feedback

Question 32

Listening, Discovery, And Information Capture On How Technology Helps The User

Answer 32

Customer Engagement

Question 33

Define Operational Metrics

Answer 33

Low-Level Indicators Of Operational Activities.

Question 34

Define Business Metrics

Answer 34

Activity That Is Deemed Useful Or Valuable By The Customer And **Used As A Means Of Guaging The Success Of A Service**

Question 35

What is a set of specialized organizational capabilities for enabling value to customers in the form of services?

Answer 35

Service Management

Question 36

What term best describes a person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives?

Answer 36

Organization

Question 37

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

Answer 37

Service

Question 38

What term best describes a service that is 'fit for use'?

Answer 38

Warranty

Question 39

What is utility?

Answer 39

The functionality offered by a service to meet a particular need

Question 40

A user is [?] that uses services.

Answer 40

Role

Question 41

Which is the best description of the value of a service to a customer?

Answer 41

The benefits of using the service as percieved by the customer

Question 42

Which is a risk that might be removed from a service consumer by an IT service?

Answer 42

Failure of server hardware

Question 43

What are typically recognized through notiications created by an IT service, CI or monitoring tool?

Answer 43

Events

Question 44

What is a cause, or potential cause, of one or more incidents?

Answer 44

A problem

Question 45

The role that authorizes the budget for service consumption.

Answer 45

Sponsor

Question 46

An organization or individual that provides financial or other support for an initiative.

Answer 46

Sponsor

Question 47

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

Answer 47

Service Offering

Question 48

The activities performed by an organization **to provide services**.

Answer 48

Service Provision

Question 49

The activities performed by an organization to **consume services**.

Answer 49

Service Consumption

Question 50

It includes the management of the consumer’s resources needed to use the service, service actions perform by users, the receiving of goods.

Answer 50

Service Consumption

Question 51

It includes management of the provider’s resources,** configured to deliver the service**, **ensuring access to these resources** for users,fulfillment of the agreed service actions;,service level management,and continual improvement. It may also include the supply of goods.

Answer 51

Service Provision

Question 52

A** [?] **may include goods, access to resources, and service actions

Answer 52

Service Offering

Question 53

Activities performed by the provider to address a consumer need

Answer 53

Service Actions