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ITIL > KEY TERMS > Flashcards

KEY TERMS Flashcards

1
Q

What is an unplanned interruption to a service or reduction in the quality of a service?
Choose matching definition
A)The customer.
B)An occurence.
C)An incident.
D)Cost.

A

An incident.

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2
Q

What is an organization?
Choose matching definition
A)The activities performed by an organization to consume services.
B)An event.
C)A set of specialized organization capabilities for enabling value for customers in the form of services.
D)A person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives.

A

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

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3
Q

What are the joint activities performed by a service provider and a service consumer to ensure a continual value co-creation based on agreed and available service offerings?
Choose matching definition
A)Service Provision.
B)Service Relationship Management.
C)The Supply Of Goods.
D)A Service.

A

B)Service Relationship Management.

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4
Q

What is change?
Choose matching definition
A)The role that uses services.
B)The role that authorizes budget for service consumption.
C)A description of one or more services, designed to address the needs of a target consumer group.
D)The addition, modification, or removal of anything that could have a direct or indirect effect on services.

A

D)The addition, modification, or removal of anything that could have a direct or indirect effect on services.

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5
Q

What is a tangible or intangible deliverable of an activity?
Choose matching definition
A)An event.
B)An incident.
C)An output.
D)An input.

A

An output.

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6
Q

What is service offering?
Choose matching definition
A)Any component that needs to be managed in order to deliver an IT service.
B)Assurance that a product or service will meet agreed requirements.
C)A description of one or more services, designed to address the needs of a target consumer group.
D)The addition, modification, or removal of anything that could have a direct or indirect effect on services.

A

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

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7
Q

What is any change of state that has significance for the management of a service or other configuration item (CI)?
Choose matching definition
A)An output.
B) accident.
C)A claim.
D)An event.

A

An event.

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8
Q

What is a Configuration Item (CI)?
Choose matching definition
A)A description of one or more services, designed to address the needs of a target consumer group.
B)A cause or potential cause of prior, current, or future incidents.
3
Any component that needs to be managed in order to deliver an IT service.
4
An output.

A

Any component that needs to be managed in order to deliver an IT service.

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9
Q

What 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?
Choose matching definition
A)An action.
B)The customer.
C)A good.
D)A service.

A

D)A service.

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10
Q

What is a risk?
Choose matching definition
A)A person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives.
B)The activities performed by an organization to consume services.
C)A possible event that could cause harm or loss, or make it more difficult to achieve objectives.
D)A set of of specialized organization capabilities for enabling value for customers in the form of services.

A

A possible event that could cause harm or loss, or make it more difficult to achieve objectives.

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11
Q

What is a result for a stakeholder enabled by one or more outputs?
Choose matching definition
A)An antecedent.
B)An it asset.
C)An outcome.
D)An output.

A

C)An outcome.

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12
Q

What is the user?
Choose matching definition
A)The role directs and controls an organization.
B)Utility.
C)Value.
D)The role that uses services.

A

D)The role that uses services.

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13
Q

What is any valuable component that can contribute to the delivery of an IT product or service.
Choose matching definition
A)A service.
B)Utility.
C)An IT asset.
D)Service provision.

A

An IT asset.

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14
Q

What is the sponsor?
Choose matching definition
1
The role that uses services.
2
The role that authorizes budget for service consumption.
3
The addition, modification, or removal of anything that could have a direct or indirect effect on services.
4
Assurance that a product or service will meet agreed requirements.

A

The role that authorizes budget for service consumption.

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15
Q

What is a problem that has been analyzed but has not been resolved?
Choose matching definition
1
An uncertain outcome.
2
A service.
3
A known error.
4
Service relationship management.

A

A known error.

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16
Q

What is the functionality offered by a product or service to meet a particular need?
Choose matching definition
A)Value.
B)Utility.
C)Demand.
D)Unity.

A

Utility.

17
Q

What is the role that defines the requirements for a service and takes responsibility for the outcomes of a service consumption?
Choose matching definition
1
Utility.
2
Not performed at all.
3
The competition.
4
The customer.

A

The customer.

18
Q

What is a problem?
Choose matching definition
1
A cause or potential cause of prior, current, or future incidents.
2
Assurance that a product or service will meet agreed requirements.
3
Any component that needs to be managed in order to deliver an IT service.
4
A known error.

A

A cause or potential cause of prior, current, or future incidents.

19
Q

What is the activities performed by an organization to provide services?
Choose matching definition
1
Service relationship management.
2
The supply of goods.
3
The customer.
4
Service provision.

A

Service provision.

20
Q

What is warranty?
No sweat, you’re still learning!
Assurance that a product or service will meet agreed requirements.
2
A cause or potential cause of prior, current, or future incidents.
3
The role that uses services.
The role that authorizes budget for service consumption.

A

Assurance that a product or service will meet agreed requirements.

21
Q

What is the perceived benefits, usefulness, and importance of something?
Choose matching definition
A)Value.
B)Utility.
C)Cost.
D)Marketing Mix.

A

Value.

22
Q

What is service management?
Choose matching definition
A)A set of specialized organization capabilities for enabling value for customers in the form of services.
B)An event.
C)The activities performed by an organization to consume services.
D)A person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives.

A

A)A set of specialized organization capabilities for enabling value for customers in the form of services.

23
Q
A

ITIL (6 decks)

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