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Flashcards in Service Management Fundamentals Deck (7)
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1

What is the definition of a service?

A means of delivering value to customers

2

What factors determine whether a customer perceives value in a service?

What does the service do? - Utility
Can the service be used? - Warranty

3

What is described as fit for purpose?

Utility

4

What is described as fit for use?

Warranty

5

What is service management?

Special set of organisation capabilities providing value to customers in the form of services

6

What is ITSM?

Implementation and management of IT services that meet the demands of the business

7

What is ITIL?

IT Infrastructure Library
Framework for best practice