Terminology

Question 1

The perceived benefits, usefulness, and importance of something.

Answer 1

Value

Question 2

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

Answer 2

Service Management

Question 3

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

Answer 3

Organization

Question 4

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 4

Service

Question 5

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

Answer 5

Customer

Question 6

The role that uses services

Answer 6

User

Question 7

The role that authorizes budget for service consumption. Can also be used to describe an organization or individual that provides financial or other support for an initiative.

Answer 7

Sponsor

Question 8

The functionality offered by a product or service to meet a particular need. __________ can be summarized as ‘what the service does’ and can be used to determine whether a service is ‘fit for purpose’.

Answer 8

Utility

Question 9

Assurance that a product or service will meet agreed requirements. _____________ can be summarized as ‘how the service performs’ and can be used to determine whether a service is ‘fit for use’.

Answer 9

Warranty

Question 10

A tangible or intangible deliverable of an activity.

Answer 10

Output

Question 11

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

Answer 11

Outcome

Question 12

The amount of money spent on a specific activity or resource.

Answer 12

Cost

Question 13

A possible event that could cause harm or loss, or make it more difficult to achieve objectives. 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 13

Risk

Question 14

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

Answer 14

Service offering

Question 15

Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings.

Answer 15

Service relationship management

Question 16

Activities performed by an organization to provide services. 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 16

Service provision

Question 17

Activities performed by an organization to consume services. It includes the management of the consumer’s resources needed to use the service, service actions performed by users, and the receiving (acquiring) of goods (if required).

Answer 17

Service consumption

Question 18

This dimension ensures that the way an organization is structured
and managed, as well as its roles, responsibilities, and systems of authority and communication, is well defined and supports its overall strategy and operating model.

Answer 18

Organizations and people

Question 19

This dimension includes the information and knowledge used
to deliver services, and the information and technologies used to manage all aspects of the service value system.

Answer 19

Information and technology

Question 20

This dimension encompasses the relationships an organization has
with other organizations that are involved in the design, development, deployment, delivery, support, and/or continual improvement of services. It also incorporates contracts and other
agreements between the organization and its partners or suppliers

Answer 20

Partners and suppliers

Question 21

This dimension defines the activities, workflows, controls, and
procedures needed to achieve the agreed objectives.

Answer 21

Value streams and processes

Question 22

The possibility to add value for stakeholders or to improve the organization. (In the SVS)

Answer 22

Opportunity

Question 23

The need or desire for products and services from internal and external customers. (In the SVS)

Answer 23

Demand

Question 24

Recommendations that guide an organization in all circumstances,
regardless of changes in its goals, strategies, type of work, or management structure. (In the SVS)

Answer 24

Guiding Principles

Question 25

The means by which an organization is directed and controlled. (In the SVS)

Answer 25

Governance

Question 26

A set of interconnected activities that an organization performs to deliver a valuable product or service to its consumers and to facilitate value realization. (In the SVS)

Answer 26

Service Value Chain

Question 27

Sets of organizational resources designed for performing work or accomplishing an objective. (In the SVS)

Answer 27

Practices

Question 28

A recurring organizational activity performed at all levels to ensure that an organization’s performance continually meets stakeholders’ expectations.

Answer 28

Continual Improvement

Question 29

The purpose of the _________ value chain activity is to ensure a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across an organization.

Answer 29

Plan

Question 30

The purpose of the __________ value chain activity is to ensure continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.

Answer 30

Improve

Question 31

The purpose of the _________ value chain activity is to provide a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with all stakeholders.

Answer 31

Engage

Question 32

The purpose of the ______________ value chain activity is to ensure products and services continually meet stakeholder expectations for quality, costs, and time to market.

Answer 32

Design & Transition

Question 33

The purpose of the ______________value chain activity is to ensure that service components are available when and where they are needed, and that they meet agreed specifications.

Answer 33

Obtain/Build

Question 34

The purpose of the ____________ value chain activity is to ensure that services are delivered and supported according to agreed specifications and stakeholder’s expectations.

Answer 34

Deliver and Support

Question 35

The purpose of this practice is to protect the information needed by the organization to conduct its business. This includes understanding and managing risks to the confidentiality, integrity, and availability of information, as well as other aspects of information security such as authentication (ensuring someone is who they claim to be) and non-repudiation (ensuring that someone can’t deny that they took an action).

Answer 35

Information security management

Question 36

The purpose of this practice is to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels. It includes the identification, analysis, monitoring, and continual improvement of relationships with and between stakeholders.

Answer 36

Relationship Management

Question 37

The purpose of this practice is to ensure that the organization’s suppliers and their performances are managed appropriately to support the seamless provision of quality products and services.

Answer 37

Supplier Management

Question 38

The purpose of this practice is to plan and manage the full life cycle of all IT assets, to help the organization maximize value; control costs; manage risks; support decision-making about purchase, re-use, and retirement of assets; and meet regulatory and contractual requirements.

Answer 38

IT Asset Management

Question 39

What is an IT Asset?

Answer 39

Any financially valuable component that can contribute to the delivery of an IT product or service.

Question 40

The purpose of this practice is to systematically observe services and service components, and record and report selected changes of state identified as events. This practice identifies and prioritizes infrastructure, services, business processes, and information security events, and establishes the appropriate response to those events, including responding to conditions that could lead to potential faults or incidents

Answer 40

Monitoring and event management

Question 41

What is Monitoring?

Answer 41

The repeated observation of a system, practice, process, service, or other entity to detect events and ensure that the current status is known.

Question 42

What is an event?

Answer 42

Any change of state that has significance for the management of a service or other configuration item. The three event types are: i. Informational events, which do not require action at the time they are identified, but analyzing the data gathered from them at a later date may uncover desirable, proactive steps that can be beneficial to the service. ii. Warning events, which allow action to be taken before any negative impact is actually experienced by the business. iii. Exception events, which indicate that a breach to an established norm has been identified, and require action, even though business impact may not yet have been experienced.

Question 43

What is event management?

Answer 43

Recording and managing those monitored changes of state that are defined by the organization as an event, determining their significance, and identifying and initiating the correct control action to manage them.

Question 44

The purpose of this practice is to make new and changed services and features available for use.

Answer 44

Release management

Question 45

The purpose of this practice is to ensure that accurate and reliable information about the configuration of services, and the configuration items (CIs) that support them, is available when and where it is needed. This includes information on how CIs are configured and the relationships between them

Answer 45

Service configuration management

Question 46

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

Answer 46

Configuration item (CI)

Question 47

The purpose of this practice is to move new or changed hardware, software, documentation, processes, or any other component to live environments.

Answer 47

Deployment Management

Question 48

The purpose of this practice is to align the organization’s practices and services with changing business needs through the ongoing improvement of products, services, and practices, or any element involved in the management of products and services

Answer 48

Continual improvement

Question 49

A structured approach to implementing improvements. Use of the model increases the likelihood that ITSM initiatives will be successful, puts a strong focus on customer value, and ensures that improvement efforts can be linked back to the organization’s vision. The model supports an iterative approach to improvement, dividing work into manageable pieces with separate goals that can be achieved incrementally

Answer 49

Continual Improvement Model

Question 50

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

Answer 50

Change

Question 51

A low-risk, pre-authorized change that is well understood and fully documented, and which can be implemented without needing additional authorization

Answer 51

Standard change

Question 52

A change that must be scheduled, assessed, and authorized following a process.

Answer 52

Normal change

Question 53

A change that must be introduced as soon as possible

Answer 53

Emergency change

Question 54

The purpose of this practice is to maximize the number of successful service and product changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule.

Answer 54

Change enablement

Question 55

The purpose of this practice is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible.

Answer 55

Incident Management

Question 56

An unplanned interruption to a service or reduction in the quality of a service.

Answer 56

Incident

Question 57

The purpose of this practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.

Answer 57

Problem management

Question 58

A cause, or potential cause, of one or more incidents.

Answer 58

Problem

Question 59

A problem that has been analyzed but has not been resolved.

Answer 59

Known error

Question 60

A solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available. Some workarounds reduce the likelihood of incidents.

Answer 60

Work around

Question 61

The purpose of this practice is to support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.

Answer 61

Service request management

Question 62

A request from a user or a user’s authorized representative that initiates a service action which has been agreed as a normal part of service delivery.

Answer 62

Service request

Question 63

The purpose of this practice is to capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users.

Answer 63

Service desk

Question 64

The purpose of this practice is to set clear business-based targets for service levels, and to ensure that delivery of services is properly assessed, monitored, and managed against these targets.

Answer 64

Service level management

Question 65

A documented agreement between a service provider and a customer that identifies both services required and the expected level of service.

Answer 65

Service level agreement (SLA)