Terms

Question 1

Product

Answer 1

A product is configuration of resources, created
by the organization, that will be potentially
valuable for their customers.

Question 2

Organization

Answer 2

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

Question 3

Customer

Answer 3

A customer is the role that defines the
requirements for a service and takes
responsibility for the outcomes of service
consumption.

Question 4

User

Answer 4

The user is the role that uses services.

Question 5

Sponsor

Answer 5

The sponsor is the role that authorizes the
budget for service consumption. The term is
also used to describe an organization or
individual that provides financial or other
support for an initiative.

Question 6

Service Management

Answer 6

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

Question 7

Service

Answer 7

A service 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.

Question 8

Value

Answer 8

Value is the perceived benefits, usefulness, and

importance of something.

Question 9

Outcome

Answer 9

An outcome is a result for a stakeholder

enabled by one or more outputs.

Question 10

Output

Answer 10

An output is a tangible of intangible deliverable

of an activity.

Question 11

Cost

Answer 11

Cost is the amount of money spent on a

specific activity or resource.

Question 12

Risk

Answer 12

Risk is a possible event that could cause harm
or loss, or make it more difficult to achieve
objectives (uncertainty of outcome).

Question 13

Service Relationship Management

Answer 13

Service relationship management are the joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings.

Question 14

Service Offering

Answer 14

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

Question 15

Service Provision

Answer 15

A service provision is the activities performed by an
organization to provide services, including 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.

Question 16

Service Consumption

Answer 16

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

Question 17

Goods

Answer 17

Goods - have the ownership transferred to a consumer

Question 18

Access

Answer 18

Access - Does not have the ownership transferred to a consumer

Question 19

Actions

Answer 19

Actions - are performed by the provider to address a consumer need

Question 20

Utility

Answer 20

Utility is the functionality offered by a product
or service to meet a particular need.
• What a service does (fit for purpose)

Question 21

Warranty

Answer 21

Warranty is the assurance that a product or
service will meet agreed requirements.
• How a service performs (fit for use)

Question 22

Service Value System

Answer 22

The Service Value System (SVS) is a model representing how all the components and activities of an organization work together to facilitate value creation

Question 23

Service Value Chain

Answer 23

The Service Value Chain (SVC) is s the innermost
cube containing 6 main activities in the Service
Value System.

Question 24

Plan

Answer 24

Plan ensures a shared understanding of the
vision, current status, and improvement direction
for all four dimensions and all products and
services across an organization.

Question 25

Improve

Answer 25

Improve ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.

Question 26

Engage

Answer 26

Engage provides a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with all stakeholders.

Question 27

Design & Transition

Answer 27

Design & Transition ensures products and services continually meet stakeholder expectations for quality, costs, & time to market.

Question 28

Obtain/Build

Answer 28

Obtain/Build ensures service components are available when and where they are needed, and that they meet agreed specifications.

Question 29

Deliver & Support

Answer 29

Deliver & Support ensures services are delivered and supported according to agreed specifications and stakeholder’ expectations.

Question 30

Four Dimensions

Answer 30

Four Dimensions - are the four perspectives that are critical to the effective and efficient facilitation of value for customers and other stakeholders in the form of products and services.

Question 31

The Four Dimensions | 1. Organizations and People

Answer 31

Organizations and People 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

Question 32

The Four Dimensions | 2. Information and Technology

Answer 32

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

Question 33

The Four Dimensions | 3. Partners and Suppliers

Answer 33

Partners and Suppliers 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.

Question 34

The Four Dimensions | 4. Value Streams and Processes

Answer 34

Value Streams and Processes defines the activities, workflows, controls, and procedures needed to achieve the agreed objectives.

Question 35

Value Stream

Answer 35

A value stream is a series of steps an organization undertakes to create and deliver products and services to service consumers.

Question 36

Guiding Principle

Answer 36

Guiding Principle - is a recommendation that guides an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure

Question 37

Focus on Value

Answer 37

All activities conducted by the organization should link back, directly or indirectly, to value for itself, its customers, and other stakeholders.

Question 38

Start Where You Are

Answer 38

``` Do not start from scratch and build something new without considering what is already available to be leveraged; the current state should be investigated and observed directly to ensure it is understood. ```

Question 39

Progress Iteratively with Feedback

Answer 39

``` Do not attempt to do everything at once. Organize the work into smaller, manageable sections that can be executed and completed in a timely manner. The focus on each effort will be sharper and easier to maintain. ```

Question 40

Collaborate and Promote Visibility

Answer 40

When initiatives involved the right people in the correct roles, efforts benefit from better buy-in, more relevance, and increased likelihood of long-term success.

Question 41

Think and Work Holistically

Answer 41

No service, practice, process, department, or supplier stands alone. The outputs that the organization delivers to itself, its customers, and other stakeholders will suffer unless it works in an integrated way to handle its activities as a whole, rather than as separate parts. All the organization’s activities should be focused on delivery of value.

Question 42

Keep It Simple And Practical

Answer 42

``` If a process, service, action, or metric fails to provide value or produce a useful outcome, eliminate it. In a process or procedure, use the minimum number of steps necessary to accomplish the objective(s). Always use outcome-based thinking to produce practical solutions that deliver results. ```

Question 43

Optimize and Automate

Answer 43

``` Before an activity can be effectively automated, it should be optimized to whatever degree is possible and reasonable. Consider the four dimensions when designing, managing, or operating an organization and its processes. Human intervention should only happen where it contributes value to the process. ```

Question 44

Practice

Answer 44

A practice is a set of organizational resources designed for performing work or accomplishing an objective

Question 45

Change Enablement

Answer 45

Change enablement is the practice of ensuring that risks are properly assessed, authorizing changes to proceed and managing a change schedule in order to maximize the number of successful service and products changes.

Question 46

Change

Answer 46

A change is an addition, modification, or removal of anything that could have a direct or indirect effect on services.

Question 47

Deployment Management

Answer 47

Deployment management is the practice of moving new or changed hardware, software, documentation, processes, or any other service component to live environments.

Question 48

Incident Management

Answer 48

Incident management is the practice of minimizing the negative impacts of incidents by restoring normal service operation as quickly as possible.

Question 49

Information Security Management

Answer 49

Information security management is the practice of protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information.

Question 50

IT Asset Management

Answer 50

IT asset management is the practice of planning and managing the full lifecycle of all information technology (IT) assets.

Question 51

Monitoring and Event Management

Answer 51

Monitoring and event management is the practice of systematically observing services and service components, and recording and reporting selected changes of state identified as events.

Question 52

Event

Answer 52

An event is any change of state that has significance for the management of a service or other configuration item.

Question 53

Problem Management

Answer 53

Problem management is the practice of reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.

Question 54

Problem

Answer 54

A problem is a cause, or potential cause, of one or more incidents.

Question 55

Incident

Answer 55

An incident is Incident an unplanned

Question 56

Workaround

Answer 56

A workaround is a solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available.

Question 57

Known Error

Answer 57

known error is a problem that has been | analyzed but has not been resolved.

Question 58

Continual Improvement

Answer 58

``` Continual improvement is the practice of aligning an organization’s practices and services with changing business needs through the ongoing identification and improvement of all elements involved in the effective management of products and services. ```

Question 59

Continual Improvement Model

Answer 59

The continual improvement model is a high-level guide to support improvement initiatives using a cyclical seven steps framework

Question 60

IT Asset

Answer 60

IT Asset - is any financially valuable component | that can contribute to the delivery of an IT product of service.

Question 61

Relationship Management

Answer 61

Relationship management is the practice of establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels.

Question 62

Release Management

Answer 62

Release management is the practice of making new and changed services and features available for use.

Question 63

Service Configuration Management

Answer 63

Service configuration management is the practice of ensuring that accurate and reliable information about the configuration of services, and the configuration items that support them, is available when and where needed.

Question 64

Service Level Management

Answer 64

Service level management is the practice of setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets.

Question 65

Service Request Management

Answer 65

Service request management is the practice of supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.

Question 66

Supplier Management

Answer 66

Supplier management is the practice of ensuring that an organization’s suppliers and their performance levels are managed appropriately to support the provision of seamless quality products and services.

Question 67

Service Level Agreement (SLA)

Answer 67

Service Level Agreement (SLA) is a documented agreement between a service provider and a customer that identifies services required and the expected level of service

Question 68

Service Desk

Answer 68

The service desk is the practice designed to capture demand for incident resolution and service requests. The entry point/single point of contact for the service provider with all of its users.

Question 69

Configuration Item (CI)

Answer 69

Configuration Item (CI) is any component that needs to be managed in order to deliver an IT service