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[Show more]Service 
Enabling value co-creation by facilitating outcomes that customers want to achieve without 
the customer having to manage specific costs and risks. 
Utility 
Fit for Purpose. Service does what it is meant to do. 
Warranty 
Fit for use. Assurance that a product or service will meet agreed re...
Preview 3 out of 19 pages
Add to cartService 
Enabling value co-creation by facilitating outcomes that customers want to achieve without 
the customer having to manage specific costs and risks. 
Utility 
Fit for Purpose. Service does what it is meant to do. 
Warranty 
Fit for use. Assurance that a product or service will meet agreed re...
Architecture The structure of a system or IT service, including the relationships 
of components to each other. 
Service acceptance criteria (SAC) A set of criteria used to ensure that an IT service meets 
its functionality and quality requirements. 
Service design A phase in the service lifecycle. ...
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Add to cartArchitecture The structure of a system or IT service, including the relationships 
of components to each other. 
Service acceptance criteria (SAC) A set of criteria used to ensure that an IT service meets 
its functionality and quality requirements. 
Service design A phase in the service lifecycle. ...
Complete the sentence by filling in the missing word: IT service management is important for 
organizations because businesses are ____________IT. dependent on 
Who developed ITIL? The U.K. Government 
Which service lifecycle stage is considered to be the core of the lifecycle? Strategy 
A service t...
Preview 4 out of 92 pages
Add to cartComplete the sentence by filling in the missing word: IT service management is important for 
organizations because businesses are ____________IT. dependent on 
Who developed ITIL? The U.K. Government 
Which service lifecycle stage is considered to be the core of the lifecycle? Strategy 
A service t...
Strategy life cycle This is considered the core of the life cycle management process 
Core Service A service that produces the basic outcome of the customers desire 
Customer Someone who buys good or services 
Enabling service A service needed to deliver a core service 
Enhancing service A service t...
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Add to cartStrategy life cycle This is considered the core of the life cycle management process 
Core Service A service that produces the basic outcome of the customers desire 
Customer Someone who buys good or services 
Enabling service A service needed to deliver a core service 
Enhancing service A service t...
What are the purposes of error control? 
Each correct answer represents a complete solution. Choose all that apply. 
A) To identify faulty components 
B) To reassess the status of known errors that have not been resolved 
C) To identify and prioritize infrastructure, services, business processes, an...
Preview 3 out of 18 pages
Add to cartWhat are the purposes of error control? 
Each correct answer represents a complete solution. Choose all that apply. 
A) To identify faulty components 
B) To reassess the status of known errors that have not been resolved 
C) To identify and prioritize infrastructure, services, business processes, an...
Recall Definitions (Two questions on Exam) -- 
Service A means of enabling value co-creation by facilitating outcomes desirable 
to customers—without their having to manage cost and risk. 
Utility A functionality offered by a product or service to meet a particular need. 
Warranty An assurance tha...
Preview 2 out of 13 pages
Add to cartRecall Definitions (Two questions on Exam) -- 
Service A means of enabling value co-creation by facilitating outcomes desirable 
to customers—without their having to manage cost and risk. 
Utility A functionality offered by a product or service to meet a particular need. 
Warranty An assurance tha...
Complete the sentence by filling in the missing word: IT service management is important for 
organizations because businesses are ____________IT. dependent on 
Who developed ITIL? The U.K. Government 
Which service lifecycle stage is considered to be the core of the lifecycle? Strategy 
Someone who...
Preview 3 out of 18 pages
Add to cartComplete the sentence by filling in the missing word: IT service management is important for 
organizations because businesses are ____________IT. dependent on 
Who developed ITIL? The U.K. Government 
Which service lifecycle stage is considered to be the core of the lifecycle? Strategy 
Someone who...
Which of these statements represents an objective of service level management? Define the 
level of service clearly and unambiguously. 
To which of the stakeholders is the delivery of service metrics most important? The customer 
Which of the following is the central repository of the IT organizatio...
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Add to cartWhich of these statements represents an objective of service level management? Define the 
level of service clearly and unambiguously. 
To which of the stakeholders is the delivery of service metrics most important? The customer 
Which of the following is the central repository of the IT organizatio...
The SVS (service value system) represents how: 
A) the various components and activities of the organization work together to facilitate 
value creation through IT-enabled services. 
B) processes work together to create value in the form of useful products for customers. 
C) various functions and pr...
Preview 4 out of 31 pages
Add to cartThe SVS (service value system) represents how: 
A) the various components and activities of the organization work together to facilitate 
value creation through IT-enabled services. 
B) processes work together to create value in the form of useful products for customers. 
C) various functions and pr...
What is the purpose of the service configuration management practice? 
A) To ensure that services deliver agreed levels of availability to meet the needs of 
customers and users 
B) To ensure that service availability and performance are maintained at an adequate level in 
case of a disaster 
C) To ...
Preview 4 out of 55 pages
Add to cartWhat is the purpose of the service configuration management practice? 
A) To ensure that services deliver agreed levels of availability to meet the needs of 
customers and users 
B) To ensure that service availability and performance are maintained at an adequate level in 
case of a disaster 
C) To ...
Output A tangible or intangible deliverable of an activity. 
Change Control (Change Enablement) Maximize the number of successful 
IT changes by ensuring that risks have been properly assessed, authorizing changes 
to proceed, and managing the change schedule. 
Deployment Management To move new or c...
Preview 2 out of 9 pages
Add to cartOutput A tangible or intangible deliverable of an activity. 
Change Control (Change Enablement) Maximize the number of successful 
IT changes by ensuring that risks have been properly assessed, authorizing changes 
to proceed, and managing the change schedule. 
Deployment Management To move new or c...
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