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

The perceived benefits, usefulness, and importance of something.

Person who defines requirements for services.

Person who uses the service on a daily basis.

Person who authorizes the budgets for services.

Person/entity who provides services to the organization.

A group of people that has its own functions, responsibilities, and authorities to achieve specific objectives.

The means of enabling value co-creation by facilitating outcomes that customers want to achieve without the customer having to manage specific costs and risks.

A configuration of resources, created by the organization, that will be potentially valuable to customers.

A specific mix of services and products sold to a specific customer.

Three types of service offerings

Goods, access to resources, and service actions

Ownership is transferred to the customer.

Customer is allowed to use it, but organization still owns it.

Things the service provider does for the customer.

Tangible or intangible deliverable of an activity.

Result for a stakeholder enabled by one or more outputs.

Can be removed from or imposed on the customer.

Cost is removed from the customer.

Cost is imposed on the customer.

Fit for purpose; service does what it's meant to do.

Fit for use; service does this good enough.

Availability, capacity, continuity, and security.

Value = Utility + Warranty (+ Perception)

Help

Options

focusNode

Didn't know it?
click below

Knew it?
click below

Don't Know

Remaining cards (0)

Know

retry

shuffle

restart

0:00

Embed Code - If you would like this activity on your web page, copy the script below and paste it into your web page.

Normal Size Small Size show me how

ITIL 4 Foundations

Key Concepts and Definitions

Term	Definition
Service Management	A set of specialized organizational capabilities for enabling value to customers in the form of services.
Value	The perceived benefits, usefulness, and importance of something.
Customer	Person who defines requirements for services.
User	Person who uses the service on a daily basis.
Sponsor	Person who authorizes the budgets for services.
Supplier	Person/entity who provides services to the organization.
Organization	A group of people that has its own functions, responsibilities, and authorities to achieve specific objectives.
Service	The means of enabling value co-creation by facilitating outcomes that customers want to achieve without the customer having to manage specific costs and risks.
Product	A configuration of resources, created by the organization, that will be potentially valuable to customers.
Service Offering	A specific mix of services and products sold to a specific customer.
Three types of service offerings	Goods, access to resources, and service actions
Goods	Ownership is transferred to the customer.
Access to Resources	Customer is allowed to use it, but organization still owns it.
Service Actions	Things the service provider does for the customer.
Output	Tangible or intangible deliverable of an activity.
Outcome	Result for a stakeholder enabled by one or more outputs.
Cost	Can be removed from or imposed on the customer.
Value Proposition	Cost is removed from the customer.
Service Consumption	Cost is imposed on the customer.
Risk	Uncertainty of outcome.
Opportunity	A positive risk.
Hazard	A negative risk.
Utility	Fit for purpose; service does what it's meant to do.
Warranty	Fit for use; service does this good enough.
Warranty Categories	Availability, capacity, continuity, and security.
Value Formula	Value = Utility + Warranty (+ Perception)

Created by: getshrekt

"Know" box contains:
Time elapsed:
Retries: