ITIL Study Guide (WGU Subjects) ITIL
Study this set o nline at: https://www.cram.co m/flashcards/itil-12462294
Rel ated to a def i ned servi ce
● Shoul d rel ate to def i ned outcomes, not j ust operati onal metri cs
Requi rements of SLA ● Shoul d ref l ect an agreement between the servi ce provi der and the
servi ce consumer
● Must be si mpl y wri tten and easy to understand f or al l parti es
A set of speci al i zed organi zati onal capabi l i ti es f or provi di ng val ue to customers
Servi ce Management
i n the f orm of servi ces.
val ue T he percei ved benef i ts, usef ul ness, and i mportance of somethi ng.
Servi ce provi ders Organi zati ons who del i ver servi ces
,ITIL Study Guide (WGU Subjects) ITIL
Study this set o nline at: https://www.cram.co m/flashcards/itil-12462294
Servi ce consumers T hose to whom servi ces are del i vered
val ue i s co-created through an acti ve
H ow i s val ue created?
col l aborati on between provi ders and consumers
a person or a group of peopl e that has i ts own f uncti ons wi th responsi bi l i ti es,
organi zati on
authori ti es and rel ati onshi ps to achi eve i ts obj ecti ves
A person who def i nes requi rements f or servi ces and takes responsi bi l i ty f or
customer
outcomes f rom servi ce consumpti on
,ITIL Study Guide (WGU Subjects) ITIL
Study this set o nline at: https://www.cram.co m/flashcards/itil-12462294
user person who uses servi ces
sponsor person who authori zes the budget f or servi ce consumpti on
means of enabl i ng val ue co-creati on by f aci l i tati ng outcomes that customers want
servi ce
to achi eve, wi thout the customer havi ng to manage speci f i c costs and ri sks
conf i gurati on of resources, created by the organi zati on, that wi l l be potenti al l y
product
val uabl e f or thei r customers
, ITIL Study Guide (WGU Subjects) ITIL
Study this set o nline at: https://www.cram.co m/flashcards/itil-12462294
descri pti on of one or more servi ces, desi gned to address the needs of a target
servi ce of f eri ng
consumer group
Good Servi ce of f eri ng i n whi ch ownershi p i s transf erred to the consumer
good Servi ce of f eri ng i n whi ch consumer takes responsi bi l i ty f or f uture use
access to resources Servi ce of f eri ng i n whi ch ownershi p i s not transf erred to the consumer
Study this set o nline at: https://www.cram.co m/flashcards/itil-12462294
Rel ated to a def i ned servi ce
● Shoul d rel ate to def i ned outcomes, not j ust operati onal metri cs
Requi rements of SLA ● Shoul d ref l ect an agreement between the servi ce provi der and the
servi ce consumer
● Must be si mpl y wri tten and easy to understand f or al l parti es
A set of speci al i zed organi zati onal capabi l i ti es f or provi di ng val ue to customers
Servi ce Management
i n the f orm of servi ces.
val ue T he percei ved benef i ts, usef ul ness, and i mportance of somethi ng.
Servi ce provi ders Organi zati ons who del i ver servi ces
,ITIL Study Guide (WGU Subjects) ITIL
Study this set o nline at: https://www.cram.co m/flashcards/itil-12462294
Servi ce consumers T hose to whom servi ces are del i vered
val ue i s co-created through an acti ve
H ow i s val ue created?
col l aborati on between provi ders and consumers
a person or a group of peopl e that has i ts own f uncti ons wi th responsi bi l i ti es,
organi zati on
authori ti es and rel ati onshi ps to achi eve i ts obj ecti ves
A person who def i nes requi rements f or servi ces and takes responsi bi l i ty f or
customer
outcomes f rom servi ce consumpti on
,ITIL Study Guide (WGU Subjects) ITIL
Study this set o nline at: https://www.cram.co m/flashcards/itil-12462294
user person who uses servi ces
sponsor person who authori zes the budget f or servi ce consumpti on
means of enabl i ng val ue co-creati on by f aci l i tati ng outcomes that customers want
servi ce
to achi eve, wi thout the customer havi ng to manage speci f i c costs and ri sks
conf i gurati on of resources, created by the organi zati on, that wi l l be potenti al l y
product
val uabl e f or thei r customers
, ITIL Study Guide (WGU Subjects) ITIL
Study this set o nline at: https://www.cram.co m/flashcards/itil-12462294
descri pti on of one or more servi ces, desi gned to address the needs of a target
servi ce of f eri ng
consumer group
Good Servi ce of f eri ng i n whi ch ownershi p i s transf erred to the consumer
good Servi ce of f eri ng i n whi ch consumer takes responsi bi l i ty f or f uture use
access to resources Servi ce of f eri ng i n whi ch ownershi p i s not transf erred to the consumer
