1. What is the definition of a service?

• A.The means by which an organization is directed and controlled

• B.A set of specialized organizational capabilities for enabling value to customers

• C.A method for visualizing work, identifying potential blockages and resource conflicts, and managing work in progress

• D.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

2.What is the definition of service management?

• A.A set of specialized organizational capabilities for enabling value to customers

• B.The means by which an organization is directed and controlled

• C.A method for visualizing work, identifying potential blockages and resource conflicts, and managing work in progress

• D.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

3.What is the definition of a user?

• A.A person who uses services

• B.A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption

• C.A person who authorizes budget for service consumption

• D.A person who works for an organization other than the service provider

4.What term best describes a service that is 'fit for purpose'?

• A.Warranty

• B.Output

• C.Utility

• D.Outcomes

5.What term best describes a person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives?

• A.Consumer

• B.Service provider

• C.Customer

• D.Organization

6.What is the definition of utility?

• A.The assurance that a product or service will meet agreed requirements

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

• C.The functionality offered by a product or service to meet a particular need

• D.A tangible or intangible deliverable that is produced by carrying out an activity

7.What term best describes the perceived benefits, usefulness, and importance of something?

• A.Utility

• B.Warranty

• C.Outcome

• D.Value

8.What is the definition of a customer?

• A.A person who authorizes budget for service consumption

• B.A person who works for an organization other than the service provider

• C.A person who uses services

• D.A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption

9.What term best describes a service that is 'fit for use'?

• A.Utility

• B.Value

• C.Warranty

• D.Outcome

10.What is the definition of a sponsor?

• A.A person who uses services

• B.A person who authorizes budget for service consumption

• C.A person who works for an organization other than the service provider

• D.A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption