1. Introduction to Service management Quizzes

What is the definition of a service?

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

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

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

• 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.

Identify the missing word(s) in the following sentence. Utility is the [?] offered by a product or service to meet a particular need.

• Assurance

• Promise

• Functionality

• Outcome

Which term describes the functionality offered by a service?

• Cost

• Utility

• Warranty

• Risk

What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve?

• A service

• An output

• A practice

• Continual improvement

Identify the missing word in the following sentence. A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.

• outputs

• outcomes

• costs

• risks

A service provider describes a package that includes a laptop with software, licences, and support. What is this package an example of?

• Value

• An outcome

• Warranty

• A service offering

What are the two types of cost that a service consumer should evaluate?

• The price of the service, and the cost of creating the service

• The costs removed by the service, and the costs imposed by the service

• The cost of provisioning the service, and the cost of improving the service

• The cost of software, and the cost of hardware

What is the CORRECT definition of service management?

• The capability of supplier to deliver services to providers in exchange for money

• A set of specialized organizational capabilities for delivering value to customers in the form of services

• A set of specialized assets for transitioning services into the live operational environment

• The capability of service providers to minimize their costs without reducing the value of the services

Identify the missing word(s) in the following sentence. A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve.

• the warranty

• outcomes

• the utility

• outputs

Which gives a user access to a system?

• Service provision

• Service requirement

• Service consumption

• Service agreement