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WorksheetsQuiz-P1-1-Service Management
Total questions: 14
Worksheet time: 7mins
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
11.Which describes outputs?
A.Tangible or intangible deliverables
B.Functionality offered by a product or service
C.Results for a stakeholder
D.Configuration of an organization’s resources
12.The ABC Company has just hired three new staff members. The IT department at ABC has created new accounts for the new staff members on the domain controller and allocated 10 GB of storage on the company's internal file server per staff member. What term best describes these activities performed by the IT department?
A.Service consumption
B.Service provision
C.Service offering
D.Warranty of a service
13.Your organization has recently installed a brand new accounting program. The program has many functions including one that creates a report that shows the 'Profit and Loss (P&L)' metrics for the month. What term best describes the P&L report that is produced each month?
A.Output
B.Value
C.Cost
D.Outcome
14.Your organization is preparing to launch a new service. Your manager is concerned that there is a possibility that something bad might happen which could cause the service to fail and the desired outcome won't be achieved. What term best describes your manager's concerns?
A.Outputs
B.Risks
C.Costs
D.Utility
