WGU C846 ITIL, Top Questions and answers, rated A+. Verified. Strategy life cycle - ✔✔-This is considered the core of the life cycle management process Core Service - ✔✔-A service that pro... duces the basic outcome of the customers desire Customer - ✔✔-Someone who buys good or services Enabling service - ✔✔-A service needed to deliver a core service Enhancing service - ✔✔-A service that is added to the core to make it more attractive IT Service - ✔✔-A service carried out by an IT provider. Consist of a combination of IT technology, people, and processes Outcome - ✔✔-The result of carrying out an activity, following a process, delivering an IT service. The term is used for intended results as well as actual results Process - ✔✔-Is a set of structured set of activities designed to accomplish a specific objective. Service - ✔✔-A mean to deliver value to a customer by facilitating the outcome a customer wants without the ownership and cost and risk. Service Management - ✔✔-A set of specialized organizational capabilities for providing value to customers in the form of services Service strategy - ✔✔-How do we truly create value for a customer. How we can make the case for a strategic investment. Resolves conflicting demands for resources. What services we should be offering to whom Utility - ✔✔-Fit for purpose Warranty - ✔✔-Fit for use Warranty Requires assurance in what area - ✔✔-Availability, Capacity, Security and continuity. Assets - ✔✔-Any resource or capability Attribute - ✔✔-Information held about a configuration item such as a serial number, make or model Capabilities - ✔✔-The ability of an organization, person process, application. IT service to carry out an activity Governance - ✔✔-Ensures that policies and strategies are actually implemented and processes are followed correctly IT Service management - ✔✔-The implementation and management of quality IT services that meet the needs of the business. PBA - Patterns of Business Activity - ✔✔-A Work load of one or more business activities. Used to help the IT service provider understand and plan for different levels of business activity. Resources - ✔✔-A Generic term that includes IT infrastructure people, money, or anything else that might help IT delivery a service Risk Management - ✔✔-The approach adopted to identify document, analyze, mitigate against the likelihood of a potential impact to service. Service Strategy - ✔✔-A phase of the service life cycle, service strategy defines the perspective, position, plans and patterns that a service provider needs to execute to meet an organizations business outcome. Utility - ✔✔-The functionality offered by a product or service to meet a particular need or whether it is fit for purpose. Warranty - ✔✔-The assurance that a product or service will meet the agreed requirements, fit for use. User - ✔✔-A person who uses IT daily Role - ✔✔-A Set of responsibilities, activities, or authorities assigned to a person or a team. Business Case - ✔✔-Justification for significant items of expenditure, identifying cost and benefits, including considering other options. Business relationship Management - ✔✔-The process of maintaining a positive relationship with customers. The business relationship manager focuses IT strategy ensuring that it will deliver what is required by the business strategy. Design Coordination - ✔✔-The process responsible for coordinating all service design activities, process and resources. Service portfolio - ✔✔-The complete set of services that is managed by a service provider. It includes 3 categories: Service Pipeline (future), Service catalog (live) Retired services Service Portfolio Management - ✔✔-The process that maintains the service portfolio. It ensures that the service provider has the right mix of services that meet the required business outcomes at an appropriate level of investing. Service provider - ✔✔-An organization providing services to an internal or external customer. Service Portfolio - ✔✔-Service Pipeline, Service Catalog, Retired Services Architecture - ✔✔-The structure of a system or IT service, including the relationship of components to each other. Service Acceptance Criteria (SDP) - ✔✔-A document defining all aspects of an IT service and its requirements though each stage of its life cycle SLA - ✔✔-A written agreement between the service provider and the customer. Supplier Contract - ✔✔-A legally binding agreemen [Show More]
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