Key concepts of service management: ITIL 4 Foundation topic guide
Key concepts of service management carries 12.5% of the ITIL 4 Foundation blueprint used in this course, the 5th-largest of its 8 weighted areas. It spans 13 concepts. The course teaches it in 1 study unit: Key concepts of service management.
What Key concepts of service management covers
- What is a SERVICE in ITIL 4? — PeopleCert ITIL 4 Foundation Candidate Syllabus v4.2.0, AC1.1a
- What is UTILITY? — PeopleCert ITIL 4 Foundation Candidate Syllabus v4.2.0, AC1.1b
- What is WARRANTY? — PeopleCert ITIL 4 Foundation Candidate Syllabus v4.2.0, AC1.1c
- Who are the CUSTOMER, the USER, and the SPONSOR? — PeopleCert ITIL 4 Foundation Candidate Syllabus v4.2.0, AC1.1d/e/g
- What is an ORGANIZATION in ITIL 4? — PeopleCert ITIL 4 Foundation Candidate Syllabus v4.2.0, AC1.2c
- What is VALUE, and who creates it? — PeopleCert ITIL 4 Foundation Candidate Syllabus v4.2.0, AC1.2b
- OUTPUT vs OUTCOME — what is the difference? — PeopleCert ITIL 4 Foundation Candidate Syllabus v4.2.0, AC1.2d/e
- How do services affect a consumer's COSTS? — PeopleCert ITIL 4 Foundation Candidate Syllabus v4.2.0, AC1.2a
- How do services affect a consumer's RISKS? — PeopleCert ITIL 4 Foundation Candidate Syllabus v4.2.0, AC1.2f
- What can a SERVICE OFFERING include? — PeopleCert ITIL 4 Foundation Candidate Syllabus v4.2.0, AC1.3a
- What are the THREE parts of a service relationship? — PeopleCert ITIL 4 Foundation Candidate Syllabus v4.2.0, AC1.3b
- Which activities belong to service PROVISION vs service CONSUMPTION? — PeopleCert ITIL 4 Foundation Candidate Syllabus v4.2.0, AC1.3c/d
- What is the service relationship MODEL? — PeopleCert ITIL 4 Foundation Candidate Syllabus v4.2.0, AC1.3b
Common mistakes in Key concepts of service management
- Utility and warranty swapped (purpose vs use)
- Output and outcome used interchangeably
- Customer vs sponsor on budget authority
- Services 'eliminate' consumer risk (they remove AND impose)
- Value is 'delivered' by the provider alone (it is co-created)
Key terms for Key concepts of service management
service · service management · utility · warranty · customer · user · sponsor · organization · value · value co-creation · output · outcome · cost · risk · service offering · service relationship · service provision · service consumption
How Key concepts of service management connects to other areas
- What is VALUE, and who creates it? links to What IS a guiding principle, and how do the 7 interact? — The 7 guiding principles
- What is VALUE, and who creates it? links to What is the SERVICE VALUE SYSTEM, and what are its input and output? — The service value system
Official references for Key concepts of service management
- PeopleCert ITIL 4 Foundation Candidate Syllabus v4.2.0: AC1.1a, AC1.1f, AC1.1b, AC1.1c, AC1.1d/e/g, AC1.2c, AC1.2b, AC1.2d/e, AC1.2a, AC1.2f, AC1.3a, AC1.3b, AC1.3c/d
In the app this area comes with 14 memory cards and 12 module-quiz questions and is part of the free starting modules.