ITIL-4 - Understand the key concepts of service management - Section 1.1

Recall the definitions of service, utility, warranty, customer, user, service management, and sponsor.

Recall the precise ITIL 4 definitions of the core terms: a service as a means of enabling value co-creation, utility as fitness for purpose, and warranty as fitness for use. Distinguish the stakeholder roles of customer, user, and sponsor, which a candidate must keep separate because each carries different responsibilities and expectations in a service relationship.

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