1. Direction, Planning, and Improvement Foundation (Intro)

Question 1

Scope of Control

Answer 1

The areas or activities over which a person has the authority to direct the actions of others or define the required outcomes.

Question 2

Scope of Influence

Answer 2

The areas or activities over which a person does not have the authority to direct actions, but does have the ability to influence desired changes or outcomes.

Question 3

Key Benefits of Planning

Answer 3

It creates a shared understanding of how work will be organized and managed, allowing contributors to understand their roles, and to coordinate and collaborate efficiently and effectively.

Question 4

Key Benefits of Improvement

Answer 4

It ensures organizations will grow and remain successful and competitive over time.

Question 5

Key Benefits of Direction

Answer 5

It ensures the achievement of desired outcomes by aligning the objectives and actions of groups at different levels of the organization.

Question 6

Directing

Answer 6

Leading, conducting, or guiding someone, or ordering something. This includes setting and communicating the vision, purpose, objectives, and guiding principles for an organization or team. It may also include leading or guiding the organization or team towards its objectives.

Question 7

Key Characteristic of Good Directing

Answer 7

Provides enough clarity to enable team members to proceed, while leaving enough flexibility for each of them to make a unique, creative contribution.

Question 8

Common Direction Structure

Answer 8

Evaluate => Direct => Monitor

Question 9

Vision

Answer 9

A defined aspiration of what an organization would like to become in the future. Gives employees an image of the future which clarifies an organization’s actions.

Question 10

Mission

Answer 10

A short but complete description of the overall purpose and intentions of an organization.

Question 11

Policy

Answer 11

Formally documented management expectations and intentions, used to direct decisions and activities.

Question 12

Guideline

Answer 12

A recommended practice that allows some discretion in its interpretation, implementation, or use. Often used to assist people who are unsure what to do versus dictate behavior.

Question 13

Risk

Answer 13

A possible event that could cause harm or loss, or make it more difficult to achieve objectives. Can also be defined as uncertainty of outcome and can be used in the context of measuring the probability of positive outcomes as well as negative outcomes.

Question 14

Control

Answer 14

The means of managing a risk, ensuring that a business objective is achieved, or that a process is followed. Used to enforce selected directives

Question 15

Three Control Categories

Answer 15

1) Organization/Procedural - policies, organization, ownership, training, processes
2) Logical/Technical - required fields, scripting, automated workflows
3) Physical - electronic badge system, metered intake valve

Question 16

What does successful direction ensure?

Answer 16

That everyone in an organization has a shared understanding of its mission and objectives, and that they understand what is expected of them in relation to achieving those objectives.

Question 17

How do you measure success?

Answer 17

The degree to which 1) each group understands its objectives, 2) each individual understands their expected contribution, 3) these groups and individuals act in accordance with the direction they have been given.

Question 18

Planning is an iterative and preparatory activity that at minimum should be used at what three levels of the organization?

Answer 18

Strategic
Tactical
Operational

Question 19

Strategy

Answer 19

• A broad approach or course of action defined by an organization for achieving its objectives.
• It may be defined at multiple levels, but in organizations, the must cascade logically from the overall organizational strategy. They must also be tied to the achievement of objectives.

Question 20

Tactics

Answer 20

The specific methods by which a strategy is enacted.

Question 21

Operation

Answer 21

The routine running and managing of an activity, product, service, or other configuration item.

Question 22

Method

Answer 22

A way, technique, or process for doing something. Methods are structured and systematic.

Question 23

Improvement

Answer 23

A deliberately introduced change that results in increased value for one or more stakeholders.

Question 24

Governance

Answer 24

• The means by which an organization is directed and controlled.
• Direction can come from many different parts of the ITIL SVS, but the governance component typically plays a prominent role.
• It includes the establishment of policies and the continual monitoring of their proper implementation by the governing body.

Question 25

Governing Body

Answer 25

A person or group of people who are accountable at the highest level for its performance and compliance.

Question 26

Compliance

Answer 26

Both the act and result of ensuring that a standard or set of guidelines is followed, or that proper, consistent accounting or other practices are being employed.

Question 27

Management

Answer 27

Coordinated activities to define, control, supervise, and improve something.

Question 28

Operating Model

Answer 28

A conceptual and/or visual representation of how an organization co-creates value with its customers and other stakeholders, as well as how the organization runs itself. It divides complex systems into more comprehensible sub-systems, so that they can be understood and managed more easily.

Question 29

The Plan Value Chain Activity (of the SVS)

Answer 29

Ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across the organization. Outputs to this activity include strategic, tactical, and operational plans.