1. Direction, Planning, and Improvement Foundation (Intro) Flashcards
Scope of Control
The areas or activities over which a person has the authority to direct the actions of others or define the required outcomes.
Scope of Influence
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.
Key Benefits of Planning
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.
Key Benefits of Improvement
It ensures organizations will grow and remain successful and competitive over time.
Key Benefits of Direction
It ensures the achievement of desired outcomes by aligning the objectives and actions of groups at different levels of the organization.
Directing
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.
Key Characteristic of Good Directing
Provides enough clarity to enable team members to proceed, while leaving enough flexibility for each of them to make a unique, creative contribution.
Common Direction Structure
Evaluate => Direct => Monitor
Vision
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.
Mission
A short but complete description of the overall purpose and intentions of an organization.
Policy
Formally documented management expectations and intentions, used to direct decisions and activities.
Guideline
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.
Risk
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.
Control
The means of managing a risk, ensuring that a business objective is achieved, or that a process is followed. Used to enforce selected directives
Three Control Categories
1) Organization/Procedural - policies, organization, ownership, training, processes
2) Logical/Technical - required fields, scripting, automated workflows
3) Physical - electronic badge system, metered intake valve
What does successful direction ensure?
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.
How do you measure success?
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.
Planning is an iterative and preparatory activity that at minimum should be used at what three levels of the organization?
Strategic
Tactical
Operational
Strategy
- 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.
Tactics
The specific methods by which a strategy is enacted.
Operation
The routine running and managing of an activity, product, service, or other configuration item.
Method
A way, technique, or process for doing something. Methods are structured and systematic.
Improvement
A deliberately introduced change that results in increased value for one or more stakeholders.
Governance
- 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.
Governing Body
A person or group of people who are accountable at the highest level for its performance and compliance.
Compliance
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.
Management
Coordinated activities to define, control, supervise, and improve something.
Operating Model
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.
The Plan Value Chain Activity (of the SVS)
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.
