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Jo ITIL4 Found > 1. Introduction > Flashcards

1. Introduction Flashcards

1
Q

Guidance to organisations
Set of best practices for delivering IT services

Purpose - improve the value of services

Components - Service Value system & Four dimensions of service management

A

Information Technology Infrastructure Library

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2
Q

A set of organisational resources designed for performing work or objective

A

Practice

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3
Q

A tangible or intangible deliverable of an activity

A

Output

Created by carrying out an activity

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4
Q

A result for a stakeholder

A

Outcome

Can be one or more outputs

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5
Q

Who uses services

A

User

User or authorised representative submits service request

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6
Q

Who defines the requirements

A

Customer

Responsible for outcome

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7
Q

Who authorizes budget

A

Sponsor

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8
Q

Transferable ownership

A

Goods

Consumer takes responsibility post transfer

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9
Q

Assurance to meet agreed requirements

How the service performa

Fit for use

A

Warranty

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10
Q

A possible event that could harm or loss or make it more difficult to achieve objectives

A

Risk

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11
Q

Types of cost

A

Cost Removed from consumer

Cost imposed on a consumer

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12
Q

Configuration of organisation’s resources to offer value to consumer

A

Product

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13
Q

Co-create value by facilitating outcomes customers want to achieve without customer managing costs and risks

A

Service

Service offering is one or more services

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14
Q

Functionality of a product or service

What the service does
Fit for purpose

A

Utility

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15
Q

Action required to deliver a service output to a user

A

Service action

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16
Q

Joint activities performed by a service provider and a service consumer

A

Service Relationship Management

17
Q

A set of specialised organisational capabilities for enabling value for customer in the form of services

A

Service Management

18
Q

A model representing how all the components and activities of an organisation work together to facilitate value creation

Purpose - organisation continually co-creates value with all stakeholders in line with objectives

A

Service Value system

Components-
7 Guiding Principles
Governance
Service Value Chain
Practices
Continual Improvement
19
Q

Need or desire for products and services among internal and external customers

A

Demand

Input to the service value system

20
Q

Options or possibilities to add value for stakeholders or improve the organisation

A

Opportunities

Input to the service value system

21
Q

The perceived benefits, usefulness and importance of something

A

Value

Output of the Service Value System

22
Q

Perspectives that are critical to the effective and efficient facilitation of value for customers and other stakeholders in the form of products and services

Purpose- Support a holistic approach to service management

A

Four dimensions of Service management

Achieves Effective and balanced Service Value System

23
Q

Culture
Strategy
Governance
Organisational structure - Roles and responsibilities (Authority of people)
Staffing and competences - quality of people, Training
Capacity - quantity of people or do u need AI
Communication
Interfaces - touchpoint between teams n do these support flow of your value stream

A

Organisations and People

24
Q

Protect, manage, archive and disposal of Information and knowledge (Security)
Exchange, regulate information with policies (Compliance)
Tools - workflow management systems, inventory systems, Communication systems, knowledge bases,service catalog, event monitoring,reporting
Automation

A

Information and technology

Includes all information and technologies used to manage all aspects of Service value systen

25
Q

Organisation’s relationships
Contracts(contain agreements)

Influencing Factors:
Strategic focus
Corporate culture
Resource scarcity 
Cost
Subject matter expertise
External constraints 
Performance, Flexibility, Relationships
Demand patterns
A

Partners and Suppliers

Partners have confidential information and share common goals and objectives (risks and costs (strategic

Suppliers are goods providers

26
Q 
How the various parts of organisation work in an integrated ans coordinated way to enable value creation effectively and efficiently 
Focus on value
How work happens n why
Who performs which activity 
Activities
Workflows
Controls
Procedures
Productive-
    Analyse current state
    Identify wasteful activities 
Optimisation - 
    Identify steps to automate
    Adopt Emerging technologies
A

Value streams and Processes

27
Q

A set if interrelated or interacting activities that transform inputs into outputs

A

Process

28
Q

A series of steps an organisation undertakes to create and deliver products & services to consumers

A

Value Streams

29
Q

Operating model for service providers that covers all the keys activities

A set of interconnected activities to create value

Enables organization to react to changing demands

Transforms inputs to outputs using combination of practices

Purpose - shared understanding of vision, current status n improvement for all 4Ds

A

Service value Chain

Each practice supports multiple Service value chain activities
Each value chain activity contributes to the value chain by transforming specific inputs into outputs

30
Q

Recurring organisational activity

A

Continual Improvement

31
Q

Plan - direction, strategy
Engage - relationships, stakeholders
Design and transition - ensure to meet expectations for quality,cost,time
Obtain/build - available when & where needed, meet agreed specifications
Deliver and support - delivered n supported as per agreed specifications n expectations
Improve - 4Ds of SM

A

Activities of Service Value Chain

32
Q

Policies, requirements, constraints provided by governing body

Demands n opportunities, third party service components provided by engage

Perf info,improvement initiatives, plans n improvement reports provided by improve

New n changed from d/t n o/b

A

Inputs to Service Value Chain

33
Q

Activities by which governance is realised

A

Direct, monitor, evaluate

Jo ITIL4 Found (3 decks)

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