2) Key Concepts of Service Management Flashcards
What are the topics that ITIL 4 Foundation cover? (Choose 6.)
a) Key concepts of service management
b) The four Ps of service management
c) Guiding principles
d) The service value system
e) The service value chain
f) management practices
g) dimensions of service management
h) the service lifecycle
i) Processes and functions
a) Key concepts of service management
c) Guiding principles
d) The service value system
e) The service value chain
f) management practices
g) dimensions of service management
What are the three levels of reflection and action in “the sandwich approach”?
a) analytical, synthetic, and holistic
b) organization, business unit, and function
c) strategic, tactical, and operational
d) organization, individual, and team
d) organization, individual, and team
(T/F) Culture influences the choice of technology, but technology does not influence culture.
False
(T/F) You should always work on processes before tools.
False
(T/F) Technology influences culture, and culture influences technology.
True
(T/F) Working on culture directly is a superior approach to working on technology to influence culture.
False
(T/F) Dependencies can be inherent in technologies, but they can also be introduced by our work practices.
True
(T/F) Dependencies are only inherent in technologies.
False
(T/F) Dependencies can only be introduced through our work practices.
False
(T/F) Dependencies are inevitable and unavoidable.
False
Variations are a key driver for the need to ___.
a) rationalize tool chains
b) implement infrastructure-as-code
c) meet about things like changes and releases
d) implement continuous delivery
c) meet about things like changes and releases
We value the first four ways over ___.
a) enlightening and empowering people
b) engineering and enforcing end-to-end process activities
c) enacting and enabling outcomes
d) lowering barriers and increasing enablers
b) engineering and enforcing end-to-end process activities
When improving moments of truth, our primary focus is on improving what two things?
a) end-to-end processes and the functions that take part in them
b) the activities of each moment of truth, and their sequence
c) the interactions themselves and the settings in which they take place
d) the inputs and outputs of each moment of truth
c) the interactions themselves and the settings in which they take place
Who developed force field analysis?
a) Edward Deming
b) Kurt Lewin
c) Phil Crosby
d) John Kotter
b) Kurt Lewin
Practices, properly construed, are ___.
a) what people do to drive toward the outputs of their functions
b) what people do to drive toward outcomes
c) what people do to comply with processes
d) what people do to comply with governance directives only
b) what people do to drive toward outcomes
In which kind of practices do we have activities and patterns and practices that we apply or modify to accommodate the situation as it changes to produce the best outcome in response to a changing situation?
a) adaptive
b) deterministic
c) emergent
d) processes
a) adaptive
Broadly speaking, there are two approaches to managing things. What are they?
a) focusing on people or focusing on processes
b) focusing on inputs or focusing in outputs
c) focusing on information flows or focusing on decision flows
d) focusing on activities or focusing on outcomes
d) focusing on activities or focusing on outcomes
What was the lightweight approach introduced at the inception of service management called?
a) improving “moments of truth”
b) process reengineering
c) Lean service management
d) Agile service management
a) improving “moments of truth”
A role performed by an organization in a service relationship to provide services to consumers
service provider
A configuration of an organization’s resources designed to offer value for a consumer.
product
A cooperation between a service provider and service consumer. ___s include service provision, service consumption, and ___ management.
service relationship
A result for a stakeholder enabled by one or more outputs.
outcome
The amount of money spent on a specific activity or resource.
cost
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
risk
The role that uses services
user
Activities performed by an organization to consume services. It includes the management of the consumer’s resources needed to use the service, service actions performed by users, and the receiving (acquiring) of goods (if required).
service consumption
The role that authorizes budget for service consumption. Can also be used to describe an organization or individual that provides financial or other support for an initiative.
sponsor
The role that defines the requirements for a service and takes responsibility for the outcomes of service consumption.
customer
The role that uses services.
user
A measure of what is achieved or delivered by a system, person, team, practice, or service.
performance
A stakeholder responsible for providing services that are used by an organization.
supplier
Personnel, material, finance, or other entity that is required for the execution of an activity or the achievement of an objective. ___s used by an organization may be owned by the organization or used according to an agreement with the ___ owner.
resource
An arrangement of the CIs or other resources that work together to deliver a product or service. Can also be used to describe the parameter settings for one or more CIs.
configuration
A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks.
service
A configuration of an organization’s resources designed to offer value for a consumer.
product
Tangible resources that are transferred or available for transfer from a service provider to a service consumer, together with ownership and associated rights and responsibilities.
goods
Any action required to deliver a service output to a user. ___s may be performed by a service provider resource, by service users, or jointly.
service action
A cooperation between a service provider and service consumer. ___s include service provision, service consumption, and ___ management
service relationship
Activities performed by an organization to provide services. It includes management of the provider’s resources, configured to deliver the service; ensuring access to these resources for users; fulfilment of the agreed service actions; service level management; and continual improvement. It may also include the supply of goods.
service provision
Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings.
service relationship management
A tangible or intangible deliverable of an activity.
output
A result for a stakeholder enabled by one or more outputs
outcome
A role responsible for maintaining good relationships with one or more customers.
BRM
A BRM is a role responsible for maintaining good relationships with one or more customers.
What does BRM stand for?
business relationship manager
Any change of state that has significance for the management of a service or other configuration item.
event
A loss of ability to operate to specifications, or to deliver the required output or outcome
failure
A necessary precondition for the achievement of intended results.
CSF
A CSF is a necessary precondition for the achievement of intended results.
What does CSF stand for?
critical success factor
The functionality offered by a product or service to meet a particular need. ___ can be summarized as “what the service does” and can be used to determine whether a service is “fit for purpose.” To have ___, a service must either support the performance of the consumer or remove constrains from the consumer. Many services do both.
utility
Assurance that a product or service will meet agreed requirements. ___ can be summarized as “how the service performs” and can be used to determine whether a service is “fit for use.” ___ often relates to service levels aligned with the needs of service consumers. This may be based on a formal agreement, or it may be a marketing message or brand image. ___ typically addresses such areas as the availability of the service, its capacity, levels of security, and continuity. A service may be said to provide acceptable assurance, or “___”, if all defined and agreed conditions are met.
warranty
One or more metrics that define expected or achieved service quality.
service level
The ability of an IT service or other configuration item to perform its agreed function when required.
availability
The process of having external suppliers provide products and services that were previously provided internally.
outsourcing
Can you apply the concept of service relationships using the seventh way, individual, team and organization-level reflection and action?
a) No, as service relationships exist only at the organizational level.
b) No, as the approach is not applicable here.
c) No, as service relationships exist only at the organizational and team levels.
d) Yes, as service relationships exist at all three levels.
d) Yes, as service relationships exist at all three levels.
When determining priority of addressing issues rated green, yellow, red, and grey, all other things being equal, what should the order be?
a) Address grays first.
b) Address reds first.
c) Address reds and yellows first.
d) Address red (critical) items first, along with greys (make these unknowns known). Then address yellows.
d) Address red (critical) items first, along with greys (make these unknowns known). Then address yellows.
In our color-coded rating system, what does grey mean?
a) unknown
b) bad
c) neither bad nor good
d) good
a) unknown
What is an example of how you’d start applying “enacting and enabling outcomes”?
a) Start by identifying the outcomes for each service and practice, and rating each as unknown, good, degraded, or broken.
b) Start by identifying the activities of each process and their sequence.
c) Start by identifying the activities within each function and their owner.
d) Start with a SWOT assessment.
a) Start by identifying the outcomes for each service and practice, and rating each as unknown, good, degraded, or broken.
What is considered to be a result for a stakeholder enabled by one or more outputs, according to ITIL?
a) Warranty
b) Utility
c) Cost
d) Outcomes
d) Outcomes
Which concept includes the management of the customer’s resources for service?
a) Service provision
b) Service relationship management
c) Service relationship
d) Service consumption
d) Service consumption
