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ITIL Certification > 2: Understanding Service Strategy > Flashcards

2: Understanding Service Strategy Flashcards

1
Q

A service demonstrates value through what it enables ___

A

Customers to do

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2
Q

A service is valuable when the ___ is higher than the ___

A

Value achieved

Cost of purchasing the service

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3
Q

The value of a strategy is the level to which a ___ meet’s ____

A

service

customer’s expectations

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4
Q

The scope of the service strategy stage of the lifecycle covers defining a strategy to meet a ____ and defining a strategy for ___

A

Customer’s business outcomes

Managing those services

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5
Q

The objectives of the service strategy stage of the lifecycle include the ___ of the ___ and ___

A

Definition
Strategy
Governance control

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6
Q

The purpose of the service strategy stage lifecycle is to provide ___ to ___

A

strategy

the entire lifecycle

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7
Q

To understand the value of a service the IT service provider needs what 3 pieces of information?

A
  1. The services IT delivered
  2. What the service achieved
  3. What the services cost
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8
Q

Utility is ____ / “fit for ___”

A

What the service does

Purpose

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9
Q

What 3 areas make up a customer’s understanding of value

A
  1. The business outcomes achieved
  2. The customer’s preferences
  3. The customers perception of what was delivered
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10
Q

The starting point of a customer’s perception is the ___ and it is based on what the customer has ____

A

Reference value

Heard about the service

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11
Q

The ___ in a customer ‘s perception are the additional benefits

A

Positive difference

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12
Q

The ___ is what a customer could lose if they invested in a service

A

Negative difference

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13
Q

The final perception of the service is the ___ of value minus the ___

A

Customer’s perception

Negatives

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14
Q

The ___ is the customer’s perception to the overall value of the service.

This is measured by the customer in terms of the ability of the service to meet ___

A

Economic value

Requirements

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15
Q

Warranty is how ___ / “fit for ___”

A

A service is delivered

Use

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16
Q

Warranty provides assurance that a service will ___ and be ___

A

Meet agreed requirements

Reliable

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17
Q

Utility is the ___ of a service to meet a need

A

Functionality

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18
Q

A component of a PBA documentation that includes performance, security, availability, and privacy

A

Requirements

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19
Q

Define asset

A

Any resource or capability

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20
Q

A customer asset is ___ used by a customer to ___

A

Any resource or capability

Achieve a business outcome

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21
Q

You can create value through what two elements of a service?

A

Utility

Warranty

22
Q

Define resources

A

Direct inputs for the production of services

23
Q

PBA stands for

A

pattern of business activity

24
Q

Any resource or capability is ___

A

an asset

25
Q

A resource is a ___ for the __

A

direct input

production of services

26
Q

A resource needs a ___ to create value

A

capability

27
Q

Money, applications, information, infrastructure, and number of people are all examples of ___

A

resources

28
Q

A Capability is an asset that ___

A

represents an organization’s ability to do something to achieve value

29
Q

A capability is typically ___ or ___ based

A

knowledge

information

30
Q

A capability needs ___ to create value

A

resources

31
Q

Experience, management, organization, processes, people (skills & resources) are all examples of __

A

capabilities

32
Q

A service asset is any __ or ___ used by the ___ to ___

A

resource
capability
service provider
deliver services

33
Q

A customer asset is any __ or __ used by the __ to achieve a ___

A

resource
capability
customer
business outcome

34
Q

Governance is ensuring ___ and ___ are implemented and followed

A

policies

strategies

35
Q

Governance is ensuring policies and strategies are ___ and ___

A

implemented and followed

36
Q

___ unites the IT service provider’s approach with that of the organization

A

Governance

37
Q

The four characteristics of value are:

A
  1. Value is defined by customers
  2. Affordable mix of features
  3. Achievement of objectives
  4. Value changes over time and circumstances
37
Q

Define Risk

A

The likelihood or potential for something to happen

38
Q

The 3 stages of risks are

A

Identifying Risks
Analysis of Risks
Managing Risks

39
Q

In the Identifying Risk stage of risk, you should capture __ but dont have to immediately __ or __

A

impact
explain
quantify

41
Q

In the Analysis of Risk stage of risk is where you consider the impact of if ___

A

a risk becomes a reality

42
Q

In the Identifying Risk stage of risk, risk should be ___ including ___

A

documented

potential consequences

42
Q

In the Managing Risks stage of risk, each risk should have ___

A

an individual action plan

43
Q

A risk register is a ___ and is used and what stage of risk?

A

centralized record of risks

Identifying Risk

44
Q

A risk individual action plan should have ___ and ___

A

initial documentation

outcomes from analysis

45
Q

A collection of risk individual actions form a ___

A

overall risk management plan

47
Q

A component of a PBA documentation that includes frequency, volume, location, and duration

A

Analysis

48
Q

Once a PBA is identified is should be documented with what 4 components?

A

Classification
Analysis
Requirements
Service Asset Requirements

50
Q

A service asset is ___ used by a ___ to deliver services to a customer

A

Any resource or capability

Service provider

50
Q

A component of a PBA documentation that includes the type of PBA, origin, and impact of outcomes

A

Classification

51
Q

A Service Asset Requirement is a component of a PBA documentation that is used by design teams to understand ___in terms of resource and capability

A

what is required to support the PBA

52
Q

A component of a PBA documentation that is used by design teams to understand what is required to support PBA in terms of resource and capability

A

Service Asset Requirement

ITIL Certification (7 decks)

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