4) ITIL SVS Flashcards
The means by which an organization is directed and controlled.
Governance
A set of organizational resources designed for performing work or accomplishing an objective.
Practice
A defined aspiration of what an organization would like to become in the future.
vision
The ability of an organization to anticipate, prepare for, respond to, and adapt to unplanned external influences.
organizational resilience
A customer who works for an organization other than the service provider.
external customer
A temporary structure that is created for the purpose of delivering one or more outputs (or products) according to an agreed business case.
project
A measurement or calculation that is monitored or reported for management and improvement.
metric
A document, established by consensus and approved by a recognized body, that provides for common and repeated use, mandatory requirements, guidelines, or characteristics for its subject.
standard
The ease with which a service or other entity can be repaired or modified.
maintainability
A controlled environment used in the delivery of IT services to service consumers.
live environment
An unplanned interruption to a service or reduction in the quality of a service.
incident
A database used to store configuration records throughout their lifecycle. The ___ also maintains the relationships between configuration records.
CMDB
A technique whereby the outputs of one part of a system are used as inputs to the same part of the system.
feedback loop
An interaction with the service desk. A ___ could result in an incident or a service request being logged.
call
The point of communication between the service provider and all its users.
service desk
A description of the specific states an entity can have at a given time.
status
A measure of whether the objectives of a practice, service or activity have been achieved.
effectiveness
A product with just enough features to satisfy early customers, and to provide feedback for future product development.
MVP
A cause, or potential cause, of one or more incidents.
problem
A solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available. Some ___s reduce the likelihood of incidents.
workaround
A customer who works for the same organization as the service provider.
internal customer
An improvement that is expected to provide a return on investment in a short period of time with relatively small cost and effort.
quick win
A method for visualizing work, identifying potential blockages and resource conflicts, and managing work in progress.
Kanban
An integrated set of practices and tools used to deploy software changes into the production environment. These software changes have already passed pre-defined automated tests.
continuous deployment
Refers to a service or other configuration item operating in the live environment.
live
A report or metric that serves as a starting point against which progress or change can be assessed.
baseline
An MVP is a product with just enough features to satisfy early customers, and to provide feedback for future product development.
What does MVP stand for?
minimum viable product
A version of a service or other configuration item, or a collection of configuration items, that is made available for use.
release
A flaw or vulnerability that may cause incidents.
error
A test implementation of a service with a limited scope in a live environment
pilot
The full set of stages, transitions, and associated statuses in the life of a service, product, practice, or other entity.
lifecycle
All of the hardware, software, networks, and facilities that are required to develop, test, deliver, monitor, manage, and support IT services.
IT infrastructure
A request from a user or a user’s authorized representative that initiates a service action which has been agreed as a normal part of service delivery.
service request
A complete set of products and services that are managed throughout their lifecycles by an organization.
service portfolio
A documented description of the properties of a product, service, or other configuration item.
specification
A documented description of the properties of a product, service, or other configuration item.
specification
The practice of aligning an organization’s practices and services with changing business needs through the ongoing identification and improvement of all elements involved in the effective management of products and services.
continual improvement practice
An important metric used to evaluate the success in meeting an objective.
KPI
KPI is an important metric used to evaluate the success in meeting an objective.
What does KPI stand for?
key performance indicator
The practice of maintaining and improving the effective, efficient, and convenient use of information and knowledge across an organization.
knowledge management practice
A measure of the amount of work performed by a product, service, or other system over a given period of time.
throughput
The first component of the SVS is ___.
a) the seven ITIL guiding principles
b) governance
c) management practices
d) The Service Value Chain
a) the seven ITIL guiding principles
The SVS describes how all ___ and ___ of the organization work together as a system to enable value creation.
a) processes; functions
b) information; technology
c) components; activities
d) partners; suppliers
c) components; activities
“Think and work holistically” is the 5th ITIL guiding principle: work on the service, not just its parts; integrating ___.
a) the activities of the service value chain
b) information, technology, organization, people, practices, partners, and agreements
c) people, process, and technology
d) all of the other guiding principles
b) information, technology, organization, people, practices, partners, and agreements
Work that is uniformed by what exists and is leverageable ___.
a) is an approach that can be effective, since a lot of time can be taken up surveying what exists that could be applied to creating something new
b) wastes a lot of resources
c) is an approach that can be efficient, since a lot of time can be taken up surveying what exists that could be applied to creating something new
d) reduces the need for resources
b) wastes a lot of resources
Can all seven ways be used to apply all seven ITIL guiding principles?
a) Yes.
b) No. Only the first four can be used.
c) No. Only the last three can be used.
d) No. Which ways can be used to apply which principles is situation-dependent.
a) Yes.
___ is the value chain activity that ensures service components are available when and where they are needed, and that they meet agreed specifications.
a) Obtain/build
b) Plan
c) Deliver and support
d) Engage
a) Obtain/build
___ is the value-chain activity that provides a good understanding of stakeholder needs, transparency, and continual engagement and good relationships with all stakeholders.
a) Improve
b) Plan
c) Deliver and support
d) Engage
d) Engage
The service value chain is a(n) ___ for service providers that covers all the key activities required to effectively manage products and services.
a) operating model
b) process
c) lifecycle
d) function
a) operating model
What question should be asked during the first step of the ITIL continual improvement process?
a) How do we get there?
b) Where are we now?
c) Where do we want to be?
d) What is the vision?
d) What is the vision?
What is the central element in ITIL that converts inputs to outputs?
a) Governing body
b) IT infrastructure
c) Plan value chain activity
d) Service Value Chain
d) Service Value Chain
