Activities of the Service Chain Flashcards
What is the main purpose of the “Plan” activity in the Information Technology Infrastructure Library (ITIL) service value chain?
Ensure shared understanding of the vision for all 4 dimensions and all products and services across the organization.
What does the “Improve” activity in the Information Technology Infrastructure Library (ITIL) service value chain aim to achieve?
The “Improve” activity focuses on continuously enhancing service management practices and services, ensuring they remain effective and aligned with changing business needs.
What is the primary goal of the “Engage” activity in the Information Technology Infrastructure Library (ITIL) service value chain?
The “Engage” activity is focused on understanding and communicating with stakeholders, including customers, to ensure their needs are clearly understood, and expectations
How do the “Plan,” “Improve,” and “Engage” activities in the Information Technology Infrastructure Library (ITIL) service value chain work together to support service management?
ogether, “Plan,” “Improve,” and “Engage” form a comprehensive approach to service management by setting strategic direction, encouraging continual service and practice enhancement, and maintaining a focus on stakeholder engagement and communication.
What is the main focus of the “Design and Transition” activity in the Information Technology Infrastructure Library (ITIL) service value chain?
The “Design and Transition” activity primarily focuses on developing and deploying new or changed IT services, ensuring they meet business requirements and are transitioned into live environments effectively.
What is the primary goal of the “Obtain and Build” activity in the Information Technology Infrastructure Library (ITIL) service value chain?
That’s right! The “Obtain and Build” activity centers on acquiring, building, and compiling the components and resources necessary to create or modify IT services, readying them for deploymen
What is a problem in the context of IT service management?
A successful change implemented in the IT service infrastructure
The underlying cause of one or more incidents
An immediate need to replace IT hardware or software
A request for information or advice regarding IT services
A problem is the underlying cause of one or more incidents. Identifying and resolving problems is crucial to preventing the recurrence of incidents.
What is the primary goal of continual service improvement (CSI) in the Information Technology Infrastructure Library (ITIL)?
To reduce the operational costs of IT services by outsourcing
To resolve individual IT incidents and problems as they occur
To enhance the efficiency, effectiveness, and adaptability of IT services and processes
To design new IT services based on current technology trends
To enhance the efficiency, effectiveness, and adaptability of IT services and processes.
The primary goal of CSI is to continually improve the efficiency, effectiveness, and adaptability of IT services and processes, ensuring they continually meet or exceed business and customer expectations.
What is a key feature of the Information Technology Infrastructure Library (ITIL) continual improvement model?
It follows an iterative approach that starts with understanding the vision, assessing the current state, and defining improvement steps.
It is a seven-step process that begins with defining what you should measure.
It requires annual reviews to align IT services with business objectives.
It mandates specific technology solutions for improvement.
The ITIL continual improvement model is an iterative process that begins with understanding the organization’s vision, assessing the current state, and then systematically defining and implementing steps for improvement, allowing for continuous alignment with business objectives.
Name the value chain activities
- Plan
- Improve
- Engage
- Design and transition
- Obtain and Build
- Deliver and Support
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