AI Flashcards
What is the main way organizations create value for themselves and their customers?
Services
What are some technological developments that have opened fresh opportunities for value creation?
- Cloud computing
- Infrastructure as a service (IaaS)
- Machine learning
- Blockchain
What are organizations embarking on major transformational programmes called?
Digital transformations
What is ITIL?
ITIL is the most widely adopted guidance on IT service management (ITSM) in the world
What does ITIL 4 bring to the industry?
ITIL 4 brings ITSM up to date by reshaping established practices and embracing new ways of working such as Lean, Agile, and DevOps
What are the key components of the ITIL 4 framework?
- ITIL service value system (SVS)
- Four dimensions model
What does the ITIL SVS represent?
The ITIL SVS represents how the various components and activities of the organization work together to facilitate value creation through IT-enabled services
What are the core components of the ITIL SVS?
- The ITIL service value chain
- The ITIL practices
- The ITIL guiding principles
- Governance
- Continual improvement
What does the ITIL service value chain provide?
An operating model for the creation, delivery, and continual improvement of services
How many key activities does the ITIL service value chain define?
Six
What does each ITIL practice support?
Multiple service value chain activities
What does the ITIL practices provide?
A comprehensive and versatile toolset for ITSM practitioners
What is the purpose of the ITIL guiding principles?
To guide an organization’s decisions and actions and ensure a shared understanding and common approach to service management
What does the ITIL SVS include?
Governance activities that enable organizations to continually align their operations with the strategic direction set by the governing body
What does ITIL provide organizations with?
A simple and practical improvement model to maintain resilience and agility
What are the four dimensions of service management in ITIL?
- Organizations and people
- Information and technology
- Partners and suppliers
- Value streams and processes
Why is it important to give each dimension of service management an appropriate amount of focus?
To ensure the service value system remains balanced and effective
What is the CIO’s vision for Axle?
To become the most recognized car-hire brand in the world and offer outstanding customer service while maintaining competitive rates
What are the changing customer expectations that Axle needs to address?
Immediate access to services via apps and online services
