Business of IT (Extra 4) Flashcards
it defines the activities, workflows, controls, and procedures necessary to achieve agreed-upon objectives, In the context of the SVS, the value streams and processes dimension is concerned with how an organization’s various parts work in an integrated and coordinated way to enable value creation via products and services, This dimension focuses on the activities undertaken by the organization and how they’re organized. It also focuses on how the organization ensures that it’s enabling value creation for all stakeholders efficiently and effectively. ITIL provides a service provider organization with an operating model that covers all key activities required in the effective creation, delivery, and management of products and services. The service value chain (SVC), the core of the SVS, is a generic operating model that can, in practice, follow different patterns, which are called value streams. An organization should examine exactly how it performs work, and thus map all the value streams it can identify. Doing so enables the organization to analyze its current state and identify barriers to its workflow and non-value-adding activities (i.e. waste). Any wasteful activities should then be eliminated to increase productivity.
Value Streams and Processes Dimension
The purpose of the ___ is to ensure that the organization continually co-creates value with all stakeholders via the use and management of products and services.
Purpose of SVS
enables flexibility and discourages siloed working. The activities of the service value chain and the practices of the SVS don’t form a fixed, rigid structure. Instead, they can be combined in multiple value streams to address organizational needs in many different scenarios. Doing so requires continual improvement activities to be engaged in at all organizational levels.
The ITIL SVS architecture specifically …
applied to software development focus on the delivery of incremental changes to software products in response to the evolving needs of users. These methods foster a culture of continual learning, flexibility, and willingness to adopt and adapt new approaches to ever-changing needs. _____ techniques include, for example, “time-boxing” work, self-organizing and cross-functional teams, and ongoing communication and collaboration with customers and users.
Agile Methods …
software development and service management can both progress at a similar pace, share common terminology, and ensure that the organization continues to co-create value with all its stakeholders, such as : Streamlining practices such as change control, Establishing procedures to incorporate and prioritize management of unplanned interruptions (incidents), and to investigate causes of failure, Separating interactions, if necessary, between “systems of record” needed to manage services from “systems of engagement” used by software development teams. DevOps methods build on Agile software development and service management techniques by emphasizing close collaboration between the roles of software development and technical operations. It’s often said that DevOps combines software development techniques (Agile), good governance, and a holistic approach to value co-creation (ITIL), and an obsession with learning about and improving the way in which value is generated (Lean) by : Creating fast feedback loops from delivery and support to software development and technology operations (2) Streamlining value chain activities and value streams, so that demand for work can be quickly converted to value for multiple stakeholders (3) Differentiating deployment management from release management (4) Advocating a “systems view” that emphasizes close collaboration between enterprise governance, service teams, software development, and technology operations.
When Agile and ITIL are adopted together …
The guiding principles are applicable to virtually any initiative and to all relationships with stakeholders.
guiding principle info
is that all activities conducted by an organization should link back—directly or indirectly—to value for its customers, for its stakeholders, and for the organization itself.
The key message of the “focus on value” guiding principle
(1) Why the consumer uses the service, (2) What the service enables them to do, (3) How the services enable them to achieve their goals, (4) The role of cost/financial consequences for the consumer, (5) The risks incurred by the consumer
The Service Provider must know …
(1) Is defined by their needs, (2) Is achieved through intended outcomes, and optimization of costs and risks, (3) Changes over time, according to circumstances
Value for the Service Consumer …
When a customer receives a product they ordered, and it arrives as promised, and within the delivery time promised, the success of their experience is ___________ measurable (e.g. through repeat purchases).
Objective CX
