C1) Introduction Flashcards
A person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives.
organization
The perceived benefits, usefulness, and importance of something.
value
The role that defines the requirements for a service and takes responsibility for the outcomes of service consumption.
customer
The ability of an organization, person, process, application, configuration item, or IT service to carry out an activity.
capability
A model for enabling on-demand network access to a shared pool of configurable computing resources that can be rapidly provided with minimal management effort or provider interaction
cloud computing
Something that influences strategy, objectives, or requirements
driver
A set of related projects and activities, and an organization structure created to direct and oversee them.
program
The addition, modification, or removal of anything that could have a direct or indirect effect on services.
change
A set of specialized organizational capabilities for enabling value for customers in the form of services.
service management
A set of organizational resources designed for performing work or accomplishing an objective.
practice
The sum of functional and emotional interactions with a service and service provider as perceived by a service customer.
customer experience (CX)
A series of steps an organization undertakes to create and deliver products and services to consumers.
value stream
The evolution of traditional business models to meet the needs of highly empowered customers, with technology playing an enabling role
digital transformation
An approach that focuses on improving workflows by maximizing value through the elimination of waste.
Lean
The means by which an organization is directed and controlled.
governance
A model representing how all the components and activities of an organization work together to facilitate value creation.
service value system (SVS)
A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks
service
An operating model for service providers that covers all the key activities required to effectively manage products and services.
ITIL service value chain
Recommendations that can guide an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure
ITIL guiding principles
A representation of a system, practice, process, service, or other entity that is used to understand and predict its behavior and relationships.
model
Input to the service value system based on opportunities and needs from internal and external stakeholders.
demand
A person or organization that has an interest or involvement in an organization, product, service, practice, or other entity.
stakeholder
A set of values that is shared by a group of people, including expectations about how people should behave, ideas, beliefs, and practices
culture
A subset of the IT infrastructure that is used for a particular purpose, for example a live environment or test environment. Can also mean the external conditions that influence or affect something.
environment
The four perspectives that are critical to the effective and efficient facilitation of value for customers and other stakeholders in the form of products and services.
four dimensions of service management
One of the four dimensions of service management. It ensures that the way an organization is structured and managed, as well as its roles, responsibilities, and systems of authority and communication, is well defined and supports its overall strategy and operating model.
organizations and people
One of the four dimensions of service management. It includes the information and knowledge used to deliver services, and the information and technologies used to manage all aspects of the service value system.
information and technology
One of the four dimensions of service management. It encompasses the relationships an organization has with other organizations that are involved in the design, development, deployment, delivery, support, and/or continual improvement of services.
partners and suppliers
One of the four dimensions of service management. It defines the activities, workflows, controls, and procedures needed to achieve the agreed objectives.
value streams and processes
A formal description of one or more services, designed to address the needs of a target consumer group. A ___ may include goods, access to resources, and service actions.
service offering
A practical and human-centered approach used by product and service designers to solve complex problems and find practical and create solutions that meet the needs of an organization and its customers.
design thinking
An organizational culture that aims to improve the flow of value to customers. ___ focuses on culture, automation, Lean, measurement, and sharing (CALMS).
DevOps
An umbrella term for a collection of frameworks and techniques that together enable teams and individuals to work in a way that is typified by collaboration, prioritization, iterative and incremental delivery, and timeboxing. There are several specific methods (or frameworks) that are classes as ___, such as Scrum, Lean, and Kanban.
Agile
A way of working that has been proven to be successful by multiple organizations.
best practice
Best-practice guidance for IT service management.
ITIL
