C846 - 1 Flashcards
ITIL
Information Technology Infrastructure Library
SVS
Service Value System
A model representing how all components and activities of an organization work together to facilitate value creation
Service Value System (SVS)
ITSM
Information Technology Service Management
Core Components of the ITIL SVS
Service Value Chain Practices Guiding Principles Governance Continual Improvement
A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and tasks
Service
A set of specified organizational capabilities for enabling value for customers in the form of services
Service Management
A formal description of one or more services, designed to address the needs of a target consumer group. This may include goods, access to resources, and service actions
Service Offering
A cooperation between a service provider and service consumer. This includes service provision, service consumption, and service relationship management
Service relationship
Activities performed by an organization to provide services
Service Provision
____________ is/are performed by the service provider to address a consumer’s needs. Performed according to an agreement with the consumer.
Service Actions
Activities performed by an organization to consume services
Service Consumption
Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings
Service Relationship Management
The functionality offered by a product or service to meet a particular need.
Utility
Assurance that a product or service will meet agreed requirements.
Warranty
The role that defines the requirements for a service and takes responsibility for the outcomes of service consumption
Customer
The role that uses services
User
The role that authorizes budget for service consumption
Sponsor
A configuration of an organization’s resources designed to offer value for a consumer
Product
A person or group that has its own functions with responsibilities, authorities, and relationships to achieve its objectives
Organization
Supplied to the consumer. Ownership is transferred to the consumer. The consumer takes responsibility for future use.
Goods
Ownership is not transferred to the consumer. “It” is granted or licensed to the consumer under agreed terms and conditions. The consumer can only use the resources during the agreed consumption period and according to other agreed service terms.
Access to Resource
The amount of money spent on a specific activity or resource
Cost
The perceived benefits, usefulness, and importance of something. _______ is subject to the perception of the stakeholders.
Value
A result for a stakeholder enabled by one or more outputs
Outcome
A tangible or intangible deliverable of an activity
Output
A possible event that could cause harm or loss, or make it more difficult to achieve objectives. Can also be defined as uncertainty of outcomes and can be used in the context of measuring the probability of positive outcomes as well as negatives.
Risk
The purpose of an organization is to create ________ for stakeholders
Value
CIO
Chief Information Officer
CFO
Chief Financial Officer
CSF
Critical Success Factors
A necessary precondition for the achievement of intended results
Critical Success Factors (CSF)
A necessary precondition for the achievement of intended results
Critical Success Factors (CSF)
The way the organizations co-create value with their consumers through service relationships is the key focus of ___________________.
Service Management
A _____________ owns a part of a public company through stocks
Shareholder
The central component of service management is the ________.
Service
______________ are configurations of an organizations’ resources, created by the organization, that will potentially be valuable for its customers.
Products
_____________________ present their services to consumers in the form of service offerings.
Service Providers
_________________ describe(s) one or more services based on one or more products.
Service Offerings
To provide value, an organization must do more than simply provide a service. It must also cooperate with the consumers in __________________.
Service Relationships
Achieving desired outcomes requires _____________.
Resources
Relationships are perceived as __________ only when they have more positive effects than negative.
Valuable
It is the duty of the ______ to manage the detailed level of risk on behalf of the consumer.
Provider
To evaluate whether a service or service offering will facilitate the outcomes desired by the consumers and therefore create value for them, the overall ________ and ________ of the service should be assessed.
Utility
Warranty
Both _______ and _______ are essential for a service to facilitate its desired outcomes and therefore help create value.
Utility
Warranty
