C846-4 Flashcards
Every organization is directed by a(n) ____________
Governing Body
The ______________ is accountable for the organization’s compliance with policies and external regulations.
Governing Body
_____________ is a system by which an organization is directed and controlled.
Governance
Governance is realized through the following activities:
Evaluate
Direct
Monitor
The _____________ of an organization maintains oversight of the SVS.
Governing Body
What represents options or possibilities to add value for stakeholders or otherwise improve the organization?
Opportunity
What is the need or desire for products and services among internal and external consumers.
Demand
Organizational Governance, Service Management, Continual Improvement, and the Organization’s Capabilities and Resources are examples of ______________.
Elements
What describes how all components and activities of the organization work together as a system to enable value creation?
ITIL SVS
What are recommendations that can guide an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure referred to as?
Guiding Principles
A set of interconnected activities that an organization performs to deliver a valuable product or service to its consumers and to facilitate value realization.
Service Value Chain
Sets of organizational resources designed for performing work or accomplishing an objective.
Practices
A recurring organizational activity performed at all levels to ensure that an organization’s performance always meets stakeholders’ expectations.
Continual Improvement
What is the purpose of the SVS?
To ensure that the organization continually co-creates value with all stakeholders through the use and management of products and services.
One of the biggest challenges an organization can face when trying to work effectively and efficiently with a shared vision is the presence of organizational _________.
Silos
Who/What is usually resistant to change and can prevent easy access to the information and specialized expertise that exists across the organization?
Silos
The Continual Improvement and overall operation of an organization are shaped by the ______
ITIL Guiding Principles
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.
Agile
An organizational culture that aims to improve the flow of value to costumers. Focuses on culture, automation, lean, measurement, and sharing
DevOps
C.A.L.M.S.
Culture, Automation, Lean, Measurement, Sharing
For an organization to be successful, it must achieve ____________________ to support internal changes, and ____________________ to withstand and even thrive in changing external circumstances.
Organizational Agility
Organizational Resilience
The ability of an organization to move and adapt quickly, flexibly, and decisively to support internal changes.
Organizational Agility
The ability of an organization to anticipate, prepare for, respond to, and adapt to both incremental changes and sudden disruptions from an external perspective.
Organizational Resilience
Triggers activities within the ITIL SVS, and activities lead to the creation of value. Are always entering into the system, but the organization does not automatically accept all.
Opportunity and Demand
Represents options or possibilities to add value for stakeholders or otherwise improve the organization.
Opportunities
Represents the need or desire for products and services from internal and external customers
Demand
