Concepts Flashcards
1
Q
What are the Four Dimensions of Service Management
A
Organizations & People
Information & Technology
Partners & Suppliers
Value Streams & Processes
2
Q
What are the parts of the Service Value System
A
Guiding Principles Governance Service Value Chain Practices Continual Improvement
3
Q
What are the The Seven Guiding Principles
A
Focus on value Start where you are Progress iteratively with feedback Collaborate and promote visibility Think and work holistically Keep it simple and practical Optimize and automate
4
Q
What are the components of the Service Value Chain?
A
Demand Plan Improve Engage Design & Transition Obtain/build Delivery & Support Product & Services Value
5
Q
What are the three ITIL Practices
A
General management practices
Service management practices
Technical management practices
6
Q
Key concepts of creating value with services
A
Cost Value Organization Outcome Output Risk Utility Warranty
