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ITIL Foundation > Deck 1 > Flashcards

Deck 1 Flashcards

1
Q

What does the service value system describe?

A

How all components and activities of the organisation work together to enable value creation

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2
Q

What are the components of the SVS?

A

Guiding principles
Governance
service value chain
practices
continual improvement

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3
Q

What are guiding principles

A

Recommendations that guide the organisation in all circumstances

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4
Q

What is governance

A

The means by which the organisation is directed and controlled

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5
Q

What is the service value chain

A

A set of interconnected activities that an organisation performs to deliver a product or service

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6
Q

what are practices

A

sets of organisational resources designed for performing work

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7
Q

What are the 4 dimensions of service management

A
  • Organisations and people
  • partners and suppliers
  • information and technology
  • processes and value streams
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8
Q

What is service management

A

A set of specialised organisational capabilities for enabling value for customers in the form of services

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9
Q

What is value

A

the perceived benefits, usefulness and importance of something
- value is co-created
- value is subjective
- active collaboration between consumers and providers

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10
Q

What are service providers

A

they take on the role of provisioning services

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11
Q

What is a service consumer

A

an organisation receiving services they take on the role of service consumer

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12
Q

What is a user

A

The role that users servicesh

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13
Q

what is a consumer

A

The roles that defines requirements and takes responsibility for the outcomes of service consumption

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14
Q

What is the sponser

A

The roles that authorises the budget for service consumption

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15
Q

what is an organisation

A

An organisation is a person/group that has it;sown functions with responsibilities, authorities and relationships to achieve objectives
- an orgnaisation can be both a service provider and a service consumer

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16
Q

What is a service?

A

A means of enabling value co-creation by facilitating outcomes that customers want to achieve
- the services that an organisation provides are based on one or more of it’s products

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17
Q

What is a product

A

A configuration of an organisations resources designed to offer value for a consumer

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18
Q

what is a service offering

A

a description of one or more services, designed to address the needs of a target consumer group. (can be labelled as a package)

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19
Q

What is a service relationship?

A

A cooperation between service providers and service consumers

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20
Q

What is a service provision?

A

Activities performed by an organisation to provide services

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21
Q

What is service consumption?

A

activities performed by an organisation to consumer services

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22
Q

What is service relationship management?

A

Joint activities performed by service providers and consumers to ensure continual value co-creation based on agreed and available service offerings

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23
Q

What is the service relationship model ?

A

when a service provider provides products/services to a consumer, they can then use this to provide products/services to their consumers

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24
Q

when are service relationships percieved as valueable?

A

When they have more positive than negative effects

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25
Q

What is an output

A

A tangible or intangible deliverable

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26
Q

What is an outcome

A

a result for a stakeholder enabled by one or more outputs, out comes focus on customer experience

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27
Q

What is a cost?

A

The amount of money spent on a specific activity or resource

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28
Q

What are the two costs a consumer is interested in?

A

Costs removed by the service and costs imposed by the service

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29
Q

What is a risk?

A

A possible event that could cause hard or less or make it more diffiuclt to achieve objectives
- can be dines as uncertainty of outcomes

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30
Q

What is utility?

A

The functionality offered by a product or service
- what the product does

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31
Q

What is warranty

A

An assurance of the agreed requirements
- how the service performs

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32
Q

a service is a means of enabling value … by faciliting outcomes that customers want to achieve

A

Co-creation

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33
Q

What relationship does the roles of the sponser have to services

A

they authorise the budget for service consumption

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34
Q

What is the definition of utility

A

The functionality offered by a product or service to meet a particular need

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35
Q

What are inputs of the SVS?

A

opportunities and demand

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36
Q

What are opportunities

A

They represent options or possibilities to add value for stakeholders or otherwise improve the organisation

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37
Q

What is demand

A

the need or desire for products or services among internal and external consumers

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38
Q

What is outcome of the svs

A

the outcome of the svs is value (the outcome in general is results for the stakeholder)

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39
Q

What are guiding principles?

A

They guide an organisation in all cirumstances

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40
Q

What supports successful actions and good decisions?

A

The guiding principles

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41
Q

What is governance

A

they control and direct the organisation

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42
Q

What is the service value chain

A

its a set of interconnected activities that an organisation performs to responds to demand and facilitate value realisation

43
Q

what are practices

A

a set of organisational resources designed for performing work or accomplishing an objective (resources are grouped into 4 dimensions)

44
Q

what is continual improvement

A

A recurring organisational activity performed at all levels to ensure that an organisations performance continually meets stakeholders expectations

45
Q

The continual improvement model applies to:

A

the service value system, products and services, components and relationships
- it takes place in all areas of the organisation and everyone contributes

46
Q

What does the service value chain outline?

A

the key activities required to respond to demand and facilitate value creation
- each value chain activity contributes to the value chain by transforming specific inputs into outputs

47
Q

Service value cahin

A

Has 6 activities
- plan, improve, engage, design and transition, obtain and build, design and support

48
Q

what are service value streams

A

these are used to carry out certain tasks
- they combine specific activities and practices

49
Q

When are service value steams used

A
  • resolving an incident
  • adding new functionality to an existing application
  • implementing a whole new service
50
Q

What is a plan stage of the service value chain

A
  • communicates vision, ensures a shared vision, current status and improvement direction for all 4 dimensions + products and services
51
Q

What is the improve stage of the service value chain

A

ensures continual improvement of products, services and practices across all value chain activieis

52
Q

What is a engage stage of the service value chain

A

To provide a good understanding of stakeholder needs, transparency and continual engagement and good relationships with all stakeholders

53
Q

What is a design and transition stage of the service value chain

A

Ensures all products and services continually meet stakeholder expectations for quality, costs and time to market

54
Q

What is a obtain and build stage of the service value chain

A

Ensures that service components are available when and where they are needed

55
Q

What is a deliver and support stage of the service value chain

A

Ensures services are delivered and supported according to agreed specification and stakeholders expectations

56
Q

key principles of service value chain activities

A

incoming/outgoing interactions with external parties are performed via engage

57
Q

what is the purpose of the service desk

A

to capture demand for incident resolution and service requests
- be the entry point and single point of contact for the service provider with all of it’s users

58
Q

What does the service desk need to do

A

have an understanding of the wider business
- includes classification and ownership of queries and requests from users

59
Q

What is an incident

A

an unplanned interruption to a service or reduction in the quality of a service

60
Q

What is the purpose of incident management

A

To minimise the negative impact of incidents by restoring normal service operation as quickly as possible

61
Q

What should happen to every incident?

A

It should be logged and recorded
- tools provide automated matching of incidents to known errors

62
Q

Why is categorisation of incidents important?

A

So we can direct them to the correct teams to deal with them

63
Q

what is the purpose of problem management

A

To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors

64
Q

Problems are different to incidents

A

problems are the (root) causes of incidents

65
Q

What do problems require

A

They require investigation and analysis to identify the root causes, develop workarounds and recommend long term resolutions
- they reduce the impact and number of future incidents

66
Q

what is a problem

A
  • a cause or potential cause of one or more incidents
67
Q

What is a known error

A

an analysed problem that has not been resolved

68
Q

What are the 3 stages of problem management

A

Problem identification
problem control
error control

69
Q

what does the problem identification do

A

involves logging and identifying problems
- performing trend analysis
analysing information from suppliers and partners

70
Q

what does problem control involve

A

includes problem analysis, documenting work arounds and known errors

71
Q

What is error control

A

Manages known errors including identification of potential permanent solutions
- e.g. if a workaround becomes the permenant way of dealing with something
- error control regularly reasesses the status of known errors that aren’t resolved

72
Q

how does problem management typically initiate resolution

A

via change enablement

73
Q

what is service request management

A

it supports the agreed quality of service by handling all pre-defined, user initiated service requests
- initiated by a user or an authorised representative of the user
- supports managing feedback and compliments and complaints from users

74
Q

what does service request management need

A

well designed processes and procedures
policies for approvals need to be established
fulfilment timescales need to be clearly agreed

75
Q

What is service level management

A

purpose is to set clear business based targets for service levels to ensure deliver of services can be properly assess and monitored against targets

76
Q

service level management

A

uses reporting of relevant metrics
- performs service reviews
- captures and reports on service issues including performance against defined service levels
- uses SLAs

77
Q

service level management

A
  • SLAs
  • related to defined outcomes not just metrics
  • simply written and easy for stakeholders to understand
  • agreed between consumer and provider
78
Q

what is change enablement?

A

Maximises the number of successful IT changes by ensuring risks have been assessed, authorising changes to proess and managing a change schedule

79
Q

what is a change

A

the addition, modificiation or removal of anything that could have a direct or indirect effect on services

80
Q

what should all changes have?

A

all changes should be assessed by people who understand the risks and the expected benefits
- changes need to be authorised before deployment

81
Q

What is change authority

A

the person or group who authorises a change
- the correct change authority is assigned to each type of change

82
Q

change schedule

A

captures proposed changes to help plan changes and avoid conflicts

83
Q

what are the 3 types of change?

A

Emergency, normal, standard

84
Q

emergency change

A

change must be implemented asap

85
Q

normal change

A

needs to be scheduled, assessed and authorised following a pre determined process

86
Q

standard change

A

low risk, pre-authroised change, well understood and fully documented, can be implemented without needing additional authorisation

87
Q

What is continual improvement

A

ongoing improvement
- it’s everyones responsibility
- ensures improvement with external suppliers and contractors takes place relevatnely

88
Q

continual improvement methods

A

use multiple methods, but not too many
- select a few key methods

89
Q

what is the continual improvement model

A
  • iterative approach
  • linked back to companies visions
  • steps don’t have to be carried out in a linear order
90
Q

guiding principlesq

A

universal and enduring

91
Q

Focus on value

A

everything an organisation does needs to link back to value
- value comes in various forms

92
Q

start where you are

A

identify existing items of value that can be reused before embarking on continual improvement

93
Q

progress iteratively with feedback

A

do it in multiple stages
- smaller, manageable chunks, complete in a timely manner
improvements can run in parallel

94
Q

progress iteratively with feedback

A

feedback should be sought before during and after each iteration to keep actions
- act, plan, check, do

95
Q

Collaborate and promote visibility

A

involve right people in the right way at the right time
- initial and ongoing collaboration ensures a clear understanding of the way forward
- allignment as work progresses

96
Q

poor visibility- analyse for

A
  • bottlenecks
  • understand flow of work in progress
  • uncover waste
97
Q

think and work hollistically

A

aligns with 4 dimensions of service management
- understand how all parts are integrated

98
Q

keep it simple and practical

A
  • check important elements are not removed
  • use minimum number of steps to achieve objective
  • start with uncomplicated approach then add to it
99
Q

optimise and automate

A

maximise values
- automation is using technologt to perform a series of steps correctly and consistently with no human interaction

100
Q

starting point of automation is to understand the organisations vision and objectives

A
101
Q

organisations and people

A

roles and responsibilities
formal organisational structures
culture
staffing
systems for communication
governance

102
Q

information and technology

A

workflow management systems
knowledge bases
communication systems
analystical tools
automated testing and deployment solution
inventory systems]

103
Q
A

ITIL Foundation (1 decks)

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