Definitions

Question 1

What does ITIL stand for?

Answer 1

It originally stood or the Information Technology Infrastructure Library, but now just means ITIL and is better described as ITSM (Service Management).

Question 2

Define: ITIL

Answer 2

The most widely adopted guidance framework for service management which you adopt and adapt

Question 3

Define: Service Value System

Answer 3

A model for representing how all the components and activities of an organization work together to facilitate value creation

Question 4

What are the inputs for the SVS? (4)

Answer 4

Options, Possibilites, Needs, and Desires

Question 5

What are the functions of the SVS? (2)

Answer 5

To add value to an existing service for stakeholders and To provide a new service and therefore, new value to stakeholders

Question 6

What is the output of the SVS based on? (1)

Answer 6

The outcomes of stakeholder needs

Question 7

Define: Value

Answer 7

The perceived benefits, usefulness, and importance of something

Question 8

Define: Guiding Principle

Answer 8

Reccommendations that can guide an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure

Question 9

What are the 7 guiding principles?

Answer 9

Focus on value, start where you are, progress iteratively with feedback, collaborate and promote visibility, think and work holistically, keep it simple and practical, and optimize and automate

Question 10

Define: Governance

Answer 10

The means by which an organization is directed and controlled through policies and regulations

Question 11

What are the governing activities? (3)

Answer 11

Evaluate, Direct, and Monitor

Question 12

What are the roles of governance in SVS? (3)

Answer 12

Driven from top down with parts delegated as needed, governing body is accountable for an organization’s compliance, and the governing body needs to retain oversight

Question 13

Define: Practices

Answer 13

A set of organizational resources designed for preforming work or accomplishing an objective

Question 14

Define: Service Value Chain

Answer 14

An operating model for service providers that covers all the key activities required to effectively manage products and services

Question 15

What are the components of the SVS? (7)

Answer 15

Opportunity/Demand, Value, Guiding Principles, Practices, Continual Improvement, Governance, and Service Value Chain

Question 16

What are the four dimensions of Service Management?

Answer 16

Organizations and People, Information and Technology, Partners and Suppliers, and Value Streams and Processes

Question 17

Define: Four Dimensions of Service Management

Answer 17

The four perspectives that are critical to the effective facilitation of value for customers and other stakeholders in the form of products and services

Question 18

What factors are involved in the four dimensions of SM? (6)

Answer 18

Political, Economic, Social, Technological, Legal, and Environmental