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ITIL V4 > Definitions > Flashcards

Definitions Flashcards

1
Q

Define a Service

A

A means of enabling value co-creation by facilitating outcomes customers want to achieve without the customer having to manage specific costs and risks.

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2
Q

Define a Product

A

A configuration of an organization’s resources designed to offer value for a customer

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3
Q

Define Service Management

A

A set of specialized organizational capabilities for providing value to customers in the form of services.

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4
Q

Define IT Service Management

A

The implementation and management of quality IT services that meet business need. Provided by service providers through a mix of people, process and technology.

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5
Q

Define Value

A

The perceived benefits, usefulness and importance of something.

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6
Q

Define an Organization

A

A person or a group of people that has its own functions with responsibilities, authorities and relationships to achieve its objectives.

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7
Q

Define a Customer

A

A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption.

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8
Q

Define a User

A

A person who uses services.

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9
Q

Define a Sponsor

A

A person who authorizes budget for service consumption.

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10
Q

Define a Service Offering

A

A description of one or more services, designed to address the needs of a target consumer group. A service offering may include: goods, access to resources and/or service actions.

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11
Q

What is a Good?

A

A service offering where ownership is transferred to the customer.

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12
Q

What is “Access to Resources”?

A

A service offering where ownership is NOT transferred to the customer, but access IS provided.

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13
Q

What is a “Service Action”?

A

A service offering is performed by the provider to address a consumer need, providing support.

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14
Q

Define a Service Relationship

A

A co-operation between a service provider and service consumer.

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15
Q

Define a Service Provision

A

Activities performed by an organization to provide services: (a) access to a system or (b) management of resources to provide services.

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16
Q

Define Service Consumption

A

Activities performed by an organization to consume services.

17
Q

Define Service Relationship Management

A

joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings.

18
Q

Define Value Stream

A

A series of steps an organization undertakes to create and deliver products and services to consumers.

19
Q

What does SVS stand for?

A

Service Value System

20
Q

What does SVS (Service Value System) do?

A

It defines how components and activities work together to facilitate VALUE CREATION.

Customer Need, Opportunity and Demand is the INPUT.

21
Q

What are the components of the SVS?

A

Guiding Principles - (Recommendations)
Governance - (Evaluate Stakeholder Needs & Compliance)
Service Value Chain - (Operating Model, visualize the activities)
Practices - (Resources Needed)
Continual Improvement - (Improvement within the Operating Model)

22
Q

What is the difference between Cost Removed vs. Cost Imposed?

A

Cost Removed from the customer by the service being hired (think: hiring a yard man)

Cost Imposed: The cost of the service.

23
Q

What is Risk?

A

A possible event that could cause harm or loss, or make it more difficult to achieve objectives.

24
Q

What are the two factors of Value Creation?

A

Utility and Warranty

25
Q

What is Utility?

A

Utility defines if it’s “For for Purpose”

What is the functionality offered by a product or service to meet a particular need.

26
Q

What is Warranty?

A

Warranty defines “Fit for Use”

The assurance that a product or service will meet agreed requirements.

27
Q

What is an Output?

A

A tangible or intangible deliverable of an activity. It “contributes” to the outcome.

28
Q

What is an Outcome?

A

A RESULT for a stakeholder enabled by one or more outputs.

29
Q

What is a Process?

A

A set of interrelated or interacting activities that transform inputs into outputs.

30
Q

What are the characteristics of a Process?

A

Responds to a specific event or has a trigger.

Delivers a specific result.

Delivers value or primary results to a customer or stakeholder.

Measureable

31
Q

What is a Practice?

A

A set of organizational resources designed for performing work or accomplishing an objective. These resources are grouped into the four dimensions of service management.

32
Q

What are the four dimensions of Service Management?

A

Organizations & People (R&R)
Information & Technology
Partners & Suppliers
Value Streams & Processes

33
Q
A

ITIL V4 (1 decks)

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