Glossary Terms Flashcards
What is the definition of Service?
A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks.
What is the definition of Utility?
The functionality offered by a product or service to meet a particular need.
What is the definition of Warranty?
Assurance that a product or service will meet agreed requirements.
What is the definition of Customer?
The role that defines the requirements for a service and takes responsibility for the outcomes of
service consumption.
What is the definition of User?
The role that uses services.
What is the definition of Service Management?
A set of specialized organizational capabilities for enabling value for customers in the form of services.
What is the definition of Sponsor?
The role that authorizes budget for service consumption. Can also be used to describe an organization or individual that provides financial or other support for an initiative.
Describe Cost
The amount of money spent on a specific activity or resources (Cost can be expressed in non-monetary terms, such as time spent, people allocated, etc.)
Describe Value
The perceived benefits, usefulness, and importance of something.
Describe Organization
A person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives.
Describe Outcome
A result for a stakeholder enabled by one or more outputs.
Describe Output
A tangible or intangible deliverable of an activity.
Describe Risk
A possible event that could cause harm or loss, or make it more difficult to achieve objectives. Can also be defined as uncertainty of outcome, and can be used in the context of measuring the probability of positive
outcomes as well as negative outcomes.
Describe Utility
Utility can be summarized as ‘what the service does’ and can be used to determine whether a service is ‘fit for purpose’. To have utility, a service must either support the performance of the consumer or remove constraints from the consumer. Many services do both.
Describe Warranty
Warranty can be summarized as ‘how the service performs’ and can be used to determine whether a service is ‘fit for use’
What is a Service Offering?
A formal 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 service actions.
What is Service Relationship Management?
Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings.
What is Service Provision?
Activities performed by an organization to provide services and/or goods.
What is Service Consumption?
Activities performed by an organization to consume services and/or goods.
Describe the ITIL Guiding Principles
Recommendations that can guide an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure.
Name the 7 Guiding Principles
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
Which Guiding Principle “Maps everything directly or indirectly to value for the stakeholders”?
Focus on Value.
Which Guiding Principle “Identifies what can be reused”?
Start where you are.
Which Guiding Principle “Takes an incremental approach and resists doing everything all at once”?
Progress iteratively with feedback.
Which Guiding Principle “Is about working with others and sharing information”?
Collaborate and promote visibility.
Which Guiding Principle “Considers the 4 dimensions of service management and encourages end to end visibility”?
Think and work holistically.
Which Guiding Principle “Starts uncomplicated and adds and attempts to eliminate anything that does not produce value”?
Keep it simple and practical, KISP.
Which Guiding Principle “Maximizes the value of technical and human resources and considers all othe Guiding Principles”?
Optimize and Automate.
“Recommendations that can guide an organization in all circumstances, regardless of changes in its goals,
strategies, type of work, or management structure” refers to?
ITIL guiding principles
The guiding principle, “Focus on Value” refers to?
Value= customer experience Map everything directly or indirectly to value for the stakeholders Who are the stakeholders? What is their perspective of value? What is the Customer Experience (CX)? Objective measures Subjective measures
The guiding principle, “Start where you are” refers to?
Identify what can be reused (what exists that is fit for purpose and fit for use)
Equipment Tools Processes Activities, Partners, People, Documentation, Methods
Use measurement and observe directly for best results
The guiding principle, “Progress iteratively with feedback” refers to?
Take an incremental approach (don’t try to produce a finished product all at once)
Resist doing everything all at once
Strive for MVPs (Minimum Viable Product) Minimum that needs to be done to create value
Gather Feedback
Make adjustments on the fly
The guiding principle, “ Collaborate and promote visibility” refers to?
Working with others (destroy silos)
The best ideas typically come from unlikely sources
Inclusion is typically better than exclusion
Sharing information with others
Build trust
Buy-in
The guiding principle, “Think and work holistically” refers to?
Nothing stands alone
Consider the 4 Dimensions
Have end to end visibility
The guiding principle, “Keep it simple and practical” refers to?
Fewer steps
Focus on Value
Eliminate (anything that does not produce value
Start uncomplicated and add
The guiding principle. “Optimize and automate” refers to?
Maximize the value of technical and human resources. Consider all other Guiding Principles Automate standard and repeating tasks Reduce cost Reduce human error Increase experience
What is “A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks”?
Service
What is “The functionality offered by a product or service to meet a particular need”?
Utility
What is “Assurance that a product or service will meet agreed requirements”?
Warranty
What is “A role that defines the requirements of a service and takes responsibility for the outcomes of service consumption”?
Customer
What is “A role that uses services”?
User
What is “A set of specialized organizational capabilities for enabling value for customer in the form of services”?
Service Management
What is “A role that authorizes budget for service consumption”?
Sponsor
What is “The amount of money spent on a specific activity or resources”?
Cost
What is “The perceived benefits, usefulness, and importance of something”?
Value
What is “A person or group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives”?
Organization
What is “The result for a stakeholder enabled by one or more outputs”?
Outcome
What is “A tangible or intangible deliverable of an activity”?
Output
What is “A possible event that could cause harm or loss or make it more difficult to achieve objectives”?
Risk
What is “The functionality offered by a product or service to meet a particular need”?
Utility
What is “Assurance that a product or service will meet agreed requirements”?
Warranty
What is “A formal 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 service actions”?
Service Offering
What is “Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offering”?
Service Relationship Management
What is “Activities performed by an organization to provide services and/or goods”?
Service Provision
What is “Activities performed by an organization to consume services and/or goods”?
Service Consumption
What is the ITIL Service Value Chain (SVC)?
An operating model for service providers that covers all the key activities required to effectively manage products and services
What is the ITIL Service Value System (SVS)?
A model representing how all the components and activities of an organization work together to facilitate value creation.
What are the five components of the Service Value System?
1) Guiding Principles, 2) Continual Improvement, 3) Governance, 4) Practices, 5) Service Value Chain
What are the 4 Dimensions of Service Management (4Ds)?
1) Organizations and People, 2) Partners and Suppliers, 3) Information and Technology, 4) Value Streams and Processes
Which of the 4 Dimensions is concerned with Roles and Responsibilities, Formal Organizational Structures, Culture, Staffing and Competencies?
organizations and people
One of the four dimensions of service management. It ensures that the way an organization is structured and
managed, as well as its roles, responsibilities, and systems of authority and communication, is well defined and supports its overall strategy and operating model.
organizations and people
One of the four dimensions of service management. It includes the information and knowledge used to deliver
services, and the information and technologies used to manage all aspects of the service value system
information and technology
Which of the 4 Dimensions is concerned with Knowledge, storage, applications, inventory systems, communication systems?
Information and Technology
Which of the 4 Dimensions is external to the organization and is concerned with partners and suppliers?
Partners and Suppliers
Partners….
Share goals and risks and can also provide goods and services
Suppliers….
Provide goods and services (do not share in goals or risks)
“_________” share goals and risks and can also provide goods and services
Partners
“________” provide goods and services (do not share in goals or risks)
Suppliers
Which of the 4 Dimensions defines what is needed to achieve objectives
Value Streams and Processes
One of the four dimensions of service management. It defines the activities, workflows, controls, and procedures needed to achieve the agreed objectives
value streams and processes
A series of steps an organization undertakes to create and deliver products and services to consumers
Value Stream
A model providing a structured approach for implementing improvements
The Continual Improvement Model (CIM)
The means by which an organization is directed and controlled?
Governance
What is Governance
The means by which an organization is directed and controlled
What are the Governing Activities?
Evaluate, Direct, Monitor
Any financially valuable component that can contribute to the delivery of an IT product or service
IT Asset
Any change of state that has significance for the management of a service or other configuration item
Event
Any component that needs to be managed in order to deliver an IT service
Configuration Item (CI)
The addition, modification, or removal of anything that could have a direct or indirect effect on services
Change
An unplanned interruption to a service or reduction in the quality of a service
Incident
A cause, or potential cause, of one or more incidents
Problem
A problem that has been analysed but has not been resolved
Known Error
A solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available. Some workarounds reduce the likelihood of incidents
Workaround
