Introduction Flashcards
What is the main way that an organisation is able to create value for themselves and their customers?
Services
Are all services today mostly IT-enabled? (TRUE OR FALSE)
True
Is there benefit to a organisation for creating, expanding and improving their IT services? (TRUE or FALSE)
True, as most of the services today are IT-enabled.
What technologies have been developed and companies have used for fresh opportunities for value creation?
Cloud Computing, IaaS (Infrastructure as a Service), Machine Learning and Block Chain.
What is the most adopted IT service management guidance?
ITIL
In terms of wider context, how has ITIL 4 been updated from previous versions?
Customer Experience, Value Streams, Digital Transformation.
What are the two main components of ITIL?
Service Value System (SVS) and Four Dimensions Model.
What does the SVS represent?
How the components and activities work together so that they can enable value creation through IT-enabled services.
What does SVS stand for?
Service Value System
Can Activities within the SVC be combined in anyway to create new Value Streams? (TRUE or FALSE)
TRUE, as it is a flexible model.
What are the core components of the SVS?
Guiding Principles, Governance, SVC (Service Value Chain), Practices, Continual Improvement.
What is the central element of the SVS?
The SVC is the main component of the SVS.
What is the main thing that the SVC provides?
An operating model.
The SVC’s main function is to provide an operating model. What does the operating model outline in the ITSM?
The key activities that are required.
What are some attributes of the required activities produced by the SVC’s operating model?
Flexibility, Responds to demands from the stakeholders, facilitate value realisation through the creation and management of products and services.
How many activities are produced by the SVC?
6 (Six)
Why would you want to be able to combine the activities that are produced by the SVC in different ways?
So that you can create multiple value streams.
What changes when the demands off of the stakeholders changes in the SVC?
The value realisation changes.
What are the components that when put together makes the SVC?
Engage, Plan, Obtain/Build, Design and Transition, Deliver and Support, Products and Services, Improve
What are the two main ways in which the ITIL Guiding Principles can be used?
Guide an organisations decisions and actions, and to create a shared understanding in how service management works across a business.
How is Governance included within the SVS?
The SVS includes Governance activities to continually make sure that they are aligning their operations with the strategic directions set by the governing body.
Is the flexibility of the SVC enhanced by the ITIL practises? (TRUE or FALSE)
True.
What components of the SVS are supported by continual improvement?
All of them.
What can continual improvement help maintain in a constantly changing environment?
Resilience and Agility.
What are the four main components of the Four Dimensions Model?
- Organisations and People, 2. Information and Technology, 3. Partners and Suppliers, 4. Value Streams and Processes.
