Introduction to ITIL Flashcards
What is the ITIL service value system (SVS)?
A model that shows how all components and activities of an organization work together to facilitate value creation through IT-enabled service.
What are the components of the SVS?
The ITIL service value chain, ITIL practices, ITIL guiding principles, governance and continual improvement.
What is the ITIL service value chain?
A set of activities that an organization performs to deliver a valuable product or service to its consumers and to facilitate value realization. It covers six key activities.
What are ITIL practices?
Organizational resources for performing work or accomplishing something. Activities in the service value chain can be based on these practices.
What are ITIL guiding principles?
Recommendations that can guide an organization regardless of changes that take place within it.
What is governance?
The way an organization is directed and controlled. Based on guiding principles. Ensures that operations are always aligned with strategy.
What is continual improvement?
Recurring organizational activity performed at all levels to ensure an organization continually meets stakeholders’ expectations.
What is the four dimensions model?
Model for effective and efficient facilitation of value for customers and other stakeholders in the form of products and services. The SVS should be considered from these four dimensions.
What are the four dimensions?
Organizations and people, information and technology, partners and suppliers, and value streams and processes.
