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ITIL Foundation > ITIL 4 Service Value System > Flashcards

ITIL 4 Service Value System Flashcards

1
Q

What does the SVS do

A

The SVS describes how all the components and activities of the organisation work together as a system to enable a value creation.

We want to continually co-create value (the svs helps us do so)

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2
Q

Give some overview points about the ITIL framework

A
  • Non-Perscriptive
  • Vendor Neutral
  • Uses best practices
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3
Q

True or False: The ITIL framework is all about flexibility

A

True

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4
Q

What is the SVS (Service Value System) made up of?

A 
Guiding Principles
Governance
Service Value Chain
Practices
Continual Improvement
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5
Q

What do the guiding principles do within the SVS

A

Guiding Principles - help guide an organisations desicions and actions, principles are universal and can be followed no matter what industry or organisation you belong to (things like keep it simple and practical)

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6
Q

What does Governance do within the SVS

A
  • Governance - Part of overall SVS, enables business to continually align operation with there strategic direction (policies, process, audits etc) helps control how we do things in our environment
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7
Q

What does the Service Value Chain do within the SVS

A
  • Service Value Chain - Operating model for the creation and delivery and continual improvement of services. Combines 6 activites to help with forming multiple value streams
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8
Q

What do practices do within the SVS

A

Practices - Will be combined in many different ways, dependant on product and service etc. No set in stone way to do incident management but there are some basics that cross all organisaions

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9
Q

What does continual improvement do within the SVS

A

Practices - Will be combined in many different ways, dependant on product and service etc. No set in stone way to do incident management but there are some basics that cross all organisaions

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10
Q

What are some of the challenges within the SVS

A
  • Organisational Silos
  • Adapting to Agile methodologies
  • Understanding Continual improvement (everyone needs to embrace this)
  • Understand how to use the guiding principles
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11
Q

One of the reasons we have service management is to help enable value in the form of services, define Value:

A

Value = The perceived benefits, usefulness and importance of something

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12
Q

Where does value co-creation come from?

A

Services and Products

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13
Q

When talking about value co-creation what are services

A

Services are a means of enabling value co-creation by facilitating outcomes customers want to achieve without the customer having to manage certain costs and risks (think electricity, you don’t have a powerplant you pay a utility company, you still have the responsibility of having wiring in your house and buying the appliances which is where value co-creation comes from)

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14
Q

When talking about value co-creation what are products

A

Products are typically a configuration of an organisations resources (hardware, software etc)

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15
Q

Define Service Offering

A

Service Offering = A formal description of one or more services, designed to address the needs of a target consumer group.

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16
Q

What may a service offering commonly include

A

A Service offering may include goods (ownership is transferred to consumer for physical thing), access to resources (access is granted but ownership isn’t granted i.e. O365) and service actions (something a service provider does on behalf of the consumer)

E.G. POS Service

Involves goods; Device that interfaces with debit card.

Service Action: Money transferred to a shops bank account

Inventory Control

Payroll Service

17
Q

What are the 6 key activities of the SVC

A 
Plan
Improve
Engage
Design and Transition
Obtain and Build
Deliver and Support
18
Q

What acronym can be used to remember the 6 key activities of the SVC

A

P.I.E.D.O.D

19
Q

Within the SVC what does Plan do

A

Plan - Ties into strategic direction of business and if products and services are going to align with that.

20
Q

Within the SVC what does Improve allow for

A

Continuous improvement

21
Q

What does Engage do within the SVC

A

Plan - Ties into strategic direction of business and if products and services are going to align with that.

22
Q

Within the SVC what does Design & Transition mean

A

Design and Transistion - (in ITIL3 this was lifecycle stages) Properly design products and services, they then need to be transitioned into and out of operations in a smooth and non-disruptive manner

23
Q

Within the SVC define Obtain & Build

A

Obtain and Build - Create or Obtain elements required for service offerings

24
Q

Within the SVC define Deliver & Support

A

Deliver and Support - Where rubber meets the road, all design and creation for services needs to get to service consumer. Remember: Each activity contributes to value chain by transforming inputs into outputs (i.e. demands from outside value chain, or outputs from other activities)

25
Q

What are some of the common rules (or suggestions) of the SVC

A
  • All incoming and outgoing interactions to external parties are via engage
  • All new resources are obtained through obtain and build
  • Planning at all levels is via plan
  • Improvements at all levels are initiated and managed via Improve
26
Q

Service Value Chain Example:
A UK Coffee shop owner wants to use a US Companies piece of software for inventory control that ties into the UK’s POS system.

The US company will need to make changes to there software to ensure it meets UK legisation, UK delivery time scales and UK Currency data.

What steps might need to be taken and which of the key activities would they fall into

A

The US Companies “Plan” activity would look at strategy to confirm international usage is in vision of company.

The US Companies “Design Transistion” activity would create a customised service offering

The US Companies “Obtain and Build” and “Engage” activities would allow US company to work with delivery companies in UK and Europe

The US Companies “Deliver and Support” would ultimately provide this service to UK Business.

ITIL Foundation (5 decks)

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