Itil Flashcards
What is the definition of service management?
Service management is defined as a set of specialised organisational capabilities for enabling value to customers in the form of services.
What is organisation?
A person or a group of people that has their own seg of functions with responsibilities, authorities, and relationships to achieve its objectives
What is value?
Value is the perceived benefits, usefulness, and importance of something.
What are the seven 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 Optimise and automate
What are the key concepts to service management?
Organisations, service providers, service consumers, and other stakeholders
Value and value co-creation
Products and services
Service relationships
What is service consumers?
When receiving services and organisation takes on the role of service consumer
What are the three types of service consumers
Customer: takes on ownership of the outcome (Steve)
User: who uses it (defence member)
Sponsor: looks after the money
What is a product?
A configuration of an organisation’s resources designed to offer value for the customer.
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 focus for value?
Creating value for service consumers. To achieve this value, organisations need to tie back the different activities that they do in a logical way.
What is the start where you are principle?
Focuses on considering what is already achievable instead of starting from scratch. To achieve this, analysing the existing state to identify what can be helpful in creating new value.
What does it mean to progress iteratively with feedback?
Focus on avoiding doing everything in a go and gathering the timely feedback. To achieve this, breaking down the work into a smaller manageable component that is essential to iteratively accomplishing the initiative.
What is collaborative and promotion visability?
Focusing on removing silos and building trust. Tomachieve this, the people of an organisation need to work together and share information to the greatest degree possible.
What is thinking and working holistically?
Focusing on working in an integrated way. To achieve this, the various activities of an organisation should focus on the delivery of value.
What is keeping it simple and practical?
Focusing on simplifying the complex work methods. To achieve this, identify and eliminate processes, actions or metrics that do not add any value to the outcome.
