ITIL - Overview Flashcards
A person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives.
Limited, AXELOS. ITIL Foundation: ITIL 4 Edition (Kindle Locations 5123-5124). The Stationery Office Ltd. Kindle Edition.
organization
<p>A person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives.</p>
<p>organization</p>
<p>The perceived benefits, usefulness, and importance of something.</p>
<p>value</p>
<p>A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption.</p>
<p>customer</p>
<p>A set of specialized organizational capabilities for enabling value for customers in the form of services.
Limited, AXELOS. ITIL Foundation: ITIL 4 Edition (Kindle Locations 5247-5248). The Stationery Office Ltd. Kindle Edition.</p>
<p>service management</p>
<p>The sum of functional and emotional interactions with a service and service provider as perceived by a service consumer.</p>
<p>customer experience</p>
<p>The addition, modification, or removal of anything that could have a direct or indirect effect on services.</p>
<p>change</p>
<p>A series of steps an organization undertakes to create and deliver products and services to consumers.</p>
<p>value stream</p>
<p>An approach that focuses on improving workflows by maximizing value through the elimination of waste.
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<p>Lean</p>
<p>The means by which an organization is directed and controlled.
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<p>governance</p>
<p>A model representing how all the components and activities of an organization work together to facilitate value creation.
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<p>service value system (SVS)</p>
<p>The 2 key components of the ITIL 4 framework are
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<p>the ITIL service value system (SVS)
| the four dimensions model.</p>
<p>The ITIL SVS represents how the various \_\_\_\_\_and \_\_\_\_ of the organization \_\_\_\_\_\_ to facilitate value creation through \_\_\_\_\_\_\_.</p>
<p>components
activities
work together
IT enabled services</p>
<p>The core compnents of the SVS are:
the ITIL service v\_\_\_ \_\_\_ • the ITIL \_\_\_\_\_ • the ITIL guiding \_\_\_\_ • _ov\_\_\_\_ • c\_\_\_\_</p>
<p>value chain practicies principles governance continual improvement</p>
<p>An operating model for service providers that covers all the key activities required to effectively manage products and services.
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<p>ITIL service value chain</p>
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.
services
<p>The ITIL service value chain provides \_\_\_\_\_\_\_ for the creation, delivery, and continual improvement of services. It
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<p>an operating model</p>
<p>Fill in the missing values</p>
Opportunity Demand Guiding principles Governance Service Value Chain Practicies Continual Improvement
<p></p>
<p>Value</p>
<p>The ITIL guiding principles create the foundation for an organization’s \_\_\_\_\_\_and behaviour from strategic decision-making to day-to-day operations.</p>
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<p>culture</p>
<p>The ITIL SVS also includes \_\_\_\_\_ activities that enable organizations to continually align their operations with the strategic direction set by the \_\_\_\_\_\_body.</p>
<p>Limited, AXELOS. ITIL Foundation: ITIL 4 Edition (Kindle Locations 288-289). The Stationery Office Ltd. Kindle Edition.</p>
<p>governance</p>
<p>governing</p>
<p>Every component of the ITIL SVS is supported by \_\_\_\_\_\_\_\_.</p>
<p>continual improvement</p>
<p>A subset of the IT infrastructure that is used for a particular purpose, for example a live \_\_\_\_\_\_\_ or test \_\_\_\_\_. Can also mean the external conditions that influence or affect something.</p>
<p></p>
<p>environment</p>
<p>To ensure a holistic approach to service management, ITIL 4 outlines \_\_\_\_\_\_\_\_\_\_, from which each component of the SVS should be considered.</p>
<p>Limited, AXELOS. ITIL Foundation: ITIL 4 Edition (Kindle Locations 293-295). The Stationery Office Ltd. Kindle Edition.</p>
<p>four dimensions of service management</p>
<p>The four dimensions of service management are:</p>
<p></p>
<p>1. o_a\_\_\_\_\_\_\_\_\_\_\_</p>
<p>2. _nf\_\_\_\_\_\_\_\_\_\_\_\_\_</p>
<p>3. P\_\_\_\_\_\_ & \_\_\_\_\_\_</p>
<p>4. \_\_\_ st\_\_\_\_\_ and \_\_\_\_\_\_\_</p>
<p></p>
<p>organizations and people • information and technology • partners and suppliers • value streams and processes.</p>
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<p>A set of specialized organizational capabilities for enabling value for customers in the form of services.</p>
<p></p>
<p></p>
<p>service management</p>
<p>Developing the specialized organizational capabilities mentioned in service management requires an understanding of:</p>
<p>1. the \_\_\_\_\_ of \_\_\_\_\_\_</p>
<p>2. the \_\_\_\_\_ and scope of the \_\_\_\_\_ involved</p>
<p>3. how \_\_\_\_\_ creation is \_\_\_\_ through \_\_\_\_\_\_\_</p>
<p>• the nature of value</p>
<p>• the nature and scope of the stakeholders involved</p>
<p>• how value creation is enabled through services.</p>
A tangible or intangible deliverable of an activity.
output
<p>Inherent in this definition is the understanding that \_\_\_\_ is subject to the perception of the \_\_\_\_\_\_</p>
<p></p>
<p>value</p>
<p>stakeholders</p>
<p>Increasingly, organizations recognize that \_\_\_\_ is co-created through an active \_\_\_\_\_between \_\_\_\_and \_\_\_\_, as well as other \_\_\_\_\_ that are part of the relevant service relationships.</p>
<p>Limited, AXELOS. ITIL Foundation: ITIL 4 Edition (Kindle Locations 376-377). The Stationery Office Ltd. Kindle Edition.</p>
<p>value</p>
<p>collaboration</p>
<p>providers</p>
<p>consumers</p>
<p>other organizations</p>
<p>a person or group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives</p>
<p>organization</p>
<p>When provisioning services, an organization takes on the role of \_\_\_\_\_\_\_\_\_\_\_\_ . The provider can be \_\_\_\_\_\_\_ or \_\_\_\_\_\_</p>
<p>the service provider</p>
<p>external</p>
<p>internal</p>
<p>Key message When receiving services, an organization takes on the role of the \_\_\_\_\_\_\_ \_\_\_\_\_</p>
<p></p>
<p>service consumer</p>
<p>A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption</p>
<p>customer</p>
<p>a person who uses services</p>
<p>user</p>
<p>A person who authorizes budet for service consumption</p>
<p>sponsor</p>
<p>Name the stakeholder: Benefits achieved; costs and risks optimized</p>
<p></p>
<p>service consumers</p>
<p>Name the stakeholder receiving the value:</p>
<p>Funding from the consumer; business development; image improvement</p>
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<p>service providers</p>
The perceived benefits, usefulness, and importance of something.
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value
A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption.
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customer
The ability of an organization, person, process, application, configuration item, or IT service to carry out an activity.
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capability
A model for enabling on-demand network access to a shared pool of configurable computing resources that can be rapidly provided with minimal management effort or provider interaction.
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cloud computing
Something that influences strategy, objectives, or requirements.
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driver
A set of related projects and activities, and an organization structure created to direct and oversee them.
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programme
Organizations must balance the need for _____ and predictability with the rising need for operational ____ and increased ____.
- stability
- agility
- velocity
A set of specialized organizational capabilities for enabling value for customers in the form of services.
IT Service Management
The two key components of the ITIL 4 framework are the _____ and the ______
ITIL service value system (SVS)
four dimensions model
The ______ represents how the various components and activities of the organization work together to facilitate value creation through IT-enabled services.
ITIL service value system (SVS)
The _____ facilitates integration and coordination and provides a strong, unified, value-focused direction for the organization.
ITIL SVS
The core components of the ITIL SVS are:
ITIL Service Value Chain ITIL practices ITIL guiding principles governance continual improvement
The ITIL service value chain provides an operating _____ for the creation, delivery, and continual improvement of services.
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model
The _______ is flexible enough to be adapted to multiple approaches, including _____ and centralized IT, to address the need for multimodal service management.
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service value chain
DevOps
centralized IT
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.
services
A configuration of an organization’s resources designed to offer value for a consumer.
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product
Service providers present their services to consumers in the form of _______, which describe one or more services based on one or more ______.
service offerings
products
Services are offered to target consumer groups, and those groups may be either _____ or _____ to the service provider organization.
internal
external
_______ are established between two or more organizations to co______. In a service relationship, organizations will take on the roles of _______or _____. The two roles are not mutually exclusive, and organizations typically both ______ and _____ a number of services at any given time.
service relationships
co-create value
service providers
service consumers
A cooperation between a service provider and a service consumer
service relationship
service relationships include service ______, service ______, and service ______
service provision
service consumption
service relationship management
service provision includes management of providers ____ configured to ______ the service ensuring _____to these services for users, and fulfillment of agreed _______.
providers are responsible for ________ management and co_______.
resources deliver access service actions service management continual service improvement
activities performed by an organization to consume services
service consumption
Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings.
service relationship management
Acting as a service provider, an organization produces _______ that help its consumers to achieve certain outcomes.
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outputs
A tangible or intangible deliverable of an activity.
output
A result for a stakeholder enabled by one or more outputs
Outcome
Describe the difference between an output and an outcome of a service.
An output is a particular deliverable of an activity (e.g. an album). An outcome of a service is the desired result (e.g. preservation of memories)
A role responsible for maintaining good relationships with one or more customers.
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business relationship manager
The amount of money spent on a specific activity or resource.
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cost
There are two types of costs involved in service relationships.
- costs __________
- costs __________
costs removed - as a result of consuming the service
costs imposed - as a result of consuming the service
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.
risk
From a consumer perspective there are two types of risks. Risks ________ and risks ________
removed
imposed
It is the duty of the provider to manage the detailed level of _____ on behalf of the consumer . This should be handled based on a balance of what matters most to the _____ and to the _____.
level of risk
consumer
provider
The consumer contributes to the reduction of risk through:
• actively participating in the definition of the _______ of the service and the clarification of its required _____
- clearly communicating the _________(CSFs) and constraints that apply to the service
- ensuring the _______has access to the necessary resources of the consumer throughout the service relationship.
requirements
required outcomes
critical success factors
the provider
A necessary precondition for the achievement of intended results.
critical success factors
To evaluate whether a service or service offering will facilitate the outcomes desired by the consumers and therefore create value for them, the overall ____and ______ of the service should be assessed.
utility
warranty
The functionality offered by a product or service to meet a particular need. ____ can be summarized as ‘what the service does’ and can be used to determine whether a service is ‘fit for purpose’. To have ___, a service must either support ________ of the consumer or remove ______ from the consumer. Many services do both.
utility, utility,
the performance
constraints
Assurance that a product or service will meet agreed requirements. _____ can be summarized as ‘how the service performs’ and can be used to determine whether a service is ‘fit for use’.
warranty
Warranty often relates to _______ aligned with the needs of service consumers. This may be based on a formal ______, or it may be a marketing message or brand image. Warranty typically addresses such areas as the _____ of the service, its ca_____, levels of _____ and con____. A service may be said to provide _________, or ‘warranty’, if all defined and agreed conditions are met.
the service levels agreement availability capacity security and continuity acceptable assurance
