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ITIL 4 > ITIL Service Value system > Flashcards

ITIL Service Value system Flashcards

1
Q

What are guiding principles?

A

Recommendations that guide the organisation in all circumstances

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2
Q

What is governance?

A

The means by which the organisation is directed and controlled

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3
Q

What is Service Value Chain

A

A set of interconnected activities that an organisation performs to deliver a product or service

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4
Q

What are practices?

A

Sets of organisational resources designed for performing work

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5
Q

What are the 4 dimensions of service management?

A
  1. Organisations and people
  2. Information and technology
  3. Partners and suppliers
  4. Value streams and processes
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6
Q

Service Management

A

A set of specialised organisational capabilities for enabling value for customers in the form of services

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7
Q

Value

A

The perceived benefits, usefulness and importance of something

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8
Q

Value is…

A

Co-created

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9
Q

Service Providers

A

When provisioning services, an organisation takes on the role of the service provider

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10
Q

Service consumers

A

When receiving services, an organisation takes on the role of the service consumer

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11
Q

What is a user?

A

The role that uses services

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12
Q

What is a customer?

A

The role that defines the requirements for a service and takes responsibility for the outcomes of service consumption

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13
Q

What is a sponsor?

A

The role that authorises budget for service consumption

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14
Q

Organisations

A

A person or group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives

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15
Q

What is a Service?

A

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

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16
Q

What is a Product?

A

A configuration of an organisation’s resources designed to offer value or a consumer

17
Q

Service Offerings

A

A description of one or more services, designed to address the needs of a target consumer group. It may include goods, access to resources, and service actions

18
Q

Service Relationships

A

A cooperation between a service provider and service consumer. Service relationships include service provision, service consumption and service relationship management

19
Q

Service Provision

A

Activities performed by an organisation to provide services

20
Q

Service Consumption

A

Activities performed by an organisation to consume services

21
Q

Service Relationship Management

A

Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings

22
Q

Value: Outputs vs Outcomes

A

Output: a tangible or intangible deliverable of an activity
Outcome: a result for a stakeholder enabled by one of more outputs

23
Q

Cost

A

The amount of money spent on a specific activity or resource

24
Q

Risk

A

A possible event that could cause harm or loss, or make it more difficult to achieve objectives. Risk 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

25
Q

Value: utility

A

Utility: the functionality offered by a product or service to meet a particular need. Utility can be summarised as ‘what the service does’ and can be used to determine whether a service is ‘fit for purpose’

26
Q

Value: warranty

A

Assurance that a product or service will meet agreed requirements. Warranty can be summarised as ‘how the service performs’ and can be used to determine whether a service is ‘fit for use’

27
Q

Identify the missing word
A service is a means of enabling value … by facilitating outcomes that customers want to achieve

A

Co-creation

28
Q

What relationship does the role of a sponsor have to services?

A

They authorise budget for service consumption

29
Q

What is the definition of utility?

A

The functionality offered by a product or service to meet a particular need

ITIL 4 (1 decks)

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