ITIL Service Value system Flashcards
What are guiding principles?
Recommendations that guide the organisation in all circumstances
What is governance?
The means by which the organisation is directed and controlled
What is Service Value Chain
A set of interconnected activities that an organisation performs to deliver a product or service
What are practices?
Sets of organisational resources designed for performing work
What are the 4 dimensions of service management?
- Organisations and people
- Information and technology
- Partners and suppliers
- Value streams and processes
Service Management
A set of specialised organisational capabilities for enabling value for customers in the form of services
Value
The perceived benefits, usefulness and importance of something
Value is…
Co-created
Service Providers
When provisioning services, an organisation takes on the role of the service provider
Service consumers
When receiving services, an organisation takes on the role of the service consumer
What is a user?
The role that uses services
What is a customer?
The role that defines the requirements for a service and takes responsibility for the outcomes of service consumption
What is a sponsor?
The role that authorises budget for service consumption
Organisations
A person or group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives
What is a Service?
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
What is a Product?
A configuration of an organisation’s resources designed to offer value or a consumer
Service Offerings
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
Service Relationships
A cooperation between a service provider and service consumer. Service relationships include service provision, service consumption and service relationship management
Service Provision
Activities performed by an organisation to provide services
Service Consumption
Activities performed by an organisation to consume services
Service Relationship Management
Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings
Value: Outputs vs Outcomes
Output: a tangible or intangible deliverable of an activity
Outcome: a result for a stakeholder enabled by one of more outputs
Cost
The amount of money spent on a specific activity or resource
Risk
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
Value: utility
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’
Value: warranty
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’
Identify the missing word
A service is a means of enabling value … by facilitating outcomes that customers want to achieve
Co-creation
What relationship does the role of a sponsor have to services?
They authorise budget for service consumption
What is the definition of utility?
The functionality offered by a product or service to meet a particular need
