ITIL Service Value System

Question 1

Options or possibilities that add value for stakeholders or otherwise improve the organization

Answer 1

Opportunity

Question 2

The need or desire for products and services among internal and external consumers

Answer 2

Demand

Question 3

Recommendations that guide organizations in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure

Answer 3

Guiding principles

Question 4

The means by which an organization is directed and controlled

Answer 4

Governance

Question 5

A set of activities performed by an organization to deliver a valuable product or services its consumers

Answer 5

Service value chain

Question 6

A set of organizational resources designed to perform work or accomplish an objective

Answer 6

Practices

Question 7

A recurring activity performed at all levels to ensure that an organization’s performance continually meets stakeholders’ expectations

Answer 7

Continual improvement

Question 8

Prevents easy access to information & expertise, Reduces efficiency, Increases costs, Makes communication and collaboration difficult, Makes organizations unable to quickly take advantage of opportunities, Makes decision making ineffective due to limited visibility and hidden agendas

Answer 8

Organizational Silos

Question 9

a series of steps that an organization takes to create and deliver products and services to a consumer.

Answer 9

Value Stream

Question 10

The Service Value Chain: ensure a shared understanding of the vision, current status and improvement direction for all four dimensions and all products and services across the organization
o Plan
o Improve
o Engage
o Design and transition
o Obtain/build
o Deliver and support

Answer 10

The Plan Activity

Question 11

The Service Value Chain: ensure continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management
o Plan
o Improve
o Engage
o Design and transition
o Obtain/build
o Deliver and support

Answer 11

The Improve Activity

Question 12

The Service Value Chain: provide a good understanding of stakeholder needs, transparency, and continual engagement and good relationships with all stakeholders
o Plan
o Improve
o Engage
o Design and transition
o Obtain/build
o Deliver and support

Answer 12

The Engage Activity

Question 13

The Service Value Chain: to ensure that products and services continually meet stakeholder expectations for quality, costs, and time-to-market.
o Plan
o Improve
o Engage
o Design and transition
o Obtain/build
o Deliver and support

Answer 13

The Design and Transition Activity

Question 14

The Service Value Chain: ensure that service components are available when and where they are needed, and meet agreed specifications
o Plan
o Improve
o Engage
o Design and transition
o Obtain/build
o Deliver and support

Answer 14

The Obtain/Build Activity

Question 15

The Service Value Chain: ensure that services are delivered and supported according to agreed specifications and stakeholders’ expectations
o Plan
o Improve
o Engage
o Design and transition
o Obtain/build
o Deliver and support

Answer 15

The Deliver and Support Activity

Question 16

an operating model that defines the key activities required to respond to demand and enable value creation through the formation and management of products and services.

Answer 16

The Service Value Chain

Question 17

explains how the components and activities of the organization work together as a system to enable value creation.

Answer 17

Service Value System (SVS)

Question 18

5 _____________ of SVS:
- guiding principles
- governance
- Service value chain
- practices
- Continual improvement

Answer 18

Core components

Question 19

an operating model that defines the key activities required to respond to demand and enable value creation through the formation and management of products and services.

Answer 19

The Service Value Chain

Question 20

The six ______________ are:
o Plan
o Improve
o Engage
o Design and transition
o Obtain/build
o Deliver and support

Answer 20

Value chain activities

Question 21

an ongoing effort to improve products, services, or processes

Answer 21

Continual improvement Process

Question 22

A set of interrelated or interacting activities that transform inputs into outputs. ___________ define the sequence of actions and their dependencies

Answer 22

processes

Question 23

To support a holistic approach to service management, ITIL defines________________ that collectively are important for the effective and efficient facilitation of value.

Answer 23

The Four Dimensions

Question 24

A ______________ system provides an infrastructure for the arrangement, performance and monitoring of a workflow (defined sequence of tasks).

Answer 24

Workflow Management System

Question 25

Different _______ of _________ including design, development, deployment, delivery, support and/or continual improvement

Answer 25

Phases of Service

Question 26

A well defined _________________ aligns people with the overall organizational strategy and operating model. This is broken down into Reporting Lines, Roles and Responsibilities, Systems of Authority, and a Communication Model

Answer 26

Organizational structure

Question 27

Clear ________ and __________allows people to know about expectations, such as how to behave, what to accomplish, and how to reach the goal

Answer 27

roles and responsibilities

Question 28

An organization provides ___________ to an employee or a department to perform a particular job for a period of time

Answer 28

Functional Authority

Question 29

Having a supporting ____________is crucial for any organization and requires leaders to educate and support values that encourage the people to work in desirable ways

Answer 29

culture

Question 30

Effectively managing the information is the primary way of delivering value to the customers. It is the key output of almost every IT service consumed by business customers.

Answer 30

Information Management

Question 31

Improved Performance, Better Understanding, Increased Productivity, Continual Improvement depict Characteristics of ______________

Answer 31

Characteristics of value streams