ITIL Service Value System Flashcards
Options or possibilities that add value for stakeholders or otherwise improve the organization
Opportunity
The need or desire for products and services among internal and external consumers
Demand
Recommendations that guide organizations in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure
Guiding principles
The means by which an organization is directed and controlled
Governance
A set of activities performed by an organization to deliver a valuable product or services its consumers
Service value chain
A set of organizational resources designed to perform work or accomplish an objective
Practices
A recurring activity performed at all levels to ensure that an organization’s performance continually meets stakeholders’ expectations
Continual improvement
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
Organizational Silos
a series of steps that an organization takes to create and deliver products and services to a consumer.
Value Stream
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
The Plan Activity
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
The Improve Activity
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
The Engage Activity
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
The Design and Transition Activity
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
The Obtain/Build Activity
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
The Deliver and Support Activity
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.
The Service Value Chain
explains how the components and activities of the organization work together as a system to enable value creation.
Service Value System (SVS)
5 _____________ of SVS:
- guiding principles
- governance
- Service value chain
- practices
- Continual improvement
Core components
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.
The Service Value Chain
The six ______________ are:
o Plan
o Improve
o Engage
o Design and transition
o Obtain/build
o Deliver and support
Value chain activities
an ongoing effort to improve products, services, or processes
Continual improvement Process
A set of interrelated or interacting activities that transform inputs into outputs. ___________ define the sequence of actions and their dependencies
processes
To support a holistic approach to service management, ITIL defines________________ that collectively are important for the effective and efficient facilitation of value.
The Four Dimensions
A ______________ system provides an infrastructure for the arrangement, performance and monitoring of a workflow (defined sequence of tasks).
Workflow Management System
Different _______ of _________ including design, development, deployment, delivery, support and/or continual improvement
Phases of Service
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
Organizational structure
Clear ________ and __________allows people to know about expectations, such as how to behave, what to accomplish, and how to reach the goal
roles and responsibilities
An organization provides ___________ to an employee or a department to perform a particular job for a period of time
Functional Authority
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
culture
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.
Information Management
Improved Performance, Better Understanding, Increased Productivity, Continual Improvement depict Characteristics of ______________
Characteristics of value streams
