ITIL Service Value System (SVS) Flashcards
What is demand?
The input into the service value system based on opportunities and needs from internal and external stakeholders.
What are opportunities?
Options or possibilities to add value for stakeholders or otherwise improve the organization.
What are the seven guiding principles?
They are the following recommendations (not mandates):
- Focus on value.
- Start where you are.
- Progress iteratively with feedback.
- Collaborate and promote visibility.
- Think and work holistically.
- Keep it simple and practical.
- Optimize and automate.
What is agile way of working?
Focus on delivering small, incremental improvements by small teams. It is timeboxed, flexible and adaptive. Supports rapid change.
What is DevOps?
An approach to organizing teams that delivery software to live environments, in relationship with representatives and stakeholders. Applies Agile.
What is governance?
Organizational governance evaluates, directs and monitors all the organization’s activities, including management.
What can be adopted as a means to determine the organization’s own governance principles?
Guiding principles and continual improvement.
What is the service value chain?
The central part of the SVS. Outines key activities for managing products and services.
Which six activities does the service value chain cover?
- Plan at any level.
- Improve at any level.
- Engage with all stakeholders.
- Design and transition of products and services.
- Obtain/build.
- Deliver and support of services.
What triggers the delivery of products and services and value?
Demand.
What are products and services -and value- in relation to the Service Value Chain?
Output.
What are ITIL practices?
Practices that the service value chain activities use to convert their inputs to outputs.
What is the purpose of the plan value chain activity?
To ensure a shared understanding of the vision, status and improvement direction in all four dimensions and all products and services.
What are key inputs of plan?
Improve -> performance information, improvement initiatives, status reports, plans.
Policies, requirements and constraints.
Engage -> Demands and opportunities, knowledge and information about third-party.
Design and transition, obtain and build -> Knowledge and information about new and changed products/services.
What are outputs of plan?
Improvement opportunities -> improve.
Strategic, tactical, operational plans -> all.
Contract and agreement requirements, product and service portfolio -> engage.
Architectures, porfolios and decisions -> design and transition.
