ITIL V4 Foundation Exam Flashcards
A Set of specialized organizational capabilities for enabling value to customers in the form of services is the DEFINITION of?
Service Managment
A set of specialized organizational capabilities for enabling value to customer in the form of services is the definition of
Service Management
Value is
the perceived benefits, usefulness and importance of something
The perceived benefits, usefulness, and importance of something is defined as
Value
Organization that delivers services is the DEFINITION of?
Service provider
Organizations that deliver services are
service providers
Those to whom services are delivered to
is the DEFINITION of?
Service Consumer
Those to whom services are delivered to are
service consumers
An _____________ is a person or a group of people that has its own functions with responsibilities, authorities and relationships to achieve its objectives (common goals)
Organization
Customer (definition)
A person or role who defines the requirements for services and takes responsibility for outcomes from service consumption
A person or role who defines ________ for services and takes ________ for outcomes from service consumption (missing words, definition of what?)
Requirements, Responsibility
Customer
Person or role who uses services is the DEFINITION of? `
User
Person or role who authorizes the budget for service consumption is the DEFINITION of?
Sponsor
A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risksis the definition of?
Service
A means of enabling value co-creation by facilitating outcomes that customer want to achieve, without the customer having to manage specific costs and risks is the definition of
Service
A configuration of resources, created by the organization, that will be potentially valuable for their customers is the DEFINITION of?
Product
A description of one or more services, designed to address the needs of a target consumer group is the DEFINITION of?
Service Offering
What types of things may be included in a service offering?
Goods
Access to resources
Service Actions
Define Goods as a service offering
Ownership transferred to the consumer
Consumer assumes responsibility for future use
Define Access to Resources as a service offering
Ownership is not transferred to the consumer
Access is granted/licensed under agreed terms/conditions
Define Service Actions as a service offering
Performed by the provider to address a consumer need
Performed according to agreement with consumer
The joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings is the definition/purpose of what?
Service Relationship Management
The ________ activities performed by a service _______ and a service ________ to ensure continual _________ co-creation based on the agreed and available ______________ . (missing words, purpose of what?)
Joint, provider, consumer, value, service offerings
Service Relationship management
Who is responsible for managing resources configured to deliver a service?
Service Provider
Who is responsible for provisioning access to resources for users?
Service Provider
Who is responsible for the fulfillment of agreed service actions?
Service Provider
Who is responsible for measuring the performance of a service (service performance management) and continual improvement of service offerings?
Service Provider
Who is responsible for managing resources needed to consume a service?
Service Consumer
Who is primarily utilizing the services provided by the service provider?
Service Consumer
Who are service actions fulfilled for?
Service Consumer
Who assumes responsibility and ownership of acquired goods?
Service Consumer
A tangible or intangible deliverable of an activity is the definition of?
Output
A result for a stakeholder enabled by one or more outputs.
Outcome
(Outcomes achieve results)
Cost (definition/purpose)
Amount of money spent on a specific activity or resource
Service providers are also service consumers (T/F)
True
Concept of the Service Relationship Model
A service consumer can achieve instantaneous expected outcomes/value from a service offering provided by a service provider without costs (T/F)
False
A customer has costs imposed on them by consuming a service offering provided by a service provider
Uber example - A customer must have smart phone/data plan to consumer Ubers services.
A service provider can remove all risks and costs associated with consuming their services for a service consumer (T/F)
False
A service providers goal is to reduce the costs and risks with their service offerings but not all costs and risks are eliminated. Service Consumer is responsible for managing other costs and risks associated with consuming the service.
Possible events that could cause harm or loss, or make it more difficult to achieve objectives is the DEFINITION of?
Risk
One way a consumer _____________________ is by helping to define the requirements of a service and clarifying the outcomes required
contributes to risk reduction
By clearly communicating the critical success factors and constraints that apply to a service, a consumer helps to _____________________
contribute to the risk reduction
By ensuring a provider has access to the necessary resources of the consumer throughout the service relationship a customer _______________
contributes to the risk reduction
A service consumer can achieve instantaneous expected outcomes/value from a service offering provided by a service provider without risks (T/F)
False
A customer has risks imposed on them by consuming a service offering provided by a service provider
Uber example - A customer’s phone might fail or be dead, making it impossible to consume the provided service from Uber.
Functionality offered by a product or service to meet a particular need is the definition of?
Utility
The purpose of ____________ Requires that a service supports the performance of the consumer or remove constraints from the consumer
What a service DOES
Utility
A family wants to purchase a new car, the car must drive from point A to point B, has good A/C/Heat and gets great gas mileage. The family decides to purchase a brand new Toyota Prius.
The brand new cards ability to fulfill the requirements of fitting the whole family and driving from point A to point B is an example of?
Utility (Fit for Purpose)
A family wants to purchase a new car, the car must drive from point A to point B, has good A/C/Heat and gets great gas mileage. The family decides to purchase a brand new Toyota Prius.
The brand new cards ability to fulfill the requirements of good AC/Heat and great gas mileage is an example of?
Warranty (Fit for Use)
Assurance that a product or service will meet agreed requirements
Warranty
The purpose of ________________ Requires that a service has defined and agreed conditions that are met. Typically addresses areas such as availability, capacity, security levels and continuity.
How the service PERFORMS
Warranty
Services do NOT need utility and warranty to make them operate successfully (T/F)
False
Both utility and warranty are required for the successful operation of a service
Four dimensions of Service Management are
Organizations and People
Information AND technology
Partners and Suppliers
Values streams and processes
- Systems of Authority
- Roles and Responsibilities
- Right level of workforce capacity and competence
- Culture
Are the 4 characteristics of which of the 4 dimensions of the Service Management framework?
Organizations and people
Structures and systems of authority are sufficient to improve an organizations effectiveness (T/F)
False
Organizations need CULTURE to support its objectives
The following are characteristics of which part of the Organizations and People dimension of Service Management?
- Shared values and attitudes
- Communication
- Leaders champion and advocate values
- Trust and transparency
Culture
The following are examples of how _____________ are supported in an _____________.
- Management/leadership styles
- Continually updating skills and competencies
- Communication and collaboration
- Broad knowledge plus specialization
- common objectives: facilitating value co-creation
- breaking down silos**
people, organization
Information and technology, within the 4 dimensions of Service Management, are the same thing (T/F)
False
Information and technology are broken down into two distinct components:
Information and knowledge
Technologies
Technologies supporting Service Management can be thought of as the technologies that ________________________________
Support internal staff so that they can support the end user
The following are examples of technologies that support which part of the Information and Technology Service Management dimension?
- Workflow management
- knowledge bases
- communication systems
- inventory systems
- mobile platforms
- cloud solutions
- analytical tools
- remote collaboration
- artificial intelligence
- machine learning
IT Service Managment
Technologies that support IT Services can be thought of as the technologies required to ___________________
support the end user.
Technologies is broken down into two components within the Information and Technology dimension
Technologies supporting Service Management
Technologies support IT Services
Technologies that support IT Service Management ensures the business can _________ properly to provide services to end users
Function
Examples of technologies that support ________________ are:
- IT Architecture
- Databases
- blockchain
- cognitive computing
- applications
- communication systems
- artificial intelligence
- cloud computing
- mobile applications
IT Services
Criteria for what within which dimension of Service Management?
- Information
- Availability
- Reliability
- Accessibility
- Timeliness
- Accuracy
- Relevance
Information in Informationand Technology
The purpose of the ________________ ___ _______________ dimension of Service Management is the organizations relationships with other organizations to design, develop, deliver and support and/or continually improve services.
Partners and Suppliers
__________________ Share common goals and risk, collaborate to achieve desired outcomes
Partners
The purpose of a ____________ is Formal contracts that have clear separation of responsibilities, often times providing goods and service supply.
Supplier
An organizations strategy when it comes to using partners and suppliers should be based on its _________, ______________, and __________________________.
Goals, Culture, Business Environment
Partners and suppliers are EXTERNAL to the organization (T/F)
True
Partners to an organization are critical to the businesses continuation (T/F)
True
Suppliers are critical to the continuity of a business (T/F)
False
Activities, workflows, controls and procedures needed to achieve agreed objectives is the DEFINITION of?
Value Streams and Processes
A series of steps an organization undertakes to create and deliver products and services to service consumers. Combines the organization’s value chain activities is the DEFINITION of?
Value streams
A set of interrelated or interacting activities that transforms inputs into outputs is the DEFINITION of?
Process
_____________________ are designed to accomplish a specific objective.
Processes
The purpose of ________________ ______________ optimizations is to reduce non-value add activities and improve value adding activities to enhance the experience for the consumer.
Value stream
To improve productivity within and across the organization, processes should be ______________________
well-defined.
Process model components
Inputs > Activities > Outputs
Value stream model components
Value Stream Steps 1,2,3 etc.
Which are value add, which are non-value add?
How can the value stream be optimized to increase efficiencies and enhance user experience?
How all of the components and activities of the organization work together as a system to enable value creation describes what ITIL concept?
Service Value System (SVS)
What are the 3 basic blocks of the Service Value System?
Demand (input)
Value Chain Activities
Value (output)
Ensure that the organization continually co-creates value with all stakeholders through the use and management of products and services is the PURPOSE of which ITIL concept?
Service Value System (SVS)
The purpose of ________________________________ is to ensure that the organization continually ____________________ with all stakeholders through the use and management of ____________ and _______________.
SVS, co-create value, products, services
Options or possibilities to add value for stakeholders or otherwise improve the organization is the DEFINITON of?
Opportunities
The need or desire for products and services among internal and external customers is the DEFINITION of?
Demand
What are the inputs of the SVS?
Opportunities and demand
What are the outputs/outcomes of the SVS?
Value
Components of the SVS
Guiding principles
Governance
Service Value Chain
Practices
Continual Improvement
The purpose of the __________________ ________________ are Recommendations that can guide an organization in all circumstances, regardless of changes in its goals, type of work or management structure
The Guiding Principles
Recommendations that can guide an organization in all circumstances, regardless of changes in its goals, type of work or management structure are referred to as
The ITIL Guiding Principles
The purpose of ______________ Service Value System dimension, is the means by which an organization is directed and controlled.
Governance
Set of interconnected activities that an organization performs in order to deliver a valuable product or service to consumers to facilitate value realization is the PURPOSE of which ITIL concept?
Service Value Chain (SVS)
A set of interconnected activities that an organization performs in order to deliver a valuable product or service to is consumers to facilitate value realization is referred to as
Service Value Chain Activities
Sets of organizational resources designed for performing work or accomplishing an objective is the PURPOSE of what?
ITIL practices in the SVS
Sets of organizational resources designed for performing work or accomplishing an objective are referred to as
Practice (34 ITIL practices)
A recurring organizational activity performed at all levels to ensure that organization’s performance continually meets stakeholders expectations is the PURPOSE of which SVS component?
Continual Improvement (SVS)
A recurring organizational activity performed at all levels to ensure that organization’s performance continually meets stakeholders expectations is referred to as
the Continual Improvement practice
When an organization is adopting new a service management approach and adapting ITIL guidance to their specific needs and circumstances, what can they use to aid this effort?
the ITIL guiding principles
The seven guiding principles are:
Focus on Value
Start where you are
Progress Iteratively with feedback
Collaborate and Promote Visibility
Think and work holistically
Keep it practical and simple
Optimize and Automate
Everything an organization does should link back directly, or indirectly, to value for itself, its customers and other stakeholders is the purpose of what guiding principle?
Focus on Value
The following are the steps of which guiding principle?
- Understand & Identify the Service Consumer
- Understand the consumer’s perspective of value
- Map value to intended outcomes, which may change over time
- Understand the customer experience and/or the user experience
Focus on value
Knowing how a consumer uses each service is an important application of what guiding principle?
Focusing on value guiding principle
All staff should be focused on the value (T/F)
True
