Itil V4 Prep Note Flashcards
Services comprise the
largest and most dynamic component of both ….. and….
developed, developing
economies
Services are the main way that organizations ….
for …. and their ….
create value, themselves, customers
Almost all services today are IT-enabled, which means there is tremendous benefit for organizations in
……,….., and……
creating,. expanding, improving
IT is becoming an important …. and
source of ….
business driver, competitive advantage
Organizations must balance the need
for S…. and P….. with the rising need for ….
and
stability, Predictability
operational agility, increased velocity
With the help of Information and technology integrated with other organizational capabilities, S… are
B…… and C-F-T are being utilized more
widely
Silos, Breaking down, cross-functional Team
New ways of working, such as …., ….., and
…..
Lean, Agile and DevOps
The key components of the ITIL 4 framework are the …. and …..
ITIL service value
system (SVS) and the four dimensions model
The ITIL service value chain provides an operating model for the
….., ……, and ….. of services
creation, delivery, and continual improvement
The ITIL guiding principles can be used to guide an organization’s
…… and ….. and ensure a ….. and …… to service management across the organization
decisions, and actions
shared understanding and common
approach
ITIL
guiding principles create the foundation for an organization’s ….. and
behaviour from ….. to day-to-day operations.
culture , strategic decision-making
By giving each of the four dimensions an appropriate amount of focus, an
organization ensures its SVS remains …. and ….
balanced and effective
two types of cost
involved in service relationships; ….. And….
costs removed from the consumer by the service (a part of the value
proposition). This may include costs of staff, technology, and other
resources, which the consumer does not need to provide.
In ITIL 4 (IT Infrastructure Library, version 4), the concept you’re referring to is likely “Costs Removed from the Consumer.” This concept emphasizes the importance of a service provider identifying and minimizing costs that are passed on to the consumer or customer of a service. The goal is to optimize the value delivered to the customer by minimizing unnecessary expenses.
To achieve this, service providers should:
Streamline processes: Identify and eliminate any inefficient or redundant processes that can drive up costs.
Automation: Utilize automation and self-service options to reduce the need for human intervention, thus cutting down costs.
Efficient resource allocation: Ensure that resources are allocated optimally to deliver the service effectively while keeping costs in check.
Standardization: Standardize service offerings and components to reduce complexity and costs.
The ultimate aim is to deliver high-quality services to customers while keeping costs as low as possible, ultimately improving the value provided by the service……
costs imposed on the consumer by the service (the costs of service
consumption). The total cost of consuming a service includes the price
charged by the service provider (if applicable), plus other costs such
as staff training, costs of network utilization, procurement, etc. Some
consumers describe this as what they have to ‘invest’ to consume the
service.
In ITIL 4 (IT Infrastructure Library, version 4), “Costs Imposed on the Consumer” refers to the expenses or financial burdens that are transferred to the customer or consumer of a service by the service provider. This concept emphasizes the need for service providers to be transparent about such costs and to minimize them wherever possible to ensure that the customer receives good value for the service.
To address costs imposed on the consumer, service providers should:
Communicate clearly: Service providers should openly communicate any additional costs or charges that may be incurred by the consumer during the use of the service.
Cost optimization: Identify and reduce any unnecessary or hidden costs that consumers may face, making the service more cost-effective.
Customer satisfaction: Minimizing costs imposed on the consumer helps maintain customer satisfaction and ensures that they perceive the service as valuable.
The goal is to provide a transparent and cost-efficient service, ensuring that customers are not burdened with unexpected or unreasonable expenses related to the service they receive.
There are two types of risk that are of concern to service
consumers… And …
risks removed from a consumer by the service (part of the value
proposition). These may include failure of the consumer’s server
hardware or lack of staff availability. In some cases, a service may
only reduce a consumer’s risks, but the consumer may determine that
this reduction is sufficient to support the value proposition… Risks Removed from the Consumer” refers to the proactive efforts made by a service provider to identify and mitigate potential risks or challenges that consumers or customers might face when using a service. The service provider takes steps to ensure that the service is reliable, secure, and minimizes risks to the consumer.
To address risks removed from the consumer, service providers should:
Identify potential risks: Recognize and assess risks that customers might encounter when using the service.
Implement safeguards: Put measures in place to mitigate these risks and enhance the overall security and reliability of the service.
Ensure compliance: Make sure the service complies with relevant regulations, standards, and best practices to reduce risks for the consumer.
The goal is to create a service that is as risk-free as possible for the consumer, enhancing their confidence and trust in the service provider. By addressing and mitigating risks, the service can better meet the needs of the consumer and provide a more secure and reliable
risks imposed on a consumer by the service (risks of service
consumption). An example of this would be a service provider ceasing
to trade, or experiencing a security breach…Risks Imposed on the Consumer by the Service” refers to potential risks or challenges that a service may introduce to the customer or consumer. These are risks that the customer might encounter as a result of using the service. Service providers should be aware of these risks and work to minimize or mitigate them to ensure a better customer experience.
Risks imposed on the consumer by the service might include:
Security risks: If the service is not adequately secure, the customer could face data breaches or other security issues.
Reliability risks: If the service frequently experiences downtime or disruptions, the customer’s operations or business could be negatively impacted.
Compliance risks: If the service does not adhere to industry regulations or standards, the customer may face legal or regulatory challenges.
Service providers should strive to identify and reduce such risks to a minimum, ensuring that the customer’s experience is as smooth and secure as possible. This is important for maintaining customer satisfaction and trust in the service.
The
consumer contributes to the reduction of risk through….. And…..
actively participating in the definition of the requirements of the service
and the clarification of its required outcomes.
clearly communicating the critical success factors (CSFs) and
constraints that apply to the service.
ensuring the provider has access to the necessary resources of the
consumer throughout the service relationship.
