ITIL4 Essentials

Question 1

What are the 4 dimensions of Service Management?

Answer 1

• *Organisations and people** - Structure, Culture, Competencies, Roles and Responsibilities
• *Information and Technology** - Information Considerations, Technology, Terms (Availability, reliability, accessibility, accuracy, relevance)
• *Partners and Suppliers** - Relationships, strategy, Influencing factors (resource, expertise, demand)
• *Value streams and processes -**

Question 2

Which factors can affect Service Management dimensions (PESTEL)?

Answer 2

• *Political** – Impact of legislation on organisations like Uber and Airbnb
• *Economic** – a recession might mean that consumers are less willing to purchase some types of service
• *Social** – Seasonal events like religious and public holidays
• *Technological** – Many new technologies such as AI, RPA, etc have yet to reach their full potential
• *Environmental** – a mild winter might leave a clothes retailer with large numbers of unsold coats
• *Legal** – What legislation and regulations affect an organisation, product or service? What policies does an organisation have internally? – Cloud within EU territory

Question 3

What are the steps to perform value stream mapping?

Answer 3

Identify all the activities and steps in the process

Record the average time it takes to complete each step and the average wait time between each step

Map this on a single diagram showing value add times and wait times

Identify the delays that can be reduced, perhaps using the longest delay or the one that is the simplest to fix.

Question 4

What are some key messages for processes?

Answer 4

A process is a set of interrelated activities that transfroms inputs to outputs

They describe what is done to accomplish an objective

Well defined processes can improve productivity within and across organisations

They are usually detailed in procedures, which outline who is involved and work instructions

Question 5

What is SVS in ITLIL 4?

Answer 5

The ITIL SVS is a model representing how all the components and activities of an organisation work together to facilitate value creation.

Question 6

What does an SVS include?

Answer 6

Guiding principles – Recommendations that can guide an organisation in all circumstances

Governance – The means by which an organisation is directed and controlled.

Service value chain – A set of interconnected activities that an organisation performs to deliver a valuable product or service to its consumers and to facilitate value realisation

Practices – Sets of organisational resources designed for performing work or accomplishing an objective.

Continual improvement – A recurring organisational activity performed at all levels to ensure that performance is always aligned to changing stakeholder expectations

Inputs and outcomes – Opportunity / demand and value

Question 7

What are the guiding principles of the SVS?

Answer 7

1. Focus on value - everything should link back to value for the organization, its customers and other stakeholders 2. Start where you are - resist the temptation to completely remove what has been done in the past. This is rarely necessary or a wise decision 3. Progress iteratively with feedback - resist the temptation to do everything at once and organize work into smaller, manageable sections 4. Collaborate and promote visibility - it increases the likelihood of long term success 5. Think and work holistically - handle activities as a whole, rather than separate parts 6. Keep it simple and practical - use outcome based thinking to produce practical solutions. Processes and services that are easy to understand are more likely to be used