ITSM Overview Flashcards
Value is always ‘co-created’ by the activities enacted
by the ___________ and the provider.
Consumer
True or False: Creating a value is a linear transaction.
False: Creating value is NOT a linear transaction
True or False: Service value must be seen as flexible and service
delivery must also be accepted as a moving, rather
than fixed entity.
True
Facilitates integration and coordination of
various organizational components and activities and
provides a strong, unified, value-focused direction for
the organization
Service Value System (SVS)
The purpose of the _________________ (SVS) is to ensure that the organization continually co-creates value with all stakeholders through the use and management of products and
services.
Service Value System
True or False: The Service Value System (SVS) facilitates the journey from opportunities (demand in the form of feedback, new requirements, updates etc.) for new or improved services and - through a joined-up, effective and efficient operation, produces value.
True
Five parts of the Service Value System: (SVS)
- Guiding Principles
- Governing
- Service Value Chain
- Practices
- Continual improvement
Parts of the Service Value System:
Which part of the SVS consists of recommendations that guide an organization and its people on how to work flexibly in all circumstances.
Guiding Principles
Parts of the Service Value System:
Which part of the SVS includes the means by which an organization is directed and controlled
Governance
Parts of the Service Value System:
Which part of the SVS is an operating model which outlines the key activities required to respond to demand and facilitate value creation through the creation and management of products and services
Service Value Chain
Parts of the Service Value System:
Which part consists of sets of organizational resources designed for performing work or accomplishing an objective, including process and capabilities
Practices
Parts of the Service Value System:
Which part of the SVS is a recurring organizational activity performed at all levels to ensure that an organization’s performance continually improves in
meeting stakeholders’ expectations
Continual Improvement
True or False: To support a holistic approach to
service management, ITIL defines 4 dimensions that collectively are critical to the effective and efficient facilitation of value for consumers in the form of products and services
True
4 Dimensions of IT Service Management
- Organization and People
- Information and Technology
- Value Streams and Processes
- Partners and Suppliers
A set of specialized organizational capabilities for enabling value for customers in the form of services
Service management
True or False: Developing the specialized organizational capabilities mentioned in the definition of Service Management requires an understanding of:
1) The nature of value
2) The nature and scope of the stakeholders involved
3) how value creation is enabled through services
True
The purpose of an organization is to create value for _________
Stakeholders
________ is the perceived benefits, usefulness and importance of something
Value
True or False: Value can be subjective
True
Providers should no longer work in ________ to define what will be of value to their customers.
isolation
Who are the stakeholders in service management?
1) Organization
2) Service providers
3) Service consumers
4) Other stakeholders
Which stakeholder is described as a person or group of people that has its own functions with responsibilities, authorities and relationships to achieve its objectives?
Organization
3 roles in Service Consumption:
1) The role that defines the reqiurements for a service and takes responsibility for the outcomes of service consumption.
Customer
3 roles in Service Consumption:
2. The role that uses the services
User
3 roles in Service Consumption:
The role that authorizes budget for service consumption
Sponsor
________ is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks
Service
A _________ is a configuration of an organization’s resources desgined to offer vale for a consumer
Product
True or False: A service that an organization provides is based on one or more of its products
True
People, information and technology, value streams and processes and partners and suppliers are considered______ of an organization.
Resources
True or False: Products are typically cmplex and not fully visible to the consumer.
True
True or False: A product is not exclusive to one consumer group.
True
Service providers present their services to consumers in the form of __________ _________
Service Offerings
A ______ _______ is a formal description of one or more services, designed to address the needs of a target consumer group.
Service offering
3 types of service offerings:
1 Goods
- Access to resources
- Service actions
Which service offering is:
1) Supplied to the consumer
2) Has Ownership transferred to the consumer
3) the consumer takes responsibility for future use
- Goods
Which service offering:
1) Ownership is not transferred to the consumer
2) Access is granted or licensed to the consumer under agreed terms and conditions
3) The consumer can only access the resources during the agreed consumption period and according to other agreed service terms
Access to resources
Which service catalog offering:
1) Is performed by the service provider to address the consumer’s needs
2) Performed according to an agreement with the consumer
Service actions
A cooperation between a service provider and service consumer.
Service relationship
True or False: Service relationships include service provision, service consumption, and service relationship management.
True
______ provision includes the following activities:
1) management of the provider’s resources, configured to deliver the service
2) Ensuring access to these resources for the users
3) Fulfillment of the agreed service actions
4) Service level management and continual improvement
5) Supplying of goods
Service provision
Service_________ activities include:
1) management of the consumer’s resources needed to use the service.
2) service actions performed by the users, including utilizing the provider’s resources and requesting service actions to be fulfilled
3. Receiving (acquiring goods)
Consumption
Joint activities performed by a service provider and consumer to ensure continual value co-creation based on agreed and available service offerings.
Service relationship management
An _____ is a tangible or intangible deliverable of an activity.
Output
An ___________ is a result for a stakeholder enabled by one or more outputs.
Outcome
______ is the amount of money spent on a specific activity or resource.
Cost
______ is a possible event that could cause harm or loss or make it more difficult to achieve objectives.
Risk
______ is the functionality offered by a product or service to meet a particular need, essentially “What the service does”
Utility
______ is an assurance that a product or service will meet agreed requirements or “how the service peforms”
Warranty
Both ______ and _______ are essential for a service to facilitate its desired outcomes and help create value
utility and warranty
Product______ drive service outcomes (results) that realize customer benefits and goals
Outputs
The _____ is the difference the output made to customer goals.
Outcome
