Key Concepts Flashcards
a set of specialized organizational capabilities for enabling value for customers in the form of services
service management
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 configuration of resources, created by the organization, that will be potentially valuable for their customers
product
the perceived benefits, usefulness and importance of something
value
the purpose of organizations is to create ______ for stakeholders
value
The two major components of the ITIL framework are ______________ and _________________
Service Value System (SVS) and four dimensions of service management
A service is a means of enabling value co-creation by facilitating _____________ that customers want to achieve
outcomes
The two types of cost in ITSM are ____________________ by service and ___________________ by service.
cost removed from the consumer, cost imposed on the consumer
___________ is the core of the Service Value System (SVS)
Service Value Chain (SVC)
Results desired by a stakeholder from one or more outputs is known as ____________
outcomes
A service provider describes a package that includes a laptop with software, licenses and support. This is an example of _______________
service offering
_______________ act as an input to SVS.
Opportunity/demand
____________ means the assurance that a product or service will meet agreed requirements
warranty
______________ is a set of specialized organizational capabilities for enabling value for customers in the form of services.
service management
_____________ is the perceived benefits, usefulness, and importance of something.
value
guiding principles and practices are part of _________
SVS
__________ is a tangible or intangible deliverable of an activity
output
_________ ensures areas such as availability, capacity, security and continuity
warranty
person(s) who defines the requirements for a service and takes responsibility for the outcomes of service consumption is a _________
customer
___________ authorizes the budget for service consumption
sponsor
____________ is the output of SVS
value
Information & Technology and Partners & Suppliers are the components of ___________
four dimensions of service management
Value is _________ through an active collaboration between providers and consumers.
co-created
replacement of fault component of machine is the example of ___________
service action
service provision and service consumption are enabled through ____________
service relationships
What are the core components of the ITIL SVS?
The ITIL service value chain, ITIL practices, ITIL guiding principles, governance, continual improvement
the ________ ensures a holistic approach of service management from which component of the SVS should be considered
four dimensions model
What are the four dimensions of service management
Organizations and people
Information and technology
partners and suppliers
value stream and processes
What are the external factors affecting the four dimensions of service management?
Political
Economical
Social
Technological
Legal
Environmental
Which is not a core component of the ITIL service value system?
1.guiding principles
2.the four dimensions model
3.the service value chain
4.the service management practices
- the four dimensions model
True or false: guiding principles are a part of four dimensions of service management?
false
Developing the specialized organizational capabilities for service management requires an understanding of what?
the nature of value
the nature and scope of stakeholder involvement
how value creation is enabled through services
_________ is the measurable improvement resulting from an outcome
benefits
Acting as a ________, an organization produces _________ that help its consumers to achieve certain __________.
service provider
outputs
outcomes
___________ is the amount of money spent on a specific activity or resource
costs
________ is the costs removed from the consumer by the service and costs imposed on the consumer by the service.
service consumer’s perspective of cost
_____________ is the cost of service provision and should ensure that services are delivered within budget constraints and meet the financial expectations
service provider’s perspective of cost
_________ are possible events that could cause harm or loss or make it more difficult to achieve objectives. can be used for measuring the ____________.
risks
probability of positive outcomes as well as negative outcomes
Risk removed from a consumer by service and risk imposed on a consumer by service
service consumer’s perspective of risk
How does the service consumer contribute to the reduction of risk?
- actively participates in the definition of requirements of the service and the clarification of its required outcomes
- clearly communicating the critical success factors and constraints that apply to the service
- ensuring the provider has access to the necessary resources of the consumer throughout the service relationship
The following are the key elements of _________:
1. fit for purpose
2. what the service does
3. supports the performance of the consumer and removes constraints from the consumer.
4. the functionality offered by a product or service to meet a particular need
utility
The following are the key elements of ______:
1. fit for use
2. how the service performs
3. addresses areas such as availability, capacity, security and continuity
4. assurance that a product or service will meet agreed requirements
5. relates to the service levels aligned with the needs of service consumers
warranty
what are all the types of stakeholders?
- organization
- service providers
- service consumer
- customers
- user
- sponsor
- other stakeholders
____________ is a person or group of people that has its own functions with responsibilities, authorities and relationships to achieve its objectives
organization
__________ is an organization that undertakes provisioning of services. It can be external to the consumer’s organization or part of the same organization.
service providers
__________ is the organization receiving the services and helps to define their perception of value.
service consumer
___________ is a person who defines the requirements for a service and takes responsibility for the outcomes of service consumption.
customers
______ is a person who uses services
user
__________ is a person who authorizes budget for service consumption.
sponsor
_____________ are individual employees, partners & suppliers, investors, shareholders, government organizations, and social groups
other stakeholders
example of value for service consumer
benefits achieved; costs and risks optimized
example of value for service provider
funding from the consumer; business development; image improvement
example of value for service provider employees
financial and non-financial incentives; career and professional development; sense of purpose
example of value for society and community
employment; taxes; organizations’ contribution to the development of the community
example of value for charity organizations
financial and non-financial contributions from other organizations
example of value for shareholders
financial benefits, such as dividends; sense of assurance and stability
___________ is a configuration of an organization’s resources designed to offer value for a consumer.
products
_______ 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
service providers present their services to consumers in the form of ___________. represents a description of one or more services, designed to address the needs of a target consumer group.
service offering
a service offering may include:
- goods
- access to resources
- service actions
description of the component of service offering: goods
- supplied to consumer
- ownership transferred
- consumer takes responsibility for future use
description of component of service offering: access to resources
- ownership is NOT transferred to the consumer
- access is granted or licensed to the consumer under the agreed terms and conditions.
- the consumer can only access the resources during the agreed consumption period and according to the agreed service terms.
description of component of service offering: service actions
- performed by the service provider to address a consumer’s needs.
- performed according to an agreement with the consumer
__________ are established between two or more organizations to co-create value. It refers to a cooperation between a service provider and service consumer.
service relationship
The three elements of service relationships:
- service provision
- service consumption
- service relationship management
In a service relationship, organizations with take on the roles of service providers and service consumers. The two roles are not mutually exclusive, and organizations typically both provide and consumer a number of services at any given time.
service relationship model
What ensures areas such as availability, capacity, security and continuity?
warranty
True or false: two types of costs in ITSM are cost removed by the service and the cost imposed by the service.
true
service provision and service consumption are enabled through __________
service relationships
