Key concepts from Direct , Plan and Improve Flashcards
Steering
To lead, guide or direct or instruct something. This includes setting and communicating the vision, purpose, goals and core principles for an organisation or team. This may also include directing or guiding the organisation or team in terms of its goals.
Supports the creation and development of an action plan
Formulates the expected results
Defines appropriate basic principles
Provides sufficient clarity but leaves flexibility for creative work
… power can be formal or informal
Steering
Planning
the definition of a method to achieve a goal or the creation of a detailed programme of action
Improves coordination
Reduces waste and risks
Should be iterative and involve continuous reassessment and adaptation.
Too much …May delay action, Can make it difficult to deal with unexpected events
Too little …: Can lead to rework, errors and waste
Planning
Improvement
A deliberately introduced change that increases value for one or more stakeholders
Operating model
A conceptual and/or visual representation of how an organisation creates value together with its customers and other stakeholders and how the organisation manages itself
The ITIL service value chain is a ….
operating model
Covers all activities required for the creation, delivery and management of products and services
operating model
Enables the organisation to explore complex structures and dynamics
operating model
Divides complex systems into simpler subsystems
operating model
method
a procedure, technique or process for performing a task. Methods are structured and systematic.
Vision
A defined description of the direction in which an organisation wishes to develop in the future
Mission
A brief but complete description of the general purpose and intentions of an organisation
Operation:
The routine execution and management of an activity, product, service or other configuration Items
Tactics
specific methods by which a strategy is implemented
Strategy:
A comprehensive approach or course of action defined by an organisation to achieve its goals
can be defined on several levels, but must be cascaded and linked to objectives
Strategy
can be changed or or abandoned as needed. It often involves standard ways of working.
Tactic
can include predictable repetitive work with known procedures AND management of unique situations
Operation
Value
The perceived usefulness and importance of something
outcome
An outcome for a stakeholder that is enabled by one or more outputs.
Cost
The amount of money spent on a particular activity or resource.
Risk
A possible event that could lead to damage or loss or make it difficult to achieve goals. Can also be
be defined as uncertainty of the result
What do support the results while managing costs and risks?
Services
