Key concepts from Direct , Plan and Improve Flashcards

1
Q

Steering

A

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.

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2
Q

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

A

Steering

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3
Q

Planning

A

the definition of a method to achieve a goal or the creation of a detailed programme of action

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4
Q

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

A

Planning

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5
Q

Improvement

A

A deliberately introduced change that increases value for one or more stakeholders

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6
Q

Operating model

A

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

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7
Q

The ITIL service value chain is a ….

A

operating model

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8
Q

Covers all activities required for the creation, delivery and management of products and services

A

operating model

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9
Q

Enables the organisation to explore complex structures and dynamics

A

operating model

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10
Q

Divides complex systems into simpler subsystems

A

operating model

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11
Q

method

A

a procedure, technique or process for performing a task. Methods are structured and systematic.

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12
Q

Vision

A

A defined description of the direction in which an organisation wishes to develop in the future

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13
Q

Mission

A

A brief but complete description of the general purpose and intentions of an organisation

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14
Q

Operation:

A

The routine execution and management of an activity, product, service or other configuration Items

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15
Q

Tactics

A

specific methods by which a strategy is implemented

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16
Q

Strategy:

A

A comprehensive approach or course of action defined by an organisation to achieve its goals

17
Q

can be defined on several levels, but must be cascaded and linked to objectives

A

Strategy

18
Q

can be changed or or abandoned as needed. It often involves standard ways of working.

A

Tactic

19
Q

can include predictable repetitive work with known procedures AND management of unique situations

A

Operation

20
Q

Value

A

The perceived usefulness and importance of something

21
Q

outcome

A

An outcome for a stakeholder that is enabled by one or more outputs.

22
Q

Cost

A

The amount of money spent on a particular activity or resource.

23
Q

Risk

A

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

24
Q

What do support the results while managing costs and risks?

A

Services