Key Points Flashcards
What is the purpose of ITIL 4?
To provide guidance organizations need to address new service management challenges and utilize the potential of modern technology
What is the ITIL Service value system?
Represents how various components and activities of the organization work together to facilitate value co creation through IT-enabled services
What are the core components of ITIL?
Service value chain, ITIL practices, Guiding Principles, Governance, and Continual Improvement
What are the four dimensions of Service Management?
Organizations and People, Information and Technology, Partners and Suppliers, and Value Stems and Processes
Provides operating model for creation, delivery, and continual improvement of services
Service Value Chain
Each practice support’s multiple service value chain activities; provides a comprehensive and versatile toolset for ITSM practitioners
Practices
Create the foundation for an organization’s culture and behavior from strategic decision making to daily operations
Guiding Principles
Activities that enable organizations to continually align their operations with the strategic direction set by the governing body
Governance
Provides organizations with a simple and practical model to maintain their resilience and agility in a constantly changing environment
Continual Improvement
Ensures the way an organization is structured and managed is well defined and supports its overall strategy and operating model
Organizations and People
Includes the information and knowledge used to deliver services, and the information and technology used to manage all aspects of the service value system
Information and Technology
Encompasses the relationship an organization has with other organizations that are involved in the design, development, delivery, support, and/or continual improvement of services
Partners and Suppliers
Defines the activities, workflows, controls, and procedures needed to achieve the agreed objectives
Value Streams and Processes
A set of specialized organizational capabilities for enabling value for customers in the form of services
Service Management
What is the purpose of an organization?
To create value for stakeholders
