Lesson 1 Flashcards
ITIL acronym
Information Technology Infrastructure Library
Service Value System (SVS)
Foundation of ITIL; model with five components that create value
Foundation of ITIL; model with five components that create value
Service Value System (SVS)
Trigger of SVS
Demand for new or changed services
Service Management
A set of specialized organizational capabilities for enabling value for customers in the form of services
Service
Means of enabling value co-creation; outcomes
Service Consumer Types
- Customer
- User
- Sponsor
Customer
key stakeholder
User
Uses the service
Sponsor
Authorizes/approves the budget
Service offering
One or more services for the needs of a target consumer group
Goods
Supplied to the consumer
Access to resources
Access is granted or licensed
Service Actions
Performed according to agreement by service provider
Output
Tangible or intangible deliverable of an activity
