Module 1 Flashcards
What is the purpose of ITIL?
To provide organisations with comprehensive guidance for the management of IT-enabled services in a digital economy
*Define a service [1.a.i]
A means of enabling value co-creation by facilitating desired outcomes for customers, without the customer needing to manage specific costs & risks. They are based on 1 or more of an organisation’s products
*Define utility [1.a.ii]
Functionality offered by a product/service to meet a particular need. What a service does & how its fitness for purpose is determined
*Define warranty [1.a.iii]
Assurance that a product/service will meet agreed requirements. How a service performs & is used to determine whether it is fit for use
What is a product? [1.a.i]
A configuration of an organisation’s resources designed to offer value for a consumer. They are complex & not fully visible to a consumer - organisations define which components they see & tailor them to suit target consumer groups
What is value co-creation? [1.a.i]
It requires collaboration between the provider & the consumer to have a mutually beneficial, interactive relationship
*Define customers [1.a.iv]
They define the requirements for services & take responsibility for outcomes
*Define users [1.a.v]
They use services
*Define service management [1.a.vi]
A set of specialised organisational capabilities for enabling value to customers in the form of services
What is necessary for developing specialised organisational capabilities? [1.a.vi]
An understanding of the nature of value, nature & scope of stakeholders & how value creation is enabled through services
What are stakeholders? [1.a.vi]
Service providers, consumers & other stakeholders e.g. employees, investors, social & community groups, government organisations, partners & suppliers
*Define sponsors [1.a.vii]
They authorise the budget for service consumption
*What is cost? [1.b.i]
The amount of money spent on a specific activity/resource. From a consumer perspective, there are 2 types involved in a service relationship: costs removed from them by the service as part of the value proposition & costs imposed on them by the service (cost of service consumption)
*What is value? [1.b.ii]
The perceived benefits, usefulness & importance of something
What are the 2 types of value? [1.b.ii]
Direct e.g. revenue generation or indirect e.g. employee experience or society benefitting from job provision
*What is an organisation? [1.b.iii]
It varies in size & complexity & in relation to legal entities can range from 1 person, a team or a complex network of legal entities united by common objectives, relationships & authorities
Value created in different ways depending on how they operate
*What is an outcome? [1.b.iv]
A result for a stakeholder enabled by 1 or more outputs
*What is an output? [1.b.v]
A tangible or intangible delivery of an activity
*What is risk? [1.b.vi]
A possible event that could cause harm/loss or make it more difficult to achieve objectives. Can also be defined as uncertainty of outcome & used in the context of measuring probability of positive & negative outcomes
Those of concern to the consumer are those imposed on them & those removed from them
*How can risk be managed? [1.b.vi]
Actively participating in the definition of service requirements & requiring outcome clarification, clearly communicating CSFs & constraints applying to the service & ensuing the provider has access to necessary resources of the consumer throughout the service relationship
*What are utility & warranty? [1.b.vii]
All the service characteristics required to facilitate that valuable outcome
*What must a service do to have utility? [1.b.vii]
Either support the performance of the consumer or remove constraints from the consumer, many services do both
*What does warranty relate to? [1.b.viii]
Often relates to service levels aligned with needs of service consumers, either based on formal agreement, marketing message or brand image. Typically includes service availability, capacity, security levels & continuity
*What are service relationships? [1.c]
They are established between 2 or more organisations to co-create value. Organisations take on the role of service providers/consumers. These roles are not mutually exclusive as organisations often provide & consume several services at a time. There is cooperation between the service provider & the consumer, and includes service provision, consumption & relationship management
*What is a service offering? [1.c.i]
1 or more services designed to address the needs of a target consumer group. It may include goods, access to resources & service actions
*What are goods? [1.c.i]
When ownership is transferred to a consumer and the consumer takes responsibility for future use
*Describe access to resources? [1.c.i]
When ownership is not transferred to a consumer, access is granted/licensed under agreed conditions
*What are service actions? [1.c.i]
They are performed by the provider to address consumer need according to a consumer agreement
*What is service relationship management? [1.c.ii]
Joint activities performed by the service provider & consumer to ensure continual value co-creation, based on agreed & available service offerings
*What is service provision? [1.c.iii]
It is performed by an organisation to provide services. It includes management of the provider’s resources which are configured to deliver a service. This ensuries access to resources for users, fulfillment of agreed service actions, service level management & continual improvement
*What are service providers? [1.c.iii]
Organisations which deliver services, can be external or internal. They produce outputs to help consumers achieve certain outcomes & undertake some of the associated risks & costs
*What is service consumption? [1.c.iv]
Activities performed by an organisation to consume services. It includes management of consumer’s resources needed to use the service & service actions performed by users, including using the provider’s resources & requesting service actions be fulfilled. It may include receiving goods
*What are service consumers? [1.c.iv]
Those to whom services are delivered. Roles include customers, users & sponsors - these roles can be separated or combined. They can have conflicting service expectations & different definitions of value
