Module #2 Flashcards
A series of steps an organization undertakes to create and deliver products and services to consumers
Value Stream
A simple representation of work
Value stream
Many different types, and the types do not follow the same route
Value stream
The same resources (people, tools, suppliers, processes) can appear in different parts of this.
Value stream
Every value stream starts with _____ and ends with _____
Demand & Value
Every value stream starts with _____
Demand
Every value stream ends with _____
Value
A value stream can touch what?
one, some or all value chain activities
Can a value stream repeat value chain activities?
Yes!
This generates outputs that can be used to create intended outcomes
Value Stream
These are focused around the flow of activity from demand or opportunity to customer value
Value stream
How many steps does a value stream have?
one or more
What is a value stream step made up of?
One or more actions that accomplish a specific objective
How do actions in a value stream take place?
Sequentially, or in parallel
True or false?
Each step of the value stream can be described as a process, or as a value stream for a lower-level organization
true
What does cascading value streams to lower level value streams or process allow organizations to do?
- Focus on value for the high level value stream by combining value streams and processes
- Progress iteratively with feedback
- Collaborate and promote visibility into how work flows across the orgs and teams
- Think and work holistically, by understanding how the wider org or ecosystem works and benefits from work being done by the participating parties
a value stream can be documented from which two perspectives?
- Designed = aspirational
- Explored = reality
A value stream always starts with what?
Demand
A value stream always ends with what?>
Value being created or restored for a stakeholder
Can a value stream loop around and repeat?
yes, this will reflect the context and environment in which work is being done
Things to take into account when deciding what constitutes a separate step in a value stream
What level of detail do we need to represent?
Are there handoffs between people and teams?
Are there multiple value chain activities included in the work? (If so, you may want to present as separate steps)
Are the steps executed by the same group of people or resource? (If so, you might want to combine into a single step)
What does this describe?
- Define the use case, or scenario for the value stream by describing the: Demand, trigger, outcomes, value creation or restoration
- Document the steps from demand to value
- Map the steps to the service value chain
- Break down the steps into actions and tasks
- Identify practices and associated resources that contribute to the completion of each step.
Designing a value stream
What are the four dimensions of ITIL?
Orgs & People
Value streams & Processes
Information & Technology
Partners & suppliers
Describing a step in a value stream includes identifying
Name Triggers Needed info Practice contributions Actions & tasks Constraints Outputs Estimated or target lead time
A method of visualizing the flow from demand/opportunity to value and planning how that flow can be improved
Value Stream Mapping
True or False?
Local optimizations can create a bottleneck further down the value stream and can potentially make the overall performance of the value stream worse, not better.
True
Value stream mapping does what?
Outlines the series of steps for the high level flow of work, helping to remove waste
What can value stream mapping do?
Identify activities that are adding value, or not adding value
Make waste visible
Provide insight into opportunities for optimizations and automation
Documenting the current state of the workflow
Planning what changes will be made to improve the workflow
True or false?
Eliminating waste along the entire value stream, instead of at isolated points, creates processes that need less human effort, less space, less capital, and less time to make the process more efficient (Including making products and services at far less cost and with fewer defects)
True
What are the 6 items to measure Value stream metrics?
Cycle time Wait time Queue Lead time Work in Progress (WIP) Throughput
What is littles law?
Work in progress = throughput x lead time
What is cycle time?
The amount of time required to complete a discrete unit of work
What is wait time?
The amount of time a discrete unit of work waits in a queue before it is worked on
What is a Queue?
The number of discrete units of work waiting to be operated on by the step, action, or task
What is lead time?
The sum of cycle time(s) and wait time(s) from start to finish
What is WIP?
Work in Progress - the number of discrete units of work currently being operated on, but which are not yet completed
What is throughput?
The rate at which work enters or exits the system
What methodology does this describe?
LT= WIP/Throughput
Littles law
What are two common examples of value streams?
- Development of a new service
- Restoration of a live service
The following is a list of considerations for designing a value stream for ____
________?
- How will the work be managed?
- Establishing the right level of Oversight, or Bureaucracy
- Creating an end-to-end holistic vision for the work
- Ensuring there is a clear understanding of the customers goals and expectations
- understanding the customer’s journey
A new service
What is waterfall?
Large increments with sequential stage-gated phases
What is agile?
Small increments that provide fast feedback and change loops
Where can demand for a new service come from?
- Consumer
- External stakeholder
- Member of the service provider’s business function
- member of the organization’s governance body
What is a user story?
As a
I want
So that
A value stream typically includes six key steps
- Acknowledge and document service requirements
- Decide whether to invest in the new service
- Design and architect the new service to meet customer requirements
- Build, Configure, or buy service components
- Deploy service components in preparation for launch
- Release new service to customers and users
Practices that support development of a new service
- service design
- software development
- service validation and testing
- Change enablement
- Deployment management
- Release management
What step in the value stream creation does this describe?
- Engage with requester and stakeholder to collect information about requirements, benefits, costs and risks
- Collect information to submit a business case that can be used to perform a viability assessment
- Related practices: Business analysis, portfolio management, relationship management, service configuration management, service level management
Engage: Acknowledge and document service requirements
What step in the value stream creation does this describe?
Plan the work - clarify costs, benefits and risks. Perform viability assessment
Management decides whether to improve investment
Plan: Decide whether to invest in the new service
What step in the value stream creation does this describe?
Design the service, service components, customer and user experience
Create a service design package
Translate the design into specifications
Design & Transition: Design & Architect a new service
What step in the value stream creation does this describe?
Obtain or build service components
Acknowledge and configure both the technical and non-technical aspects of products and services
related practices: release management, service validation and testing, software development management
Obtain/build: Build, configure, or buy service components
What step in the value stream creation does this describe?
Begin work to modify live products and services, plan the release, create materials to build customer awareness
Related practices: Change enablement, deployment management, release management
Design & transition: deploy service components
What step in the value stream creation does this describe?
Execute the release plan and make the service components available. Provide early life support
Related practices: release management, software development management
Deliver & Support: release new service to customers and users
Release management is responsible for what?
Education, training, creating knowledge
What is the purpose of service design?
To design products and services that are fit for purpose, fit for use, and that can be delivered by the organization and its ecosystem.
Service design considerations include:
Other products and services All relevant parties, users, customers and suppliers Existing architectures Required technology Service management practices Measurements and metrics
For these reasons _______ __________ is important?
- Iterative and incremental approach to service design ensures products and services can continually adapt to the needs to the org and customers
- In the absence of design, products and services can be expensive to run and prone to failure
Service Design
This list describes the purpose of _______ __________?
- Business and customer oriented focused and driven
- Cost-effective
- Meet information and physical security requirements
- Flexible and adaptable, and also fit for purpose
- Can absorb an increasing demand in volume
- Meet demands for continuous operation
- Managed and operated to an acceptable level of risk
The purpose of service design
This type of thinking is a practical, human-centered approach that accelerates innovation
Design thinking
Design thinking is always focused on what?
The customer, or user experience
This way of thinking is used to solve complex problems and find practical, creative solutions that meet the needs of both the organization and its customers. It is complementary to lean & agile methodologies
Design thinking
Activities include:
- Inspiration and empathy
- Ideation
- Prototyping
- Implementation
- Evaluation
Design thinking
The following list are success factors for __________ __________?
- Establishing and maintaining an effective organization-wide approach to service design
- Ensuring that services are fit for purpose and fit for use throughout their lifecycle
Service design practices success factors
The purpose of _____________ is to ensure that applications meet internal and external stakeholder needs, in terms of functionality, reliability, maintainability, compliance, and auditability.
Software development and management
This describes what?
- Focuses on applications
- Covers the whole lifecycle of applications: development, artifact management, operating the application
Software development and management
The following is a list of success factors for what practice?
- Agree on and improve an organizations approach to the development and management of software
- Ensure that software continually meets the orgs requirements and quality criteria throughout it’s lifecycle
Software development and management
This describes what?
- Focuses on the tactical decision to select the best approach for each software product, based on the organizations requirement for the product.
- Considers both the work to be completed and the resources needed to execute the work
SD&M: agree on and improve an approach
This software development and management practice is effective when:
Requirements and priorities, how to develop the software, and which resources are needed are known
What is the approach?
Waterfall
This type of approach to Service Design & management is effective when:
Requirements and priorities are known, but it is not yet known how to develop the software and which resources are needed. The most important work items are developed first
What is the approach?
Timeboxing
This type of approach to Service Design & management is effective when:
Requirements and priorities are known at a high level but are difficult to finalize. Allows product owners to experience and refine the product across several iterations
What is the approach?
Linear iterative approach
This type of approach to Service Design & management is effective when:
Requirements are ambiguous or even unarticulated. Product owners can use prototypes to help formulate the requirements
what is the approach?
Parallel experimentation
What is Warranty?
Availability, continuity, security
_____ quality includes characteristics and requirements such as utility (functional suitability, and usability) and warranty (performance, efficiency, maintainability) requirements.
Software quality
What limits technical debt?
Investing in maintainability
important components of this success factor include:
- Understanding the source code, how the various modules are interrelated, and the application architecture
- Understanding the requirements and the context in which the application is used
- Ensuring that non-functional (warranty) requirements are included in the definition of done
- Creating tests before coding
- Effective version control
- Approaching the task coding with an appreciation of its difficulty and limitations of the human mind
- Adhering to coding conventions
- Peer review
- Fast feedback from testing
Ensure software meets requirements and quality criteria
The purpose of _____________________ practice is to ensure that new or changed products and services meet defined requirements
Service validation and testing
What does this describe?
- Based on input from customers, business objectives and regulatory requirements
- Is documented as part of the design and transition value chain activity
Service value