Module 2 - Key Concepts of Service Mangement Flashcards
Why is a shared understanding of the key concepts and terminology of ITIL by organisations and individuals critical?
It is important, because you need to be able to use the guidance effectively to address real world service management challenges.
What applies to all organisations, regardless of their nature of business?
The key concepts of ITSM/
What is the definition of Service Management?
A set if specialised organisational capabilities to enable value for customers in the form of services.
Where do you need areas of knowledge in for the capabilities set within service management?
Nature of value, Nature and scope of stakeholders, How services enable value creation.
What is the main purpose for an organisation?
To create value for stakeholders.
What is the definition of value?
The percieved benefits, usefulness, and importance of something.
Is value subjective to the perception from the stakeholders?
Yes it is, value is subjective and is made from how the stakeholders percieve it.
What is the best way for providers to create value for the consumer?
To actively collaborate with the consumer.
Where did providers previously go wrong with value creation?
They went wrong by isolating themselves from the consumer and defined the value themselves for the consumer.
What is the analogy that best describes the relationship between organisations and consumers in the isolated traditional way?
The deliverance of value to consumers is comparable to how a package is delivered by a delivery company.
What word best describes the relationship between the provider and the consumer in the non-collaborative model?
Mono-directional and distant.
What is the definition of a business?
A business is an individual or a organisation that engages in commericial or industrial activities on a regular basis.
What can a business catergorise itself into?
Profit and non-profit, although usually tends to gravitate towards being profitable.
Define “Organisation”
A person or group that has its own functions with responsibilities, authorities, relationships, to achieve its objectives.
How do organisations differ from one another?
They differ in size and complexity, ranging from a single person, team, to a multifaceted network of departments.
