MODULE 3,4 & 5(Four dimensions of service management, ITIL service value system and ITIL service value chain) Flashcards
to prepare for itil exams
what are the four dimensions of service management
organizations and people
value streams and processes
partners and suppliers
information and technology
what is SVS in ITIL
service value system
what is service management
describes entire ecosystem of inputs to the system(opportunity and demand), elements of the system(governance and continual improvement) and outputs(achievement of org objectives)
what are components of an ITIL SVS
guiding principles
governance
service value chain
practices
continual improvement
opportunity demand and value
what are guiding principles
recommendations that guide an organization in all circumstances regardless of changes in goals, strategies, type of work, or management structure
what is governance
the means by which an organization is directed and controlled
service value chain
interconnected activities that an organization performs to deliver a valuable product or service to its customers and to facilitate value realization
what are practices
sets of organizational resources designed for performing work or accomplishing an objective
what is continual improvement
a recurring organizational activity performed at all levels to ensure an organization’s performance continually meets stakeholders’ expectations
what are the six value chain activities
plan
improve
engage
design and transition
obtain/build
deliver and support
what is the purpose of a plan value chain activity
to ensure a shared understanding of the vision, current status, and improvement direction for all four dimensions and org’s products and services
what is the purpose of improve value chain activity
to ensure a continual improvement of products, services and practices across all value chain activities and four dimensions of service management
what is the purpose of engage value chain activity
provide a good understanding of stakeholder needs, transparency, and continual engagement and good relationship with stakeholders
what is the purpose of design and transition value chain activity
ensure products and services continually meet stakeholder expectations for quality, costs and time to market
what is the purpose of obtain/build value chain activity
to ensure that service components are available when and where they are needed and meet agreed specifications
