Module 5 Flashcards
*Describe the interconnected nature of the SVC? [5.a]
Represents each of the steps an organisation takes in the creation of value. Each activity transforms inputs, which can be demand from outside value chain or outputs of other activities, into outputs. All activities are interconnected, each receiving & providing triggers for further action
How are opportunities and demands used in SVS and SVC? [5.a]
In SVS, we explore opportunities that may create demand. We move to SVC when we successfully create/receive a demand
*What are the 6 value chain activities? [5.b]
Plan, improve, engage, design & transition, obtain/build & deliver & support
*Describe the purpose, inputs & outputs of plan? [5.b.i]
Ensure a shared understanding of the vision, current status improvement direction for all 4 dimensions & all products/services across the organisation.
Inputs: Performance information & improvement opportunities
Outputs: Strategic, tactical & operational plans for all value chain activities
*Describe the purpose, inputs & outputs of improve? [5.b.ii]
Ensure continual improvement of products, services & practices across all value chain activities & 4 dimensions.
Inputs: Performance information & improvement opportunities
Outputs: Improvement initiatives for all value chain activities
*Describe the purpose, inputs & outputs of engage? [5.b.iii]
Ensure good understanding of stakeholder needs, transparency & continual engagement & good relationships with all stakeholders.
Inputs: Detailed requirements for services & products provided by customers, requests & feedback from users & incidents
Outputs: Often act as triggers for other value chain activities
*Describe the purpose, inputs & outputs of design & transition? [5.b.iv]
Ensure products & services continually meet stakeholder expectations for quality, costs & time to market.
Inputs: Product & service requirements & improvement initiatives
Outputs: New & changed products, services, knowledge & information about new & changed products & services
*Describe the purpose, inputs & outputs of obtain/build? [5.b.v]
Ensure service components available when/where needed & meet agreed specifications. Breaks down “should we build it” into questions like “how important are these features to our goal outcome”
Inputs: Requirements & specifications, contracts & agreements
Outputs: Service components, knowledge & information about new & changed service components
*Describe the purpose, inputs & outputs of deliver & support? [5.b.vi]
Ensure services are delivered & supported according to agreed specifications & stakeholders’ expectations.
Inputs: User support tasks
Outputs: Services delivered to customers & users & completion of user support tasks
*What are the management practices? [5.c]
A set of organisational resources designed for performing work/accomplishing objectives. Can be categorised into general, technical & service management practices
*What are the 15 ITIL management practices (34 total)? [5.c]
All end in “management
Information security, relationship, supplier, IT asset, monitoring & event, release, service configuration, deployment, continual improvement, change enablement, incident, problem, service request, service desk & service level
*What is the purpose of information security management [5.c.i]
Used to protect information needed by an organisation to conduct business. Includes understanding & managing risks to CIA triad, includes other aspects of information security such as authentication & non-repudiation. Established by policies, processes, behaviours, risk management & controls
What is the CIA triad? [5.c.i]
Confidentiality, integrity & availability
What is authentication? [5.c.i]
Confirming someone is who they say they are
What is non-repudiation? [5.c.i]
Ensuring that someone can’t deny that they did something
What must we balance when undertaking information security management? [5.c.i]
Balance is between prevention, detection & correction, protect org from harm, but also allow to innovate
What is prevention? [5.c.i]
Ensuring security incidents don’t occur
What is detection? [5.c.i]
Rapidly & reliably detecting incidents that can’t be prevented
What is correction? [5.c.i]
Recovery from incidents after they’re detected
*What is the purpose of relationship management? [5.c.ii]
Establish & nurture links between an organisation & stakeholders at strategic & tactical levels. Includes identification, analysis, monitoring & continual improvement of relationships with & between stakeholder
*What is the purpose of supplier management? [5.c.iii]
Ensures an organisation’s suppliers & performance are managed appropriately to support seamless provision of quality products & services. Includes creating closer, collaborative relationship with key suppliers tor realise new value & reduce failure risk. Can use insourcing, outsourcing, single source/partnership or multi-sourcing
What does supplier management ensure? [5.c.iii]
Creates single point of visibility & control to ensure consistency, maintains supplier strategy, policy & contract management info, negotiate & agree contracts/agreements aligned with business needs & service targets, manage relationships & contracts with internal & external suppliers, manage supplier performance (terms & conditions, increase value for money)
*What is the purpose of IT asset management? [5.c.iv]
Plan & manage full lifecycle of all IT assets to help organisation Used to maximise value, control costs, manage risks, support decision-making about purchase, re-use, retirement & disposal of assets & meet regulatory & contractual requirements
*What is the purpose of monitoring & event management? [5.c.v]
Systematically observe services & service components, record & report selected changes of state identified as events. Identifies & prioritises infrastructure, services, business processes & information security events. Established appropriate response to events & conditions that indicate potential faults/incidents
