Section 1 and 2: Introduction and Service Management Flashcards
How ITIL is pronounced?
Pronounced like IDOL
How did ITIL first start out?
During the 3rd Revolution where Electronic and IT systems, automation started is when ITIL was first created.
Originally developed as a series of best practices and guidance on how to run an Information Technology organization (Infrastructure and IT systems) in the 1980s
Over the past 3 decades, it became the de facto standard around the world for IT service management.
What did ITIL originally stand for?
Information Technology Infrastructure Library
In our current era, we are in the 4th Revolution. What is the 4th revolution described as?
Marked by the creation of Cyber Physical systems.
A fusion of technologies has blurred the lines between physical and digital realms.
Examples: Robotics, Nano technology, AI, the internet of things, autonomous cars, and more.
an explosive growth of technology effecting global economies.
Why is ITIL 4 Not considered the fourth iteration of the acronym: Information Technology Infrastructure Library?
ITIL 4 is actually named as ITIL for the 4th Industrial Revolution.
And ITIL is more of a brand name now because it no longer is defined by an acronym since it refers to the entire service, not JUST infrastructure
In today’s digital economy, what has every organization in the world become?
A service organization
What does a service organization do?
Provide a service for set of customers
Considering Walmart a service organization, what do they provide a service to their customers that no one else has been able to provide?
Providing products you want or need at the lowest price, always.
This is accomplished by a collection of services that’s enabled by IT.
How are Walmart able to provide this service to their customers?
They have created a robust distribution and logistics system. This gets their products to their stores quickly, efficiently, and more cost-effectively than other people.
This allows them to rely on complex inventory tracking and logistic systems, that are all run by various IT components and services.
Other stores can’t bring that level service to you at the same level or the same cost that Walmart can. They win in the price battle every time.
What is the value of this service by walmart in an example of cooking a meal for your friends after buying the products for the party at walmart?
The value is co-created through the service by allowing you to gain full bellies and happiness you helped provide to you and your friends.
You bought the goods from walmart at a good price and all from one location. Then you provided the cooked meal and party space for your friends.
Technology is found in almost every modern workplace. Because of this, technology needs to be managed. What do we call this concept in ITIL4?
The concept of Service Management
Define Service Management
A set of specialized organizational capabilities for enabling value to customers in the form of services.
Based on the definition of Service Management, what purpose does ITIL 4 play?
to provide orgs working in this modern service economy with guidance from managing their information technology and information technology dependencies effectively, efficiently and in some coordinated, structured and integrated way, that combines the agility and their ability to deliver new things faster, while using their risk controls and providing insurance that the services will be performed properly today, tomorrow and any day further off into the future.
tl;dr
It’s not just about providing a service fast to a customer. but it’s also about being able to balance with the proper controls so that is providing a quality service now and into the future.
Is there a balance of speed and control for Service Management within organizations?
Absolutely, because you don’t want to only be fast, but provide a quality service now and into the future.
What does ITIL 4 provide for organizations?
A framework for IT service management.
This framework is designed to ensure than an effective, efficient, flexible, coordinated, and integrated system for the governance and management of services is established.
It also ensures that these services are continually improving within your organization.
