Section 2 Flashcards
Demand Defintion
The need or want for goods and services from internal and external customers
Opportunity Definition
Possible ways to improve the organization and add value for stakeholders
IMPROVE/ ADD VALUE
organisation Defintion
Can be a “sole trader, company, corporation, firm, enterprise, authority, partnership, charity or institution, or any part or combination thereof, whether incorporated or not, and be either public or private.”
Service Defintion
A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks
Service management Defintion
A set of specialized organizational capabilities for enabling value for customers in the form of services.
Service Provider Defintion
A service-oriented role in an organization that provides services to consumers
Service Value Chain Defintion
An operating model for service providers that covers all the key activities required to effectively manage products and services
what does a Service Value System (SVS) show?
Shows how all the parts of an organization work to achieve value creation.
Stakeholder
A person or organization with an interest or participation (i.e. “stake”) in an organization, product, service, or practice
Value
The perceived benefits, usefulness, and importance of something
Value Streams and Processes
One of the four dimensions of service management that defines the activities, workflows, controls, and procedures needed to achieve the agreed objectives
Overview of Service Value System (SVS)
The relationship between the organization and stakeholders is central to ensuring products and services deliver value.
Describe Service Value system (SVS)
The inputs to this system (opportunity and demand)
the elements of this system (organizational governance, service management, continual improvement, and the organization’s capabilities and resources)
the outputs (achievement of organizational objectives and value for the organization, its customers, and other stakeholders)
4 Core components of Service Value System (SVS)
CCPG
ITIL Service Value Chain: A set of interconnected activities that an organization performs to deliver a valuable product or service to its consumers and to facilitate value realization
ITIL Practices: Sets of organizational resources designed for performing work or accomplishing an objective
Governance: The means by which an organization is directed and controlled
Continual Improvement: A recurring organizational activity performed at all levels to ensure that an organization’s performance continually meets stakeholders’ expectations
Co-creation Definition
Active collabs between providers, consumers and stakeholders
Governance Defintion
Means by which an organization is directed and controlled
Elements of opportunity and demand (4)
OSCT
organizational governance
service management
continual improvement
the organization’s capabilities and resources
what 3 activities is Governance realized through?
EDM. Evaluate, direct and monitor.
Evaluate- evaluate/ reg basis/ stakeholders evolve
Direct- strategy and policy
Monitor- Governing body monitors
What are ITIL’s 7 guiding principles?
Focus on value
Everything that the organization does needs to map, directly or indirectly, to value for the stakeholders.
Start where you are
Do not start from scratch and build something new without considering what is already available to be leveraged.
Progress iteratively with feedback
Do not attempt to do everything at once.
Collaborate and promote visibility
Working together across boundaries produces results that have greater buy-in, more relevance to objectives, and increased likelihood of long-term success.
Think and work holistically
No service, or element used to provide a service, stands alone.
Keep it simple and practical
If a process, service, action, or metric fails to provide value or produce a useful outcome, eliminate it.
Optimize and automate
Resources of all types, particularly HR, should be used to their best effect.
Guiding principles Defintion
Guides an organisation in all circumstances regardless of change
What are the Four Dimensions of Service Management (VOIP)
Organizations and People
Information and Technology
Partners and Suppliers
Value Streams and Processes
PESTLE- what do they stand for?
Political, Environment, Social, Legal and Economic.
Practice Defintion
a set of organizational resources designed for performing work or accomplishing an objective.”
What are the 3 categories of practices
General
Service
Technical
