Service Value System

Question 1

What are the elements of the SVS?

Answer 1

Organizational Governance, Service Management, Continual Improvement, and the Organization’s Capabilities and Resources

Question 2

What are the inputs of the SVS?

Answer 2

Opportunity & Demand

Question 3

What element of SVS describes achievement of organizational objectives and value for the organization, its customers, and stakeholders

Answer 3

Outputs

Question 4

Each organization’s SVS has interfaces with other organizations which forms what?

Answer 4

An Ecosystem

Question 5

How all the components and activities of the organization work together to enable value creation describes what?

Answer 5

ITIL SVS

Question 6

What is the purpose of SVS?

Answer 6

To ensure that the organization continually co-creates value with all stakeholders through the use and management of products and services

Question 7

What represent options/possibilities to add value for stakeholders?

Answer 7

Opportunity

Question 8

What is demand?

Answer 8

The need or desire for products/services among internal/external consumers

Question 9

What does the ITIL SVS consist of?

Answer 9

Opportunity/Demand, Guiding Principles, Governance, Service Value Chain, Practices and Continual Improvement which produces Value

Question 10

What is the outcome of the SVS?

Answer 10

Value

Question 11

What can enable the creation of many different types of value for a wide group of stakeholders

Answer 11

SVS (Service Value System)

Question 12

The means by which an organization is directed and controlled is known as…

Answer 12

Governance

Question 13

What evaluates, directs and monitors all of the organization’s activities?

Answer 13

Organizational Governance

Question 14

What are the 3 Governance Activities?

Answer 14

Evaluate, Direct and Monitor

Question 15

What does the Governing body evaluate in an organization?

Answer 15

Strategy, Relationships with other parties, and Portfolios (Service, Product, Project or Supplier portfolio)

Question 16

Policies that establish the boundaries for behavior across the organization with suppliers, partners, and other stakeholders fall under what Governance?

Answer 16

The Direct Activity

Question 17

What is the method to execute the strategies & policies to leverage compliance so that policies are followed and people or protected?

Answer 17

Train them on how to follow the policies

Question 18

What part of Governance is used to keep track of data as feedback to subsequent evaluation and direction?

Answer 18

The Monitor Activity

Question 19

Where may Feedback come from to evaluate and direction?

Answer 19

Assessment, Audits, Benchmarks and/or Reports

Question 20

What are the 3 Management Practices?

Answer 20

General, Service, and Technical Management Practices

Question 21

A set of interconnected activities that an organization performs to deliver a valuable product or service to its consumer and facilitate value realization

Answer 21

Service Value Chain

Question 22

What are Practices?

Answer 22

A sets of organizational resources designed for performing work or accomplishing an objective

Question 23

Practices that has been developed in ITSM industries are known as what?

Answer 23

Service Management Practices

Question 24

Recurring organizational activity performed at all levels to ensure that organization’s performance meets stakeholders’ expectations.

Answer 24

Continual Improvement

Question 25

In an organization, who is the continual improvement done by?

Answer 25

Everyone

Question 26

What model increases the likelihood to be successful, puts a strong focus on customer value?

Answer 26

The Continual Improvement Model

Question 27

What is the vision? Where are we now? Where do we want to be? and How do we get there? All have what in common?

Answer 27

They are steps in the Continual Improvement Model

Question 28

What are 3 of the 7 Continual Improvement Model steps?

Answer 28

Take action. Did we get there? How do we keep the momentum going?