Service Value System Flashcards
What are the elements of the SVS?
Organizational Governance, Service Management, Continual Improvement, and the Organization’s Capabilities and Resources
What are the inputs of the SVS?
Opportunity & Demand
What element of SVS describes achievement of organizational objectives and value for the organization, its customers, and stakeholders
Outputs
Each organization’s SVS has interfaces with other organizations which forms what?
An Ecosystem
How all the components and activities of the organization work together to enable value creation describes what?
ITIL SVS
What is the purpose of SVS?
To ensure that the organization continually co-creates value with all stakeholders through the use and management of products and services
What represent options/possibilities to add value for stakeholders?
Opportunity
What is demand?
The need or desire for products/services among internal/external consumers
What does the ITIL SVS consist of?
Opportunity/Demand, Guiding Principles, Governance, Service Value Chain, Practices and Continual Improvement which produces Value
What is the outcome of the SVS?
Value
What can enable the creation of many different types of value for a wide group of stakeholders
SVS (Service Value System)
The means by which an organization is directed and controlled is known as…
Governance
What evaluates, directs and monitors all of the organization’s activities?
Organizational Governance
What are the 3 Governance Activities?
Evaluate, Direct and Monitor
What does the Governing body evaluate in an organization?
Strategy, Relationships with other parties, and Portfolios (Service, Product, Project or Supplier portfolio)
Policies that establish the boundaries for behavior across the organization with suppliers, partners, and other stakeholders fall under what Governance?
The Direct Activity
What is the method to execute the strategies & policies to leverage compliance so that policies are followed and people or protected?
Train them on how to follow the policies
What part of Governance is used to keep track of data as feedback to subsequent evaluation and direction?
The Monitor Activity
Where may Feedback come from to evaluate and direction?
Assessment, Audits, Benchmarks and/or Reports
What are the 3 Management Practices?
General, Service, and Technical Management Practices
A set of interconnected activities that an organization performs to deliver a valuable product or service to its consumer and facilitate value realization
Service Value Chain
What are Practices?
A sets of organizational resources designed for performing work or accomplishing an objective
Practices that has been developed in ITSM industries are known as what?
Service Management Practices
Recurring organizational activity performed at all levels to ensure that organization’s performance meets stakeholders’ expectations.
Continual Improvement
In an organization, who is the continual improvement done by?
Everyone
What model increases the likelihood to be successful, puts a strong focus on customer value?
The Continual Improvement Model
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?
They are steps in the Continual Improvement Model
What are 3 of the 7 Continual Improvement Model steps?
Take action. Did we get there? How do we keep the momentum going?
