Service Value System Flashcards
Service Value System (SVS)
A model
representing how all the components and activities of an organization work together to facilitate value creation.
Input
Opportunity/Demand are inputs for the SVS.
Value
Value is defined as the perceived benefits, usefulness, and importance of something.
Governance:
The means by
which an organization is directed and controlled, through policies and regulations.
Practices
Aset of organizational resources designed for performing
work or accomplishing an objective.
Service Value Chain
An operating model for service providers that covers
all the key activities required to
effectively manage products and services.
Which statement best describes ITIL
A framework for ITSM which you adopt and adapt.
Continual Improvement Plan
A model providing a structured approach for implementing improvements.
What are the 7 steps of the continual improvement model?
1.What is the vision?
2.Where are we now? 3.Where do we want to be?
4.How do we get there?
5.Take action.
6.Did we get there?
7.How do we maintain momentum?
Purpose of service value chain
An operating model for service providers that covers all the key activities required to effectively manage products and services
The Plan Activity:
Ensures a shared understanding of the vision, current status, and improvement direction based on the 4 Dimensions of Service Management
The Engage Activity
Focuses on stakeholder needs, and communication with stakeholders
The Design and Transition Activity
Focuses on meeting expectations on deliverable requirements including:
The Obtain and Build Activity
Focuses on procurement or building of service components:
The Deliver and Support Activity
Day-to-day delivery of services based on agreed specifications
The Improve Activity:
Focuses on continuous improvement of the following across al value chain activities
Service Value Streams
Specific combinations of Service Value Chain activities coupled with various Practices to accomplish an objective.
Practices
A set of organizational resources designed for performing work or accomplishing an objective.
General Management Practices
The practice of aligning an organisations practices and services with changing business needs through the ongoing identification and improvement of all elements involved in the effective management of products and services.
