Stakeholders Flashcards
Think of ITIL 4 stakeholders as the cast in a play about IT services. Just like in a theater production, everyone has a role to play, and their interactions create the overall performance.
Front: What is an organization in ITIL 4?
a) Definition: A person or group with its own functions, responsibilities, authorities, and relationships to achieve objectives.
b) Mnemonic: “FRAR” (Functions, Responsibilities, Authorities, Relationships)
c) Explanation: FRAR represents the key elements that define an organization in ITIL 4.
Name the three specific roles of a service consumer in ITIL 4.
a) Answer: Customer, User, Sponsor
b) Mnemonic: “CUS” (Customer-User-Sponsor)
c) Explanation: CUS helps remember the three consumer roles, which can be separate or combined.
What is a service provider in ITIL 4?
a) Definition: An organization that provides services to consumers, either externally or internally.
b) Mnemonic: “PIPE” (Provider Internally or Provider Externally)
c) Explanation: PIPE reminds you that service providers can serve both internal and external consumers.
How does ITIL 4 define a customer?
a) Definition: A person who defines service requirements and takes responsibility for service consumption outcomes.
b) Mnemonic: “DR. CO” (Defines Requirements, Consumption Outcomes)
c) Explanation: DR. CO helps remember the customer’s key responsibilities in service consumption.
What is the role of a sponsor in ITIL 4?
a) Definition: A person who authorizes the budget for service consumption.
b) Mnemonic: “Money Maestro”
c) Explanation: The sponsor conducts the financial aspect of service consumption, like a maestro conducts an orchestra.
Name three examples of other stakeholders in ITIL 4.
a) Answer: Employees, partners, suppliers, investors, regulators, social groups
b) Mnemonic: “PEPSI-R” - Partners, Employees, Partners, Suppliers, Investors, Regulators
c) Explanation: PEPSI-R gives you a fizzy reminder of the various other stakeholders involved.
What are the key aspects of stakeholder management in ITIL 4?
a) Answer: Communication and value creation
b) Mnemonic: “CV” - Communicate Value
c) Explanation: CV reminds you that effective stakeholder management is about communicating and creating value, just like a good CV (resume) does for a job seeker.
