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Axelos ITIL 4 Foundation Certification > The Service Value System > Flashcards

The Service Value System Flashcards

1
Q

“Where Are We Now?” Is A Critical Step Of ?

A

Continual Improvement [Model]

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2
Q

What are the 6 activities of the Service Value Chain?

A
  1. Plan
  2. Improve
  3. Engage
  4. Design & Transition
  5. Obtain/Build
  6. Deliver & Support
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3
Q

What is the phase made up of 6 main activities in the Service Value System?

A

Service Value Chain

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4
Q

[?] is the Service Value Chain activity that ensures a shared understanding of the
vision, current status, and improvement direction for all four dimensions and all products and services across an organization.

A

Plan

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5
Q

[?] is the Service Value Chain activity that ensures continual improvement of
products, services, and practices across all value chain activities and the four dimensions of service management.

A

Improve

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6
Q

[?] is the Service Value Chain activity that provides a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with all stakeholders.

A

Engage

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7
Q

[?] is the Service Value Chain activity that ensures products and services continually meet stakeholder expectations for quality, costs, & time to market.

A

Design & Transition

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8
Q

[?] is the Service Value Chain activity that ensures service components are available when and where they are needed, and that they meet agreed specifications.

A

Obtain/Build

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9
Q

[?] is the Service Value Chain activity that ensures services are delivered and supported according to agreed specifications and stakeholder’ expectations.

A

Deliver & Support

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10
Q

Service Value System vs. Service Value Chain vs. Value Stream

A

The service value chain is part of the service value system. A value stream is a series of steps a service provider takes to create value.

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11
Q

[?] is a series of steps an organization undertakes to create and deliver products and services to service consumers.

A

Value Stream

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12
Q

Well Constructed Feedback Mechanisms Facilitate Understanding Of …..

List Of 4 Points

A
  • End User/Consumer Perception Of Value
  • Efficiency And Effectiveness Of Svc Activities
  • Effectiveness Of Service Governance And Management Controls
  • Interfaces Between The Organization And Its Partner Networks
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13
Q

Which Value Chain Activity Communicates The Current Status Of All Four Dimensions Of Service Management?

A

Plan

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14
Q

How Do All Value Chain Activities Transform Inputs To Outputs?

A

By Using A Combination Of Practices

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15
Q

Which Value Chain Activity Ensures That People Understand The Organization’S Vision?

A

Plan

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16
Q

Continual Improvement Element: What Is The Vision? Activity [X?]

A

Business Mission, Vision, Goals, And Objectives

17
Q

Continual Improvement Element: Where Are We Now? Activity [X?]

A

Perform Baseline Assessments

18
Q

Continual Improvement Element: Where Do We Want To Be? Activity [X?]

A

Define Measureable Targets

19
Q

Continual Improvement Element: How Do We Get There? Activity [X?]

A

Define The Improvement Plan

20
Q

Continual Improvement Element: Did We Get There? Activity [X?]

A

Evaluate Metrics And Kpis

21
Q

Transform Inputs Into Outputs

A

Service Value Chain

22
Q

Components

A

Parts Of The Service Value System

23
Q

Activitites

A

Parts Of The Service Value Chain

24
Q

Uses Different Combinations Of Practices To Convert Inputs Into Outputs.

A

Value Chain Activities

25
Q

How Components And Activities Collaborate To Create Value.

A

Service Value System

26
Q

What Are The 2 Inputs Of The Service Value System?

A
  1. Input
  2. Demand
27
Q

What Is The Output Of The Service Value System?

A

Value

28
Q

What Are The 5 Elements Of The Service Value System?

A
  1. Organizational Guiding Principles
  2. Governance
  3. Service Value Chain (SVC)
  4. Practices
  5. Continual Improvement
29
Q

Define Service Value System

A

A Set Of Interconnected Activities That Provides An Operating Model For The Creation, Delivery, And Continual Improvement Of Services.

30
Q

Which includes governance, management practices, and continual improvement?

A

The Service Value System

31
Q

Which statement about a service value stream is correct?

A

It integrates practices for a specific scenario

32
Q

Which is a purpose of the ‘improve’ value chain activity?

A

To ensure that all four dimensions of service management are continually improved

33
Q

Who in the organization is responsible for ‘continual improvement’?

A

Everyone in the organization is responsible for some aspects of ‘Continual Improvement’

Axelos ITIL 4 Foundation Certification (7 decks)

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