Vocab Flashcards
ITIL SVC
Service value chain - an operating model for service providers that covers all the key activities required to effectively manage products and services
Plan
Improve
Engage
Design and Transition
Obtain/Build
Deliver and Support
ITIL Practices
Sets of organizational resources designed for performing work or accomplishing an objective.
ITIL Guiding Principles
Recommendations that can guide an organization in all circumstances, regardless of changes in its goals, strategies, types of work, or management structure.
Governance
The means by which an organization is directed and controlled.
Continual Improvement
The practice of aligning an organization’s 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
4 Dimensions of Service Management
Application of Resources
1) Organizations and People - structure well-defined
2) Information and Technology - info and tech used to deliver/manage services
3) Value streams and processes - relshp w/ other orgs
4) Partners and suppliers - workflows needed to achieve achieve obj
PESTLE
Factors affecting service delivery
Political
Economic
Social
Technological
Legal
Environmental
Service management
A set of specialized organizational capabilities for enabling value for customers in the form of services
What we have - what we can do - how it helps
Product
A configuration of an organization’s resources designed to offer value for a consumer.
Something we have made
Service
A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage the specific costs and risks.
Resource
Personnel, material, finance, or other entity required for the execution of an activity or the achievement of an objective.
Value
The perceived benefits, usefulness, and importance of something.
Outcomes - (costs + risk)
Organization
Person or group that has its own functions with responsibilities, authorities, and relationships to achieve its objectives.
Someone who does something.
Service provider
A role performed by an organization in a service relationship to provide services to customers.
3 Types of Consumer
Customer - defines requirements for service and takes responsibility for outcomes of service consumptions.
User - role that uses services
Sponsor - authorizes budget for service consumption
Service Offering
A formal description of one or more services, designed to address the needs of a target consumer group.
Service relationship
A cooperation between a service provider and service consumer
Service provision
Activities performed by an org to provide services.
Service consumption
Activities performed by an org to consume services.
Service relationship management
Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings.
Service Relationship Model
The chain of organizational relationship that lead to the production of a service. Each relationship between adjacent orgs is a service relationship that needs maintained.
Output
A tangible or intangible deliverable. Ending of a process or activity.
Outcome
A result for a stakeholder enabled by one or more outputs.
Cost
Amount of money spent on a specific activity. Can also be expressed in terms of non-monetary terms (e.g., time)
Risk
A possible event that could cause harm or loss. Uncertainty of outcome.
Utility
Functionality offered by a product or service to meet a need. “Fit for purpose” (e.g., hammer is good for driving nail, not a screw)
Warranty
Assurance that product or service will meet agreed requirements. “Fit for use” (e.g., hammer breaks when you try to use it)
Value stream
A step in the value chain that an organization takes in the creation of value.
Process
Set of interrelated or interacting activities that transform inputs into outputs
Opportunity
Options or possibilities to add value for stakeholders or otherwise improve the org
Demand
The need or desire for products and services from internal and external customers
Guiding Principles
Recommendations that can guide an organization in all circumstances, regardless of changes in goals, strats, type of work, or management structure
Focus on Value - everything the org does needs to map to value
Start Where You Are - do not start from scratch if a starting point exists
Progress Iteratively with Feedback - do not attempt to do everything at once
Collaborate and Promote Visibility - working together across boundaries produces better results
Think and Work Holistically - no service stands alone
Keep It Simple and Practical - if a process produces no useful outcome, eliminate it
Optimize and Automate - human intervention should only happen where value is contributed
Practice
A set of organizational resources designed for performing work or accomplishing an objective
Service Value System
Central component of ITIL framework
CX
Customer Experience - sum of customer interactions with a service and service provider as perceived by customer
UX
User Experience - sum of customer interactions with a service and service provider as perceived by user
Feedback loop
A technique whereby the outputs of one part of a system are used as inputs to the same part of the system
Minimum Viable Product
Product with just enough features to satisfy early customers and provide feedback for future product development.
Proof of concept (linked to iterative progression)
Systems Thinking
Holistic approach to analysis that focuses on the way that a system’s constituent parts work, interrelate, and interact over time and within the context of other systems