Vocab

Question 1

ITIL SVC

Answer 1

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

Question 2

ITIL Practices

Answer 2

Sets of organizational resources designed for performing work or accomplishing an objective.

Question 3

ITIL Guiding Principles

Answer 3

Recommendations that can guide an organization in all circumstances, regardless of changes in its goals, strategies, types of work, or management structure.

Question 4

Governance

Answer 4

The means by which an organization is directed and controlled.

Question 5

Continual Improvement

Answer 5

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

Question 6

4 Dimensions of Service Management

Answer 6

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

Question 7

PESTLE

Answer 7

Factors affecting service delivery
Political
Economic
Social
Technological
Legal
Environmental

Question 8

Service management

Answer 8

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

Question 9

Product

Answer 9

A configuration of an organization’s resources designed to offer value for a consumer.
Something we have made

Question 10

Service

Answer 10

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.

Question 11

Resource

Answer 11

Personnel, material, finance, or other entity required for the execution of an activity or the achievement of an objective.

Question 12

Value

Answer 12

The perceived benefits, usefulness, and importance of something.

Outcomes - (costs + risk)

Question 13

Organization

Answer 13

Person or group that has its own functions with responsibilities, authorities, and relationships to achieve its objectives.
Someone who does something.

Question 14

Service provider

Answer 14

A role performed by an organization in a service relationship to provide services to customers.

Question 15

3 Types of Consumer

Answer 15

Customer - defines requirements for service and takes responsibility for outcomes of service consumptions.
User - role that uses services
Sponsor - authorizes budget for service consumption

Question 16

Service Offering

Answer 16

A formal description of one or more services, designed to address the needs of a target consumer group.

Question 17

Service relationship

Answer 17

A cooperation between a service provider and service consumer

Question 18

Service provision

Answer 18

Activities performed by an org to provide services.

Question 19

Service consumption

Answer 19

Activities performed by an org to consume services.

Question 20

Service relationship management

Answer 20

Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings.

Question 21

Service Relationship Model

Answer 21

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.

Question 22

Output

Answer 22

A tangible or intangible deliverable. Ending of a process or activity.

Question 23

Outcome

Answer 23

A result for a stakeholder enabled by one or more outputs.

Question 24

Cost

Answer 24

Amount of money spent on a specific activity. Can also be expressed in terms of non-monetary terms (e.g., time)

Question 25

Risk

Answer 25

A possible event that could cause harm or loss. Uncertainty of outcome.

Question 26

Utility

Answer 26

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)

Question 27

Warranty

Answer 27

Assurance that product or service will meet agreed requirements. “Fit for use” (e.g., hammer breaks when you try to use it)

Question 28

Value stream

Answer 28

A step in the value chain that an organization takes in the creation of value.

Question 29

Process

Answer 29

Set of interrelated or interacting activities that transform inputs into outputs

Question 30

Opportunity

Answer 30

Options or possibilities to add value for stakeholders or otherwise improve the org

Question 31

Demand

Answer 31

The need or desire for products and services from internal and external customers

Question 32

Guiding Principles

Answer 32

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

Question 33

Practice

Answer 33

A set of organizational resources designed for performing work or accomplishing an objective

Question 34

Service Value System

Answer 34

Central component of ITIL framework

Question 35

CX

Answer 35

Customer Experience - sum of customer interactions with a service and service provider as perceived by customer

Question 36

UX

Answer 36

User Experience - sum of customer interactions with a service and service provider as perceived by user

Question 37

Feedback loop

Answer 37

A technique whereby the outputs of one part of a system are used as inputs to the same part of the system

Question 38

Minimum Viable Product

Answer 38

Product with just enough features to satisfy early customers and provide feedback for future product development.
Proof of concept (linked to iterative progression)

Question 39

Systems Thinking

Answer 39

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