Week 3-4 Service Value System Flashcards
A model for enabling on-demand network access to a shared pool of configurable computing resources that can be rapidly provided with minimal management effort or provider interaction.
Cloud computing
What are the key characteristics of cloud computing?
On-demand availability
Network access
Resource pooling
Rapid elasticity
Measured service
What are the factors that affects every dimensions of service management
Political factors
Economic factors
Social factors
Technological factors
Legal factors
Environment factors
What are the factors that may influence an organization’s strategy
Strategic Focus
Corporate Culture
Resource Scarcity
Cost Concerns
Subject Matter Expertise
External Constraints
Demand Patterns
These are concerned with how the various parts of the organization work in an integrated and coordinated way to enable value creation through products and services.
Value streams and processes dimension
This dimension focuses on what activities the organization undertakes and how they are organized.
Value streams and processes dimension
This dimension ensures that it is enabling value creation for all stakeholders efficiently and effectively
Value streams and processes dimension
Is a series of steps that an organization uses to create and deliver products and services to a service consumer.
Value stream
Is a combination of the organization’s value chain activities
Value Stream
A series of steps an organization undertakes to create and deliver products and services to consumers.
Value stream
Is a set of activities that transform inputs to outputs.
Process
Describes what is done to accomplish an objective, and well-defined processes can improve productivity within and across organization.
Process
A set of interrelated or interacting activities that transform inputs into outputs.
Process
Takes one or more defined inputs and turns them into defined outputs.
Process
Define the sequence of actions and their dependencies
Process
These are factors that constrain or influence how a service provider operates.
PESTLE (political, economic, social, technological, legal, and environmental factors)
It represents a holistic approach to service management and organizations should that there is a balance of focus between each dimension.
Four Dimensions
It describes how all the components and activities of the organization work together as a system to enable value creation.
ITIL SVS (Service Value System)
What are the parts of a service avlue system
Opportunity/demand
Guiding principles
Governance
Service Value Chain
Practices
Continual improvement
Value
It is achieved when an organization withstand and thrive in changing internal changes.
Organizational Agility
It is achieved when an organization withstand and thrive in changing external changes.
Organizational Resilience
Is the ability of an organization to move and adapt quickly, flexibly, and decisively to support internal changes.
Organizational Agility
The ability of an organization to anticipate, prepare for, respond to, and adapt to both incremental changes and sudden disruptions from an external perspective.
Organizational Resilience
Provides the means to achieve organizational agility and resilience and to facilitate the adoption of a strong unified direction, focused on value and understood by everyone in the organization.
ITIL SVS
Is a recommendation that guides an organization in all circumstance, regardless of changes in its goals, strategies, type of work our management structure. It is universal and enduring
Guiding Principle
This guiding principle is everything that the organization does needs to map, directly or indirectly, to value for the stakeholders.
Focus on Value
This guiding principle does not start from scratch and build something new without considering what is already available to be leveraged.
Start where you are
This guiding principle does not attempt to do everything at once.
Progress iteratively with feedback
This guiding principle focuses on working together across boundaries produces results that have greater buy-in, more relevance to objectives and increased livelihood of long-term success.
Collaborate and promote visibility
This guiding principle are results that are delivered to internal and external customers through the effective and efficient management and dynamic integration of information, technology, organization, people, practices, partners, and agreements which all be coordinated to provide a defined value.
Think and work holistically
If a process, service action or metric fails to provide value or produce a useful outcome, eliminate it. In a process or procedure, use minimum number of steps necessary to accomplish the objectives.
keep it simple and practical
Resources of all types, particularly HR should be used to their best effect. ELiminate anything that is truly wasteful and use technology to achieve whatever it is capable of. human Intervention should only happen where it really contributes value.
Optimize and automate
This method foster a culture of continual learning, flexibility, and willingness to try new approaches and adapt to rapidly changing needs.
Agile Methods
Ofte focus on the rapid delivery of product increments at the expense of a more holistic view that considers the operability, reliability, and maintainability of these products in live environment.
Agile software development teams
Provides service organizations with a flow of product and software increments.
ITIL
It builds on Agile software development and service management techniques by emphasizing close collaboration between the roles of software development and technical operations.
DevOps Methods
It combines the software development techniques of agile and the good governance and holistic approach to value co-creation of ITIL and the obsession with learning about and improving the way in which value is generated by lean.
DevOps
How the customer feels about the organization and its products and services
Customer Experience
It is a term commonly used to refer to a situation where part of the output of an activity is used for new input.
Feedback Loop
It is a mindset present when certain departments or sectors do not wish to share information with others in the same company. This reduces efficiency in the overall operation.
Silo Mentality
