What is ITIL 4

Question 1

Which organisation initiated the original creation of the ITIL processes

Answer 1

UK Govt

Question 2

When was ITIL 4 released

Answer 2

Beginning of 2019

Question 3

ITIL is set apart from other frameworks through it’s emphasis of every organisation being what type of organisation

Answer 3

ITIL’s emphasis on every organisation being a service organisation set’s it apart from other frameworks.

Question 4

What system is ITIL based on

Answer 4

The Service Value System aka SVS

Question 5

The SVS takes the Opportunity or Demand of services and produces services or products that produce Value. What accomplishes this?

Answer 5

The Service Value Chain aka SVC

Question 6

What does the Service Value Chain do…

Answer 6

The SVC does the following:

• Operates with defined Practices
• is, Ruled by corporate Governance, and the ITIL Guiding Principals
• and a culture of Continual Improvement

Question 7

Define Service Management

Answer 7

Service Management - Set of specialized organisational capabilities for enabling value for customers in the form of services

Question 8

Define Service and give an example

Answer 8

• Service - A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks. ITIL 4 now recognises that the customer is part of the co-creation of value as opposed to previously where it was the providers responsibility only
  
  • A service could be paying in a cheque, previously you would need do this by taking the cheque to the bank. However you could deploy a “Service” to do this via taking a photo with your phone. Aspects of co-creation here require the user to have a phone and keep it updated.

Question 9

What types of Service Consumers does ITIL recognise

Answer 9

Customer
User
Sponsor

Bear in mind that these can be 3 different people or the same person

Question 10

Define the Customer

Answer 10

Customer - Person who defines the requirements for a service and takes responsibility for the outcomes of service consumption

Question 11

Define the User

Answer 11

• User - Person who uses the service

Question 12

Define the Sponsor

Answer 12

Sponsor - Person who authorizes budget for service consumption

Question 13

List some of the Other Stakeholders

Answer 13

• Service Provider or organisation itself
• Service Provider Employees
• Society in Community - all these parties operate within
• Charity Organisations
• Shareholders

Question 14

What is meant by the term value co-creation

Answer 14

The acknowledgement that value is created by both the Service Provider and Service Consumer

Question 15

Define Value

Answer 15

Value - Perceived, benefits, usefulness and importance of something

Question 16

What are some of the points around VALUE

Answer 16

• It is co-created.
• Involving multiple stakeholders - Customer and Service Provider at a minimum
• Value is subject to perception of stakeholders (i.e. customer and user can think a service is great but the sponsor can disagree with the value provided)
• Value deals with COSTS and RISKS
• Values can be subjective

Question 17

What type of costs does ITIL recognise

Answer 17

Removed Costs

Imposed Costs

Question 18

Define both Removed and Imposed Costs

Answer 18

• Removed Costs - removed from the consumer by the service (cost of Server Hardware in cloud)
• Imposed Costs - Costs incurred by using the service (Line Rental and Router for your internet connection

Question 19

Define Risk(s)

Answer 19

Possible event that can cause harm or loss

Event with an uncertainty of outcome either positive or negative

Question 20

What types of risks doe ITIL recognise

Answer 20

Removed Risks

Imposed Risks

Question 21

Define both Removed and Imposed Risks

Answer 21

• Removed Risks - Risks removed from the consumer by the service offered, a service may only reduce a risk but a consumer will determine a reduction can be valuable
• Imposed Risks - Risks of service consumption. It is down to the service provided to educate on these risks as the consumer may not understand them. (AKA what could and might possibly happen

Question 22

Why is Utility and Warranty evaluated

Answer 22

Utility and Warranty is evaluated to see if the service meets the consumers needs and/or wants

Question 23

Define Utility and give some points about it

Answer 23

• Utility - Fit for purpose.
  
  • What the service does
  • What Functionality does it provide
  • Does it remove a constraint or improve performance
  • You can create Apps all day long but if they don’t help the consumer there is no ultility or purpose

Question 24

Define Warranty and give some points about it

Answer 24

• Warranty - Fit for Use
  
  • Is the Website available, does it have enough capacity, it it continuous (DR), do you have appropriate security
  • You can have a cool and useful App but if you don’t have warranty it doesn’t matter

Question 25

Define Service Relationship within the Service Relationship model

Answer 25

Service Relationship Model

• Service Relationship - A cooperation between a service provider and a service consumer. Service relationships include service provision, service consumption and service relationship management.
  
  • Organisations can provide a service to a consumer and then this consumer can become a provider to another consumer.

Question 26

Define Service Provision

Answer 26

• Service Provision - Activities performed to provide services, managing providers resources, giving access to resources to users, fulfilling service agreements and performing service level management and continuous improvement

Question 27

Define Service Consumption

Answer 27

Service Consumption - Activities performed by organisation to consume services, managing consumers resources to consume a service (i.e. you need to charge and update your phone to use a new app), this can also include the receiving of goods

Question 28

Define Service Management

Answer 28

Service Consumption - Activities performed by organisation to consume services, managing consumers resources to consume a service (i.e. you need to charge and update your phone to use a new app), this can also include the receiving of goods