What is IT Service Management? correct answers A set of specialized organizational capabilities for enabling value to customers in the form of services. ITSM is the application of service management to IT.
It is our discipline; how we all work together
Organization correct answers A person or ...
ITIL 4 Exam Flashcards (100% correct answers)
What is IT Service Management? correct answers A set of specialized organizational capabilities
for enabling value to customers in the form of services. ITSM is the application of service management to IT. It is our discipline; how we all work together
Organization correct answers A person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives
Value correct answers The perceived benefits, usefulness, and importance of something. The outcome of the SVS. Dimensions of value: (need to be balanced)
- cost
- quality
- speed
Cost correct answers The amount of money spent on a specific activity or resource. Measures against how much the customer is willing to pay. Services need to be affordable to the customer and profitable or within budget for the provider.
Quality correct answers Customer requirements and the warranty around service delivery
Speed correct answers A growing demand for increased time to market and time to value. Quality and cost demands may be met but this may not be sufficient if the service takes too long to deliver
Service correct answers 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
Service Value System (SVS) correct answers Describes how all the components and activities of the organization work together as a system to enable value creation.
The purpose is to ensure that the organization continually co-creates value with all stakeholders through the use and management of products and services that can be configured in multiple combinations.
Components:
-inputs & outputs
-the service value chain
-the 34 practices
-governance
-seven ITIL guiding principles
-continual improvement
Inputs to SVS correct answers Opportunity & demand. Opportunity correct answers Options or possibilities to add value for stakeholders or otherwise improve the organization.
Demand correct answers The need or desire for products and services among internal and external consumers
Practices correct answers Sets of organizational resources designed for performing work or accomplishing an objective. Enhances the flexibility of the service value chain, and support multiple SVC activities
Governance correct answers The means by which an organization is directed and controlled. Enables organizations to continually align their operations with the strategic direction set by the governing body
Seven ITIL guiding principles (simple) correct answers Recommendations that can guide an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management.
Continual Improvement correct answers A recurring organizational activity performed at all levels to ensure than an organization's performance continually meets stakeholders' expectations
Four dimensions of service management correct answers Ensuring a holistic approach to service management. By giving these an appropriate amount of focus, an organization ensures its SVS remains balanced and effective.
-organizations and people
-IT
-partners and suppliers
-value streams and processes
Organizations and people dimension correct answers Roles and responsibilities, leaders championing and advocating the values, communication and collaboration, shared values and attitudes, trust and transparency, the right level of capacity and competency in the workforce. In regards to the SVS, focus on the org acting as a service provider
Information and technology dimension correct answers The information and knowledge necessary for the management of services, as well as the technologies required. Incorporates the relationships between different components of the SVS. Focus on what technologies we need to provide our best services. Information management is the primary means of enabling customer value
Information management questions correct answers 1. what information is managed by the services?
2. what supporting information and knowledge are needed to deliver and manage the services?
3. how will the information and knowledge assets be protected, managed, archived, and disposed
of?
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