2.0 Understand ITIL Guiding Principles/4 dimensions Flashcards
Understand how the ITIL guiding principles can help an organization adopt and adapt service management
All activities conducted by the organization should link back, directly or indirectly, to _____ for itself, its customers, and other stakeholders.
Focus on value
Do not start over without first considering what is already available to be leveraged.
Start where you are
By organizing work into smaller, manageable sections that can be executed and completed in a timely manner, the focus on each effort will be sharper and easier to maintain.
Progress iteratively with feedback
When initiatives involve the right people in the correct roles, efforts benefit from better buy-in, more relevance (because better information is available for decision-making) and increased likelihood of long-term success.
Collaborate and promote visibility
The outputs that the organization delivers to itself, its customers, and other stakeholders will suffer unless it works in an integrated way to handle its activities as a whole, rather than as separate parts.
Think and work holistically
- use minimum number of steps to accomplish obj.
- If a process/service fails to provide value eliminate it
Keep it simple and practical
Technology can help organizations to scale up and take on frequent and repetitive tasks, allowing human resources to be used for more complex decision-making.
Optimize and automate
The complexity of organizations is growing, and it is important to ensure that the way an organization is structured and managed, as well as its roles, responsibilities, and systems of authority and communication, is well defined and supports its overall strategy and operating model.
Organizations and people
When applied to the SVS, the ____ dimension includes the information and knowledge necessary for the management of services, as well as the technologies required. It also incorporates the relationships between different components of the SVS, such as the inputs and outputs of activities and practices.
Information and technology
The ___ dimension encompasses an organization’s relationships with other organizations that are involved in the design, development, deployment, delivery, support, and/or continual improvement of services. It also incorporates contracts and other agreements between the organization and its _____.
Partners and suppliers
______ dimension is concerned with how the various parts of the organization work in an integrated and coordinated way to enable value creation through products and services. The dimension focuses on what activities the organization undertakes and how they are organized, as well as how the organization ensures that it is enabling value creation for all stakeholders efficiently and effectively.
Value streams and processes
What are the 4 Dimensions of service MGMT
a) Organizations and people (3.1)
b) Information and technology (3.2)
c) Partners and suppliers (3.3)
d) Value streams and processes (3.4-3.4.2)
