6 - advanced, detailed, or exam-tricky topics Flashcards
(30 cards)
What is the definition of service relationship management?
Joint activities performed by a provider and consumer to ensure continual value co-creation.
What is the definition of value stream?
A series of steps an organization uses to create and deliver products and services to customers.
What is a value stream map?
A visual tool that shows the flow of activities, inputs, and outputs that create value.
What is service provisioning?
Activities performed by a provider to deliver services to consumers.
What is service consumption?
Activities performed by a consumer to receive services, like usage, requesting, or feedback.
What is service management?
A set of specialized organizational capabilities for delivering value to customers.
What is organizational agility?
The ability to move and adapt quickly to changing business environments.
What is cultural change in ITIL?
Adopting new behaviors, attitudes, and ways of working to support ITIL principles and practices.
What is the definition of utility?
The functionality offered by a service to meet a particular need (‘fit for purpose’).
What is the definition of warranty?
The assurance that a product or service will meet agreed requirements (‘fit for use’).
What is governance vs. management?
Governance directs and monitors; management plans and executes.
What is the role of feedback loops in ITIL?
Ensure continual improvement by learning from each step and adjusting accordingly.
What are internal factors affecting the SVS?
Culture, governance, resources, organizational structure, and capabilities.
What are external factors affecting the SVS?
Political, economic, social, technological, legal, environmental (PESTLE).
What is outcome-based thinking?
Focusing on the desired result, not just completing tasks.
What is a service offering bundle?
A group of services sold together to meet customer needs.
What is technical debt?
The cost of rework caused by choosing a quicker, less optimal solution now instead of a better one later.
What is organizational silos?
Departments or teams working in isolation, limiting collaboration and knowledge sharing.
What is the difference between managing workarounds vs. resolving problems?
Workarounds provide temporary relief; problem resolution addresses root causes.
What is shift-left testing?
Performing testing earlier in the development lifecycle to catch issues sooner.
What is the definition of incident escalation?
Transferring an incident to a higher support level or to someone with more expertise.
What is functional escalation?
Passing an incident to a specialist or expert team.
What is hierarchical escalation?
Raising an incident to management when it requires a decision or prioritization.
What is service desk vs. help desk?
Service desk is broader, covering all IT services; help desk is often limited to technical support.
