7 - edge-case topics, trickier distinctions, and theory details Flashcards
(30 cards)
What does ‘collaborate and promote visibility’ emphasize?
Encouraging transparency and teamwork to improve outcomes and reduce silos.
What does ‘progress iteratively with feedback’ emphasize?
Taking small, manageable steps and using feedback to guide adjustments.
What is the role of automation in continual improvement?
To streamline repetitive tasks, enabling faster, more reliable improvements.
What is organizational change management (OCM)?
A practice that ensures successful adoption and embedding of change in an organization.
What is the difference between effectiveness and efficiency?
Effectiveness is doing the right things; efficiency is doing things right with minimal waste.
What is governance’s relationship to the Service Value System (SVS)?
It ensures policies, controls, and oversight direct the organization’s activities.
What is demand management?
Understanding, anticipating, and influencing customer demand for services.
What is service quality?
The degree to which a service meets customer requirements and expectations.
What is the difference between outputs and outcomes?
Outputs are tangible deliverables; outcomes are the results or value created for stakeholders.
What is the role of experience in measuring service quality?
User perceptions shape how they judge service performance, even beyond objective measures.
What is the purpose of the continual improvement model?
To provide a structured approach for assessing and improving practices, services, and products.
What is the difference between metrics and KPIs?
Metrics are general measurements; KPIs are critical metrics tied to specific goals.
What is the purpose of value stream mapping?
To identify inefficiencies and opportunities in the flow of work that creates value.
What is minimum viable service?
A basic level of service that meets essential requirements and can evolve over time.
What is the purpose of service validation?
To confirm that a new or changed product or service meets its intended needs and requirements.
What is the focus of risk management in ITIL?
Identifying, assessing, and controlling risks to minimize negative impacts and maximize opportunities.
What is a simple definition of resilience?
The ability to absorb disruption and continue delivering services.
What is an example of technical management practice?
Infrastructure and Platform Management or Software Development and Management.
What is the difference between change control and change enablement?
Change enablement focuses on making change happen smoothly; change control is about assessing and approving change.
What does ‘shift-left’ support mean?
Moving support activities closer to users (like self-service or automated solutions) to reduce demand on higher-level support.
What is the relationship between continual improvement and governance?
Governance ensures continual improvement efforts align with organizational goals.
What is the difference between a service consumer and a user?
The consumer pays for or manages the service; the user directly interacts with the service.
What is service integration and management (SIAM)?
An approach to managing multiple suppliers to deliver integrated services to the business.
What is a digital transformation?
The use of digital technologies to create new — or modify existing — business processes, culture, and customer experiences.
