ITSM Overview Flashcards
Value is always ‘co-created’ by the activities enacted
by the ___________ and the provider.
Consumer
True or False: Creating a value is a linear transaction.
False: Creating value is NOT a linear transaction
True or False: Service value must be seen as flexible and service
delivery must also be accepted as a moving, rather
than fixed entity.
True
Facilitates integration and coordination of
various organizational components and activities and
provides a strong, unified, value-focused direction for
the organization
Service Value System (SVS)
The purpose of the _________________ (SVS) is to ensure that the organization continually co-creates value with all stakeholders through the use and management of products and
services.
Service Value System
True or False: The Service Value System (SVS) facilitates the journey from opportunities (demand in the form of feedback, new requirements, updates etc.) for new or improved services and - through a joined-up, effective and efficient operation, produces value.
True
Five parts of the Service Value System: (SVS)
- Guiding Principles
- Governing
- Service Value Chain
- Practices
- Continual improvement
Parts of the Service Value System:
Which part of the SVS consists of recommendations that guide an organization and its people on how to work flexibly in all circumstances.
Guiding Principles
Parts of the Service Value System:
Which part of the SVS includes the means by which an organization is directed and controlled
Governance
Parts of the Service Value System:
Which part of the SVS is an operating model which outlines the key activities required to respond to demand and facilitate value creation through the creation and management of products and services
Service Value Chain
Parts of the Service Value System:
Which part consists of sets of organizational resources designed for performing work or accomplishing an objective, including process and capabilities
Practices
Parts of the Service Value System:
Which part of the SVS is a recurring organizational activity performed at all levels to ensure that an organization’s performance continually improves in
meeting stakeholders’ expectations
Continual Improvement
True or False: To support a holistic approach to
service management, ITIL defines 4 dimensions that collectively are critical to the effective and efficient facilitation of value for consumers in the form of products and services
True
4 Dimensions of IT Service Management
- Organization and People
- Information and Technology
- Value Streams and Processes
- Partners and Suppliers
A set of specialized organizational capabilities for enabling value for customers in the form of services
Service management
True or False: Developing the specialized organizational capabilities mentioned in the definition of Service Management requires an understanding of:
1) The nature of value
2) The nature and scope of the stakeholders involved
3) how value creation is enabled through services
True
The purpose of an organization is to create value for _________
Stakeholders
________ is the perceived benefits, usefulness and importance of something
Value
True or False: Value can be subjective
True
Providers should no longer work in ________ to define what will be of value to their customers.
isolation
Who are the stakeholders in service management?
1) Organization
2) Service providers
3) Service consumers
4) Other stakeholders
Which stakeholder is described as a person or group of people that has its own functions with responsibilities, authorities and relationships to achieve its objectives?
Organization
3 roles in Service Consumption:
1) The role that defines the reqiurements for a service and takes responsibility for the outcomes of service consumption.
Customer
3 roles in Service Consumption:
2. The role that uses the services
User
