Week 3-4 Service Value System

Question 1

A model for enabling on-demand network access to a shared pool of configurable computing resources that can be rapidly provided with minimal management effort or provider interaction.

Answer 1

Cloud computing

Question 2

What are the key characteristics of cloud computing?

Answer 2

On-demand availability
Network access
Resource pooling
Rapid elasticity
Measured service

Question 3

What are the factors that affects every dimensions of service management

Answer 3

Political factors
Economic factors
Social factors
Technological factors
Legal factors
Environment factors

Question 4

What are the factors that may influence an organization’s strategy

Answer 4

Strategic Focus
Corporate Culture
Resource Scarcity
Cost Concerns
Subject Matter Expertise
External Constraints
Demand Patterns

Question 5

These are concerned with how the various parts of the organization work in an integrated and coordinated way to enable value creation through products and services.

Answer 5

Value streams and processes dimension

Question 6

This dimension focuses on what activities the organization undertakes and how they are organized.

Answer 6

Value streams and processes dimension

Question 7

This dimension ensures that it is enabling value creation for all stakeholders efficiently and effectively

Answer 7

Value streams and processes dimension

Question 8

Is a series of steps that an organization uses to create and deliver products and services to a service consumer.

Answer 8

Value stream

Question 9

Is a combination of the organization’s value chain activities

Answer 9

Value Stream

Question 10

A series of steps an organization undertakes to create and deliver products and services to consumers.

Answer 10

Value stream

Question 11

Is a set of activities that transform inputs to outputs.

Answer 11

Process

Question 12

Describes what is done to accomplish an objective, and well-defined processes can improve productivity within and across organization.

Answer 12

Process

Question 13

A set of interrelated or interacting activities that transform inputs into outputs.

Answer 13

Process

Question 14

Takes one or more defined inputs and turns them into defined outputs.

Answer 14

Process

Question 15

Define the sequence of actions and their dependencies

Answer 15

Process

Question 16

These are factors that constrain or influence how a service provider operates.

Answer 16

PESTLE (political, economic, social, technological, legal, and environmental factors)

Question 17

It represents a holistic approach to service management and organizations should that there is a balance of focus between each dimension.

Answer 17

Four Dimensions

Question 18

It describes how all the components and activities of the organization work together as a system to enable value creation.

Answer 18

ITIL SVS (Service Value System)

Question 19

What are the parts of a service avlue system

Answer 19

Opportunity/demand
Guiding principles
Governance
Service Value Chain
Practices
Continual improvement
Value

Question 20

It is achieved when an organization withstand and thrive in changing internal changes.

Answer 20

Organizational Agility

Question 21

It is achieved when an organization withstand and thrive in changing external changes.

Answer 21

Organizational Resilience

Question 22

Is the ability of an organization to move and adapt quickly, flexibly, and decisively to support internal changes.

Answer 22

Organizational Agility

Question 23

The ability of an organization to anticipate, prepare for, respond to, and adapt to both incremental changes and sudden disruptions from an external perspective.

Answer 23

Organizational Resilience

Question 24

Provides the means to achieve organizational agility and resilience and to facilitate the adoption of a strong unified direction, focused on value and understood by everyone in the organization.

Answer 24

ITIL SVS

Question 25

Is a recommendation that guides an organization in all circumstance, regardless of changes in its goals, strategies, type of work our management structure. It is universal and enduring

Answer 25

Guiding Principle

Question 26

This guiding principle is everything that the organization does needs to map, directly or indirectly, to value for the stakeholders.

Answer 26

Focus on Value

Question 27

This guiding principle does not start from scratch and build something new without considering what is already available to be leveraged.

Answer 27

Start where you are

Question 28

This guiding principle does not attempt to do everything at once.

Answer 28

Progress iteratively with feedback

Question 29

This guiding principle focuses on working together across boundaries produces results that have greater buy-in, more relevance to objectives and increased livelihood of long-term success.

Answer 29

Collaborate and promote visibility

Question 30

This guiding principle are results that are delivered to internal and external customers through the effective and efficient management and dynamic integration of information, technology, organization, people, practices, partners, and agreements which all be coordinated to provide a defined value.

Answer 30

Think and work holistically

Question 31

If a process, service action or metric fails to provide value or produce a useful outcome, eliminate it. In a process or procedure, use minimum number of steps necessary to accomplish the objectives.

Answer 31

keep it simple and practical

Question 32

Resources of all types, particularly HR should be used to their best effect. ELiminate anything that is truly wasteful and use technology to achieve whatever it is capable of. human Intervention should only happen where it really contributes value.

Answer 32

Optimize and automate

Question 33

This method foster a culture of continual learning, flexibility, and willingness to try new approaches and adapt to rapidly changing needs.

Answer 33

Agile Methods

Question 34

Ofte focus on the rapid delivery of product increments at the expense of a more holistic view that considers the operability, reliability, and maintainability of these products in live environment.

Answer 34

Agile software development teams

Question 35

Provides service organizations with a flow of product and software increments.

Answer 35

ITIL

Question 36

It builds on Agile software development and service management techniques by emphasizing close collaboration between the roles of software development and technical operations.

Answer 36

DevOps Methods

Question 37

It combines the software development techniques of agile and the good governance and holistic approach to value co-creation of ITIL and the obsession with learning about and improving the way in which value is generated by lean.

Answer 37

DevOps

Question 38

How the customer feels about the organization and its products and services

Answer 38

Customer Experience

Question 39

It is a term commonly used to refer to a situation where part of the output of an activity is used for new input.

Answer 39

Feedback Loop

Question 40

It is a mindset present when certain departments or sectors do not wish to share information with others in the same company. This reduces efficiency in the overall operation.

Answer 40

Silo Mentality