ITIL 4 EXAM FLASHCARDS
What is IT Service Management? - correct answer A set of specialized
organizational capabilities for enabling value to customers in the form of
services. ITSM is the application of service management to IT.
It is our discipline; how we all work together
Organization - correct answer A person or a group of people that has its own
functions with responsibilities, authorities, and relationships to achieve its
objectives
Value - correct answer The perceived benefits, usefulness, and importance of
something. The outcome of the SVS.
Dimensions of value: (need to be balanced)
- cost
- quality
- speed
Cost - correct answer The amount of money spent on a specific activity or
resource. Measures against how much the customer is willing to pay. Services
need to be affordable to the customer and profitable or within budget for the
provider.
Quality - correct answer Customer requirements and the warranty around service
delivery
Speed - correct answer A growing demand for increased time to market and time
to value. Quality and cost demands may be met but this may not be sufficient if
the service takes too long to deliver
Service - correct answer A means of enabling value co-creation by facilitating
outcomes that customers want to achieve, without the customer having to
manage specific costs and risks
,Service Value System (SVS) - correct answer Describes how all the components
and activities of the organization work together as a system to enable value
creation.
The purpose is to ensure that the organization continually co-creates value with
all stakeholders through the use and management of products and services that
can be configured in multiple combinations.
Components:
-inputs & outputs
-the service value chain
-the 34 practices
-governance
-seven ITIL guiding principles
-continual improvement
Inputs to SVS - correct answer Opportunity & demand.
Opportunity - correct answer Options or possibilities to add value for
stakeholders or otherwise improve the organization.
Demand - correct answer The need or desire for products and services among
internal and external consumers
Practices - correct answer Sets of organizational resources designed for
performing work or accomplishing an objective. Enhances the flexibility of the
service value chain, and support multiple SVC activities
Governance - correct answer The means by which an organization is directed and
controlled. Enables organizations to continually align their operations with the
strategic direction set by the governing body
, Seven ITIL guiding principles (simple) - correct answer Recommendations that
can guide an organization in all circumstances, regardless of changes in its
goals, strategies, type of work, or management.
Continual Improvement - correct answer A recurring organizational activity
performed at all levels to ensure than an organization's performance continually
meets stakeholders' expectations
Four dimensions of service management - correct answer Ensuring a holistic
approach to service management. By giving these an appropriate amount of
focus, an organization ensures its SVS remains balanced and effective.
-organizations and people
-IT
-partners and suppliers
-value streams and processes
Organizations and people dimension - correct answer Roles and responsibilities,
leaders championing and advocating the values, communication and
collaboration, shared values and attitudes, trust and transparency, the right level
of capacity and competency in the workforce. In regards to the SVS, focus on the
org acting as a service provider
Information and technology dimension - correct answer The information and
knowledge necessary for the management of services, as well as the
technologies required. Incorporates the relationships between different
components of the SVS. Focus on what technologies we need to provide our best
services. Information management is the primary means of enabling customer
value
Information management questions - correct answer 1. what information is
managed by the services?
2. what supporting information and knowledge are needed to deliver and manage
the services?
What is IT Service Management? - correct answer A set of specialized
organizational capabilities for enabling value to customers in the form of
services. ITSM is the application of service management to IT.
It is our discipline; how we all work together
Organization - correct answer A person or a group of people that has its own
functions with responsibilities, authorities, and relationships to achieve its
objectives
Value - correct answer The perceived benefits, usefulness, and importance of
something. The outcome of the SVS.
Dimensions of value: (need to be balanced)
- cost
- quality
- speed
Cost - correct answer The amount of money spent on a specific activity or
resource. Measures against how much the customer is willing to pay. Services
need to be affordable to the customer and profitable or within budget for the
provider.
Quality - correct answer Customer requirements and the warranty around service
delivery
Speed - correct answer A growing demand for increased time to market and time
to value. Quality and cost demands may be met but this may not be sufficient if
the service takes too long to deliver
Service - correct answer A means of enabling value co-creation by facilitating
outcomes that customers want to achieve, without the customer having to
manage specific costs and risks
,Service Value System (SVS) - correct answer Describes how all the components
and activities of the organization work together as a system to enable value
creation.
The purpose is to ensure that the organization continually co-creates value with
all stakeholders through the use and management of products and services that
can be configured in multiple combinations.
Components:
-inputs & outputs
-the service value chain
-the 34 practices
-governance
-seven ITIL guiding principles
-continual improvement
Inputs to SVS - correct answer Opportunity & demand.
Opportunity - correct answer Options or possibilities to add value for
stakeholders or otherwise improve the organization.
Demand - correct answer The need or desire for products and services among
internal and external consumers
Practices - correct answer Sets of organizational resources designed for
performing work or accomplishing an objective. Enhances the flexibility of the
service value chain, and support multiple SVC activities
Governance - correct answer The means by which an organization is directed and
controlled. Enables organizations to continually align their operations with the
strategic direction set by the governing body
, Seven ITIL guiding principles (simple) - correct answer Recommendations that
can guide an organization in all circumstances, regardless of changes in its
goals, strategies, type of work, or management.
Continual Improvement - correct answer A recurring organizational activity
performed at all levels to ensure than an organization's performance continually
meets stakeholders' expectations
Four dimensions of service management - correct answer Ensuring a holistic
approach to service management. By giving these an appropriate amount of
focus, an organization ensures its SVS remains balanced and effective.
-organizations and people
-IT
-partners and suppliers
-value streams and processes
Organizations and people dimension - correct answer Roles and responsibilities,
leaders championing and advocating the values, communication and
collaboration, shared values and attitudes, trust and transparency, the right level
of capacity and competency in the workforce. In regards to the SVS, focus on the
org acting as a service provider
Information and technology dimension - correct answer The information and
knowledge necessary for the management of services, as well as the
technologies required. Incorporates the relationships between different
components of the SVS. Focus on what technologies we need to provide our best
services. Information management is the primary means of enabling customer
value
Information management questions - correct answer 1. what information is
managed by the services?
2. what supporting information and knowledge are needed to deliver and manage
the services?
