ITIL Terminology
True or False, ITIL4 is the 4th version of the ITIL framework.
What is False. ITIL4 is the framework iteration created for the 4th industrial revolution.
True or False, the objectivity of value should be captured, measured, and evaluated because it is what we have to work with as an organization to perform service management.
What is False. Value is subjective, and is always determined by the recipient.
______ is the perceived benefit, usefulness, and importance of something.
What is Value?
< Show Image 1 > What does this image describe?
What is the Four Dimensions of Service Management?
"Do not start from scratch and build something new without considering what is already available to be leveraged; the current state should be investigated and observed directly to ensure it is understood." Refers to which guiding principle?
What is "Start where you are"?
What does ITSM stand for?
Information Technology Service Management
An organization must have both ____ and capability to provide services.
What is capacity?
______ is a person or a group of people that has its own functions, responsibilities, authorities, and relationships, to achieve its objectives.
< Show Image 2 > What does this image describe?
What is the Service Value System or SVS?
"If a process, service, action, or metric fails to provide value or produce a useful outcome, eliminate it. In a process or procedure, use the minimum number of steps necessary to accomplish the objectives. Always use outcome-based thinking to produce practical solutions that deliver results." Refers to which guiding principle?
What is "Keep it simple and practical"?
What is the term for a set of specialized, organized capabilities for enabling value to customers in the form of services?
What is Service Management?
Value must be ______ by the service provider and the consumer.
What is co-created? In order to achieve desired outcomes, an active collaboration between providers and consumers as well as other organizations that are part of the relevant service relationships is required.
_____ is 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.
What is a Service?
What is the acronym used to describe the factors which affect the 4 dimensions of Service Management?
What is PESTLE?
"Before an activity can be effectively automated, it should be optimized to whatever degree is possible and reasonable. Consider the four dimensions when designing, managing, or operating an organization and its processes. Human intervention should only happen where it contributes value to the process." Refers to which guiding principle?
What is "Optimize and Automate"?
What is the term that refers to the means by which an organization is directed and controlled?
What is Governance?
True or false. You must have both utility and warranty for a service to work properly.
What are Utility and Warranty? Utility is the functionality offered by a particular product or service to meet a need. It requires that the service support the performance of the consumer or remove constraints. Warranty is the assurance that a product or service will meet the agreed upon requirements. This requires that a service has defined and agreed-upon conditions that are met.
< Show Image 3 > This 7 step methodology refers to what?
What is Continuous Improvement?
"All activities conducted by the organization should link back, directly or indirectly, to value for itself, its customers, and other stakeholders." Refers to which guiding principle?
What is "Focus on Value"?
This, also one of the 34 ITIL practices, references the process of aligning the organizations practices and services with changing business needs through ongoing identification and improvement of any element involved in the efficient and effective management of products and services.
What is Continuous Improvement?
What is a User, Customer, and Sponsor? A user is focused on usability, a customer is focused on requirements, and a sponsor is focused on efficiency and cost savings.
How many of the ITIL4 practices fall into the Service Management category?
What is 17?
"Do not attempt to do everything at once. Organize the work into smaller, manageable sections that can be executed and completed in a timely manner. The focus on each effort will be sharper and easier to maintain." Refers to which guiding principle?
What is "Progress iteratively and with feedback"?