ITIL 4 foundations

governance

the means by which an organization is directed and controlled

service management

A set of specialized organizational capabilities for providing value to customers in the form of services

value

the perceived benefits, usefulness, and importance of something

Who determines the perceived value?

the RECIPIENT

value is objective

False

organization

a person or a group of people that have it's own functions, responsibilities, and relationships to perform it's own activities

What are the 2 roles an organization can provide?

1. service provider

2. service consumer

Value is _______________ by the service provider and consumer

co-created

What are the 3 roles for a consumer provider?

1. user

2. customer

3. sponsor

What is a user?

a person who uses the service

What is a customer?

a person who defines the requirements and takes responsiblity for the outcome of the consumption

What is a sponsor?

a person who authorizes the service for consumption, a person who provide financial capability

service offering

a description of one or more services that are meant to address the needs of a target group

service offering includes the following 3:

1. goods

2. access to resources

3. service to actions

access to resources

access to resources that are licensed to a consumer under agreed conditions

service action

actions performed to address a consumer's needs

service relationship

the cooperation between a service provider and a service consumer

service provision

the services performed by the service provider, activities performed by an organization to provide services

service consumption

activities performed by an organization to consumer a service

What is an example of a service consumption?

request for data-rolling from service provider

service relationship management

activities that a service provider and service consumer do, working together to enable value co-creation based upon agreed service offerings

A organization can never be both a service provider and a service consumer

False

What is an example of a sponsor?

A parent buying a car for his/her teenage child

service

means of enabling value by facilitating outcomes that customers want to achieve, without the customer having to manage costs and risks

outcome

a result for a stakeholder created by one or more outputs

output

tangible items from using the service

outcome vs output

outcome achieve results (watching the ITIL videos leads to student passing exam), output are items created (an outline of all the videos for ITIL)

cost

amount of money spent on an activity or resource

Cost is always measured in money

False. Cost can be measured in man-hours or FTEs

What is an FTE?

full time employee that works 40 hrs/week and 2000 hrs/year

risk

possible event that could cause harm, loss, or make it even more difficult to achieve objectives

Things to do with risk

1. Avoid

2. Accept

3. Mitigate

4. Transfer

Risk avoidance

removing risks from the service

risk acceptance

used when risk is considered low

risk transfer

used when you insure against a risk

risk mitigation

used when you implement technology or processes to reduce risk

utility

fit for purpose

warranty

Assurance by the seller that the products will perform as represented

fit for use

warranty

"how a service does it"

warranty

"what the service does"

utility

Both utility and warranty is required for a service organization

True

Areas that warranty addresses

availability, capacity, security levels, continuity

Areas that concerns utility

"fit for purpose"

What's the difference between IT Service technology and IT Service Management?

IT service technologies support the end users

IT service management technologies are tools that support internal workflows and processes, allowing internal teams to support the users

A partnership...

share common goals and risks, collaborate to achieve desired outcomes

A supplier relationship has

formal contracts and a clear distinction in roles

service integration and management

involves use of specially established integrators to ensure that service relationships are properly coordinate

service integrator

individuals who manage and connect all suppliers for an organization

partner vs suppliers

partners are more closely tied to the business while suppliers are more commoditized

value stream

a series of steps an organization takes to deliver products and services to consumers

process

a set of related activities that transform inputs into outputs, thus adding value

What is the PESTLE model?

P - political E - economic S - social T - technological L - legal E - environmental

What is a service value system (SVS)?

describes how