D336 BUSINESS OF IT: ITIL 4

WHAT IS ITIL?

PROVIDES COMPREHENSIVE, PRACTICAL, AND PROVEN GUIDANCE FOR ESTABLISHING SERVICE MANAGEMENT AND PROVIDING A COMMON GLOSSARY FOR BUSINESSES AND IT ENABLED SERVICES.

ITIL 4 RESHAPES AND UPDATES WHAT ITSM PRACTICES?

CUSTOMER EXPERIENCE- VALUE- DIGITAL TRANSFORMATION

EMBRACING NEW WAYS OF WORKING CAN INCLUDE WHICH PHILOSOPHY TYPE?

LEAN- AGILE- DEVOPS

WHICH TERM DESCRIBES HOW COMPONENTS AND ACTIVITIES OF ORGANIZATIONS INTERACT TO CREATE VALUE THROUGH IT-ENABLED SERVICES?

ITIL SERVICE BASE SYSTEM

WHICH TERM INVOLVES “PROVIDING SERVICES”?

SERVICE PROVISION

SERVICE OFFERINGS MAY INCLUDE….

GOODS-RESOURCES AND SERVICE ACTIONS

WHICH TERM INVOLES “CONSUMING SERVICES”?

SERVICE CONSUMPTION

WHICH TERM INVOLVES JOINT ACTIVITIES PROVIDED BY PROVIDERS AND CONSUMERS?

SERVICE RELATIONSHIP MANAGEMENT

WHICH TERM FACILITATES THE OUTCOMES FOR A CUSTOMER WITH LIMITED COSTS TO THEM?

SERVICE

WHICH TERM IS CAN BE SUMMARIZED AS “WHAT THE SERVICE DOES” AND CAN BE USED TO DETERMINE WHETHER A SERVICE IS “FIT FOR PURPOSE”?

UTILITY

WHICH TERM CAN BE SUMMARIZED AS “HOW THE SERVICE PERFORMS” AND CAN BE USED TO DETERMINE WHETHER A SERVICE IS “FIT FOR USE”?

WARRANTY

A PERSON THAT DEFINES THE REQUIREMENTS FOR A SERVICE IS KNOWN AS?

CUSTOMER

WHICH TERM IS KNOWN AS THE END USER OF SERVICES?

USER

A PERSON WHO AUTHORIZES BUDGET FOR SERVICE CONSUMPTION IS KNOWN AS?

SPONSOR

WHICH TERM IS KNOWN AS A SET OF SPECIALIZED ORGANIZATIONAL CAPABILITIES FOR ENABLING VALUE FOR CUSTOMERS IN THE FORM OF SERVICES?

SERVICE MANAGEMENT

THE AMOUNT OF MONEY SPENT ON A SPECIFIC ACTIVITY OR RESOURCE IS KNOWN AS?

COST

THE PERCEIVED BENEFITS, USEFULNESS, AND IMPORTANCE OF SOMETHING IS KNOWN AS?

VALUE

A PERSON OR A GROUP OF PEOPLE THAT HAS ITS OWN FUNCTIONS WITH RESPONSIBILITIES, AUTHORITIES, AND RELATIONSHIPS TO ACHIEVE ITS OBJECTIVES IS KNOWN AS?

ORGANIZATIONS

A TANGIBLE OR INTANGIBLE DELIVERABLE OF AN ACTIVITY IS KNOWN AS?

OUTPUT

A RESULT FOR A STAKEHOLDER ENABLED BY ONE OR MORE OUTPUTS IS KNOWN AS?

OUTCOME

A POSSIBLE EVENT THAT COULD CAUSE HARM OR LOSS, OR MAKE IT MORE DIFFICULT TO ACHIEVE OBJECTIVES. THIS CAN ALSO BE DEFINED AS UNCERTAINTY OF OUTCOME IS KNOWN AS?

RISK

A RECOMMENDATION THAT GUIDES AN ORGANIZATION IN ALL CIRCUMSTANCES, REGARDLESS OF CHANGES IN ITS GOALS, STRATEGIES, TYPE OF WORK, OR MANAGEMENT STRUCTURE AND IS UNIVERSAL AND ENDURING IS KNOWN AS?

GUIDING PRINCIPALS

WHICH DEFINITION BEST DECRIBES “FOCUS ON VALUE”?

EVERYTHING THAT ORGANIZATION DOES NEED TO MAP, DIRECTLY OR INDIRECTLY TO VALUE FOR THE STAKEHOLDERS AND ENCOMPASSES MANY PERPECTIVES FROM CUSTOMERS AND USERS.

WHICH DEFINITION BEST DESCRIBES “START WHERE YOU ARE”?

TO NOT THROW AWAY WHAT ALREADY WORKS AND IS USED AS LEVERAGE AND USES CURRENT SERVICES, PROCESSES, PROGRAMMES, PROJECTS, AND PEOPLE THAT CAN BE USED TO CREATE THE DESIRED OUTCOMES. FOCUS ON THE CURRENT STATE.

WHICH DEFINITION BEST DESCRIBES “PROGRESS ITERATIVELY WITH FEEDBACK”

DO NOT ATTEMPT TO DO EVERYTHING AT ONCE. ORGANIZES WORK BY USING STEP-BY-STEP PROCESSES TO MAINTAIN SHARPER FOCUS IN A TIMELY MANNER AND USES FEEDBACK THROUGHOUT THE ENTIRE PROCESS.

WHICH DEFINITION BEST DESCRIBES “COLLABORATE AND PROMOTE VISIBILITY”

WORKING TOGETHER ACROSS BOUNDARIES TO PRODUCE RESULTS THAT HAVE GREATER BUY-IN, MORE RELEVANCE TO OBJECTIVES, AND INCREASED LONG-TERM SUCCESS. MUST HAVE INFORMATION, UNDERSTANDING, AND TRUST WITH NO HIDDEN AGENDAS AND INFORMATION SHARED TO THE GREATEST DEGREE POSSIBLE.

WHICH DEFINITION BEST DESCRIBES “ THINK AND WORK HOLISTICALLY”?

NO SERVICE, OR ELEMENT USED TO PROVIDE A SERVICE, STANDS ALONE. THE OUTCOME IS ACHIEVED BY THE SERVICE PROVIDER, AND THE CONSUMER WILL SUFFER UNLESS THE ORGANIZATION WORKS ON THE SERVICE AS A WHOLE TO PROVIDE DEFINED VALUE.

WHICH DEFINITION BEST DESCRIBES “KEEP IT SIMPLE AND PRACTICAL”?

IF A PROCESS, SERVICE, AND ACTION OR METRIC FAILS TO PROVIDE VALUE OR PRODUCE A USEFUL OUTCOME, ELIMINATE IT. IT USES THE MINIMUM NUMBER OF STEPS NECESSARY TO ACCOMPLISH THE OBJECTIVES USING OUTCOME-BASED THINKING.

WHICH DEFINITION BEST DESCRIBES “OPTIMIZE AND AUTOMATE”?

RESOURCES OF ALL TYPES- ELIMINATES ANYTHING THAT IS TRULY WASTEFUL AND USES TECHNOLOGY TO ACHIEVE WHATEVER IT IS CAPABLE OF. HUMAN INTERVENTION ONLY HAPPENS WHERE IT REALLY CONTRIBUTES VALUE.