ITIL 4 TIA Cram Course

Service management:

“A set of s________ o________ c________ for enabling v____ for c______ in the form of s______”

“A set of specialized organizational capabilities for enabling value for customers in the form of services”

Value:

“The p______ b______, u________, and i________ of something”

“The perceived benefits, usefulness, and importance of something”

Organization:

“A p____ or g____ of p____ that has its own f________ with r________, a________, and r________ to a______ its o________“

"A person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives"

Service:
“A m____ of e______ v____ c_-______ by f________ o______ that c______ want to a______, without the c______ having to m______ s______ c____ and r____”

"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"

Product:

“A c________ of an o________’s r______ designed to o____ v____ for a c______”

"A configuration of an organization's resources designed to offer value for a consumer"

Service offering:

“A f____ d________ of one or more s______, designed to a______ the n____ of a t____ c______ g____”

"A formal description of one or more services, designed to address the needs of a target consumer group"

Output:

“A t______ or i________ d________ of an a______”

“A tangible or intangible deliverable of an activity”

Outcome:

“A r____ for a s________ e______ by one or more o______”

“A result for a stakeholder enabled by one or more outputs”

Cost:

“The a______ of m____ s____ on a s______ a______ or r______”

The amount of money spent on a specific activity or resource”

Risk

a possible event that may cause harm or loss

Utility

The functionality offered by a product or service to meet a particular need (“what the service does”, “fit for purpose”)

Warranty

Assurance that a product or service will meet agreed requirements (“how well the system performs”, “fit for use”)

Four Dimensions of Service Management

1. Organizations & people

2. Information & technology

3. Partners & suppliers

4. Value streams & processes

Four Dimensions of Service Management (factors)

PESTLE:

• Political

• Economical

• Social

• Technological

• Legal

• Environmental

Value stream:
“A s____ of s____ an o________ u________ to c____ and d______ p______ and s______ to c______”

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

Process:

“A s__ of i________ or i________ a________ that t________ i____ into o____”

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

Service Value System (SVS): central line

Opportunity/demand ←→ Service value chain ←→ Value

Service value system (SVS) components

Guiding principles

Governance

Service value chain

Practices

Continual improvement