ITIL Q2 QUIZ PART 1 Reviewer

ITIL

a set of practices

a framework of best practices for IT Service Management

ITSM

How an organization maintains IT Services for customers

ITIL4

Emphasizes the importance of value creation over just delivering services

More flexible, modern, agile

Reduce IT Costs
Enhance IT Services
Improved Productivity
Better Management of Business Risk and Service Disruption
Improved Customer satisfaction by delivering efficient services
Provides Guidance to address Service Management Challanges

Benefits of ITIL (6)

Service Management

Set of specialized organizational capabilities for enabling value to customers in form of services

Value

The perceived benefits, usefulness, and importance of something

Value Co-creation

Communication in value chain is bi-direction

Customer

Who defines requirements for services and takes responsibility for outcomes from service consumption

User

Uses services

Sponsor

Authorizes the budget for service consumption

Supplier

Stakeholder responsibile for providing services that are used by an organization

Organization

Person or group of people that has its own fucntions with responsibilities, authorities and relationships to achieve its objectives.

Service

Are 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

Configuration of resources, created by the organization that will be potentially valuable for their customers

Service Offering

Description of one or more services, desigend to address the needs of a target consumer group.

Output

Tangible or intangible deliverable of an activity

Outcome

Result for a stakeholder enabled by one or more outputs

Cost

Amount of money spent on a specific activity or resources

Cost removed from Customer

Part of Value

Costs imposed on customer

Costs of consumption

Risk

Possible event that could cause harm or hinder achievement of objectives

Value

Benefits - (Cost + Risks)

Service Relationships

Aims to co-create value, roles are Service Providers and Service Consumers

Service Provisioning

Management of provider resources configured to deliver the service

Service Consumption

Management of the consumer resources needed to consume the service

Service Value System (SVS)

How all components and activities of the organization work together as a system to enable value creation

Focus on Value
Start Where You Are
Progress Iteratively with Feedback
Collaborate and Promote Visibility
Think and Work holistically
Keep it Simple and Practical
Optimize and Automate

(7) Guiding Principles

Organizations and people

includes roles, responsibilities, and systems of authority and communication

Information and technology

Relationships between different components of the SVS

Partners and suppliers

Relationships between organizations involved in design, development, deployment, delivery, support and/or continual improvement of services

Value streams and processes

Defines how organization/SVS work together to enable value creation

Political
Economic
Social
Technological
Legal
Environmental

PESTLE