ITIL 4 Service Value System and Service Value Chain

Using the Continual Improvement Model will increase the likelihood that ITSM initiatives will __________? (3 things)

- Be successful - Puts a strong focus on customer value - Makes sure that improvement efforts can be linked back to the organization's vision

What is the Plan SVC Activity about?

Ensuring a shared understanding of vision, current status, improvement direction, and relevant planning of activities at all levels

What does the Evaluate governance activity do?

Evaluates the organization's Strategy, Portfolios, and Relationships with other parties.

Continual Improvement is done by __________.

Everyone, Everywhere, All the time

True or False? Input/Output relationships are always linear or always one-to-one.

False. Input/Output relationships *can be*: Linear, One-to-one, One-to-many, Many-to-one

What are the 3 classifications of management practices?

General, Service, and Technical

What are the elements in the SVS?

Guiding principles, Governance, Service value chain, Practices, Continual improvement

What activity takes input from every activity and sends output to every activity?

Improve

Outputs from one Service Value Chain can be an __________ for a different Service Value Chain

Input

The Input/Output relationships between SVC's are __________ in a complex and dense manner.

Interconnected

What is the purpose of the Value Chain Activity named "Engage"?

Ir provides a good understanding of stakeholder needs, transparency, and continual engagement, and good relationships with all stakeholders, primarily service consumers

What is the purpose of the Value Chain Activity named "Plan"?

It ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across the organization

What is the purpose of the Value Chain Activity named "Improve"?

It ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management

What is the purpose of the Value Chain Activity named "Design and Transition"?

It ensures that products and services continually meet stakeholder expectations for quality, costs, and time-to-market

What is the purpose of the Value Chain Activity named "Obtain/Build"?

It ensures that service components are available when and where they are needed and meet agreed specifications

What is the purpose of the Value Chain Activity named "Deliver and Support"?

It ensures that services are delivered and supported according to agreed specifications and stakeholder's expectations

The Continual Improvement Model supports an __________ approach to improvement, dividing work into manageable pieces with separate goals that can be achieved incrementally.

Iterative

What does the Monitor governance activity do?

Monitors organizational performance and use monitoring data as feedback to subsequent evaluation and direction

What is input in a SVS?

Opportunity and demand

What are Opportunities?

Options/Possibilities to add value for stakeholders

What are some examples of the elements in a SVS?

Organizational governance, Service management, Continual improvement, and the organization's capabilities and resources

Each organization's SVS has interfaces with __________, forming an ecosystem.

Other organizations

What are the 6 key activities of the SVC (Service Value Chain).

Plan, Improve, Engage, Design and Transition, Obtain / Build, Deliver and Support

What are general management practices?

Practices adapted from general business. Things like HR management, Project management, Business analysis, Risk management, etc.

What are technical management practices?

Practices that focus strictly on the technology. Like, Infrastructure, Software development, and Deployment

What are service management practices?

Practices that have been developed in the IT service field. Things like Incident management, Problem management, Change enablement, Service level management, Service Desk, etc.

A fundamental part of planning is __________ different alternatives and making decisions.

Prioritizing

Guiding Principles are __________ that help guide organizations in all circumstances.

Recommendations

The Design part of the Design and Transition activity will gather information and determine __________ for the product or service.

Requirements

What are Practices?

Sets of organizational resources designed for performing work or accomplishing an objective

What does the Direct governance activity do?

Sets the priorities and establishes boundaries for behavior across the organization with suppliers, partners, and other stakeholders

What does SMART stand for?

Specific, Measurable, Attainable, Relevant, Time-bound

The SVS can enable the creation of many different types of value for a wide group of __________.

Stakeholders

Where does Governance live?

The SVS (Service Value System)

What is at the core of the SVS?

The Service Value Chain

What are some examples of outputs in a SVS?

The achievement of the organization like a service, product, or something of value for the customer

What is Governance?

The means by which an organization is directed and controlled.

What is Demand?

The need or desire for products/services among internal/external consumers

True or False? Deliver and Support is an activity to look back at and compare the original specifications of the product or service with the created product or service made by the service provider.

True. Deliver and Support is meant to ensure that the product or service meets the expectations and requirements of the customer before delivering it

True or False? Obtain/Build is primarily determining whether to obtain or build.

True. Determining to obtain versus building a product or a service can help to save the service provider time and/or money

What is the Engage SVC Activity about?

Understanding stakeholder needs, facilitate transparency, and continually engage with users, customers, suppliers, and other stakeholders

What is the output of the SVS?

Value

The ITIL SVS describes how all components and activities of the organization work together as a system to enable __________.

Value creation

The CIM (Continual Improvement Model) is made of 7 questions, which are __________.

What is the vision? Where are we now? Where do we want to be? How do we get there? Take action. Did we get there? How do we keep the momentum going?

What is the Service Value Chain (SVC)?

A set of interconnected activities that and organization performs to deliver a valuable product or service to its consumers and facilitate value realization

What is the Service Value System (SVS)?

- Takes input (opportunity / demand) - Runs it through some elements (the organization's service management, continual improvement, capabilities, and resources) - Outputs the achievement of the service (a service, a product, or something of value to the customer)

__________ of 40 questions on the exam come from the Management practices.

24

How many management practices are there?

34

What is an Operating Model?

A model for service providers that covers all the key activities required to effectively manage products and services

What is Continual Improvement?

A recurring organizational activity performed at all levels to ensure that organization's performance continually meets stakeholders' expectations

What is the Obtain / Build SVC Activity about?

Acquisition or building of components, whether acquired from a third party or built in-house

The continual improvement model can be applied to __________ type of improvement.

Any

The 10 Service management practices you need to know for the exam are __________?

Change enablement, Incident management, IT asset management, Monitoring and event management, Problem management, Release management, Service configuration management, Service desk, Service level management, Service request management

The purpose of the SVS is to ensure that the organization __________ with all stakeholders through the use and management of products and services.

Co-creates value

The 4 General management practices you need to know for the exam are __________?

Continual improvement Information security management Relationship management Supplier management

In the SVC (Service Value Chain), Activities take an input and __________ value.

Creates

What is the Deliver and Support Activity about?

Day-to-day delivery of solutions and support for user needs related to the services

The Transition part of the Design and Transition activity will turn the gathered requirements , test, and __________ the software or service.

Deploy

The 1 Technical management practice you need to know for the exam is __________?

Deployment management

What are the 3 Governance activities?

E.D.M. - Evaluate, Direct, Monitor

What is the key activity that deals with transparency?

Engage

What is the Improve SVC Activity about?

Ensure continual improvement, execution of improvement activities, and improvement information

What is the Design and Transition SVC Activity about?

Ensure products and services meet expectations for cost, quality, and time-to-market