PESTLE (list) - ANSWER Political
Economic
Social
Technological
Legal
Environmental
4 dimensions of service management - ANSWER organizations & people
information & technology
partners & suppliers
value streams & processes
components of the service value system - ANSWER inputs:
-opportunity
-demand
components:
-7 guiding principles
-governance
-service value chain
-34 ITIL practices
-continual improvement
1
,output:
-value
service value chain activities list - ANSWER plan
engage
design & transition
obtain or build
deliver & support
improve
value stream - ANSWER a series of steps that an organization uses to create and deliver
products/services to a consumer
ITIL activities - ANSWER -represent the steps an organization takes in the creation of
value
-each activity contributes to the value chain by transforming specific inputs into outputs
ITIL practice (definition) - ANSWER a set of organizational resources designed for per-
forming work or accomplishing an objective (e.g. service desk)
ITIL service value system (SVS) - ANSWER a model representing how all the components
and activities of an organization work together to facilitate value creation
a set of interconnected activities that an organization performs in order to deliver a valuable
product or service to its customers and facilitate value
purpose of the SVS - ANSWER ensure that the organization continually co-creates value
with all stakeholders through the use and management of products and services
2
, continual improvement (principle) - ANSWER a recurring activity to ensure that perfor-
mance continually meets stakeholders' expectations
service value chain (definition) - ANSWER an operating model that outlines the key activi-
ties required to respond to demand and facilitate value realization through the creation and
management of products and services
governance - ANSWER the means by which an organization is directed and controlled
opportunity - ANSWER
plan (activity) - ANSWER ensures a shared understanding of the vision, status, and im-
provement direction for all four dimensions and all products and services across and org
design and transition - ANSWER ensures products and services continually meet stake-
holder expectations related to quality, costs, and time to market
engage (activity) - ANSWER provides a good understanding of stakeholder needs, trans-
parency, and continual engagement and good relationships with all stakeholders
obtain or build - ANSWER ensures service components are available when and where
they are needed and meet agreed specifications
deliver and support - ANSWER ensures services are delivered and supported according to
agreed specifications and stakeholders' expectations
improve (activity) - ANSWER ensures continual improvement of products, services, and
practices across all value chain activities and the four dimensions of service management
3
Economic
Social
Technological
Legal
Environmental
4 dimensions of service management - ANSWER organizations & people
information & technology
partners & suppliers
value streams & processes
components of the service value system - ANSWER inputs:
-opportunity
-demand
components:
-7 guiding principles
-governance
-service value chain
-34 ITIL practices
-continual improvement
1
,output:
-value
service value chain activities list - ANSWER plan
engage
design & transition
obtain or build
deliver & support
improve
value stream - ANSWER a series of steps that an organization uses to create and deliver
products/services to a consumer
ITIL activities - ANSWER -represent the steps an organization takes in the creation of
value
-each activity contributes to the value chain by transforming specific inputs into outputs
ITIL practice (definition) - ANSWER a set of organizational resources designed for per-
forming work or accomplishing an objective (e.g. service desk)
ITIL service value system (SVS) - ANSWER a model representing how all the components
and activities of an organization work together to facilitate value creation
a set of interconnected activities that an organization performs in order to deliver a valuable
product or service to its customers and facilitate value
purpose of the SVS - ANSWER ensure that the organization continually co-creates value
with all stakeholders through the use and management of products and services
2
, continual improvement (principle) - ANSWER a recurring activity to ensure that perfor-
mance continually meets stakeholders' expectations
service value chain (definition) - ANSWER an operating model that outlines the key activi-
ties required to respond to demand and facilitate value realization through the creation and
management of products and services
governance - ANSWER the means by which an organization is directed and controlled
opportunity - ANSWER
plan (activity) - ANSWER ensures a shared understanding of the vision, status, and im-
provement direction for all four dimensions and all products and services across and org
design and transition - ANSWER ensures products and services continually meet stake-
holder expectations related to quality, costs, and time to market
engage (activity) - ANSWER provides a good understanding of stakeholder needs, trans-
parency, and continual engagement and good relationships with all stakeholders
obtain or build - ANSWER ensures service components are available when and where
they are needed and meet agreed specifications
deliver and support - ANSWER ensures services are delivered and supported according to
agreed specifications and stakeholders' expectations
improve (activity) - ANSWER ensures continual improvement of products, services, and
practices across all value chain activities and the four dimensions of service management
3
