Summary ITIL 4 Foundations Exam Solution Guide (2022 updated)
ITIL 4 Foundations Exam Solution Guide (2022 updated) PESTLE (list) - Political Economic Social Technological Legal Environmental 4 dimensions of service management - organizations & people information & technology partners & suppliers value streams & processes components of the service value system - inputs: -opportunity -demand components: -7 guiding principles -governance -service value chain -34 ITIL practices -continual improvement output: -value service value chain activities list - plan engage design & transition obtain or build deliver & support improve value stream - a series of steps that an organization uses to create and deliver products/services to a consumer ITIL activities - -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) - a set of organizational resources designed for performing work or accomplishing an objective (e.g. service desk) ITIL service value system (SVS) - 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 - ensure that the organization continually co-creates value with all stakeholders through the use and management of products and services continual improvement (principle) - a recurring activity to ensure that performance continually meets stakeholders' expectations service value chain (definition) - an operating model that outlines the key activities required to respond to demand and facilitate value realization through the creation and management of products and services governance - the means by which an organization is directed and controlled opportunity - plan (activity) - ensures a shared understanding of the vision, status, and improvement direction for all four dimensions and all products and services across and org design and transition - ensures products and services continually meet stakeholder expectations related to quality, costs, and time to market engage (activity) - provides a good understanding of stakeholder needs, transparency, and continual engagement and good relationships with all stakeholders obtain or build - ensures service components are available when and where they are needed and meet agreed specifications deliver and support - ensures services are delivered and supported according to agreed specifications and stakeholders' expectations improve (activity) - ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management (business) value - the perceived benefits, usefulness, and importance of something organizations and people - -roles and responsibilities -systems of authority and communication -a culture that supports objectives -the right level of capacity and competency in the workforce information and technology - -information and knowledge necessary for management of services -technologies required to support services (e.g. communication systems, databases) -inputs and outputs of activities and practices partners and suppliers - relationships with other orgs involved in the design, development, deployment, & improvement of service contracts and other agreements between the org and its partners/suppliers value streams and processes - -defines the activities, workflows, controls, and procedures needed to achieve several objectives -concerned with how the various parts of the organization work in an integrated/coordinated way to enable value creation through products/services consequences of failing to address all four dimensions properly - services may become undeliverable or not meet expectations of quality or efficiency guiding principles (list) - focus on value collaborate and promote visibility start where you are keep it simple and practical think and work holistically optimize and automate progress iteratively with feedback guiding principles (definition) - -recommendations that guide an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure -universal and enduring -should be applied to any initiative and all relationships ITIL practices categories - general management practices service management practices technical management practices the 15 ITIL practices focused on in this course - change control service desk deployment management IT asset management relationship management service request management incident management problem management service level management continual improvement monitoring and event management information security management release management supplier management service configuration management change control - purpose: maximize the number of successful IT changes by managing risks, authorizing changes, and managing the change schedule service desk - purpose: capture user demand for incident resolution and service requests details: -serves as the single point of entry & contact for service providers and their users deployment management - purpose: move new or changed hardware/software/component to live environments details: -works closely with release management and change control types of deployment - phased- new/changed components are deployed to a part of the production environment one at a time continuous- components are integrated/tested/deployed as needed big bang- components are deployed to all targets at the same time pull- software is made available in a controlled repository and can be downloaded on demand IT asset management - purpose: plan and manage the full lifecycle of all IT assets to help an organization achieve certain objectives scope: -includes all software, hardware, networking, cloud services, and client devices -may also include non IT assets such as buildings or information where there is a financial value and is required to deliver an IT service -can include operational technology such as IOT helps the org: -maximize value -control costs -manage risks -support decision making -meet regulatory requirements relationship management - purpose: establish and nurture links between an org and its stakeholders at strategic and tactical levels *continues............>>
Libro relacionado
- 2019
- 9789401804400
- Desconocido
Escuela, estudio y materia
- Institución
- ITIL 4 Foundation level
- Grado
- ITIL 4 Foundation level
Información del documento
- ¿Un libro?
- No
- ¿Qué capítulos están resumidos?
- Desconocido
- Subido en
- 14 de noviembre de 2022
- Número de páginas
- 12
- Escrito en
- 2022/2023
- Tipo
- Resumen
Temas
-
itil 4 foundation level
-
itil 4 foundation level study guide
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itil 4 foundation level exam guide 2022
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pestle list
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4 dimensions of service management
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components of the service value system
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