ITIL 4 -- Chapters 1 & 2 completed /verified

ITIL 4 -- Chapters 1 & 2 completed /verifiedITIL SVS (Service Value System) -Service value chain -Practices -Guiding principles -Governance -Continual Improvement 4 Dimensions model 1. Organizations and People 2. Information and Technology 3. Partners and Suppliers 4. Value Streams and Processes Service Management A set of specialized organizational capabilities for enabling value for customers in the form of services Value The perceived benefits, usefulness, and importance of something. It is co-created between the consumer and the provider. Organization A person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives. Customer A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption. User A person who uses services. Sponsor A person who authorizes budget for services consumption. Services 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 configuration of an organization's resources designed to offer value for a consumer. Service offering A formal description of one or more services, designed to address the needs of a target consumer group. Examples may include goods, access to resources, and service actions. Service relationship A cooperation between a service provider and service consumer. Examples include service provision, service consumption, and service relationship management. Service provision Activities performed by an organization to provide services. Includes: -management of the provider's resources, configured to deliver the service -ensuring access to these resources for users -fulfillment of the agreed service actions -service level management and continual improvement Service consumption Activities performed by an organization to consume services. Includes: -management of the consumer's resources need to use the service -service actions performed by users, including utilizing the providers resources, and requesting service actions to be fulfilled Service relationship management Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings. Output A tangible or intangible deliverable of an activity Outcome A result for a stakeholder enabled by one or more outputs Cost The amount of money spent on a specific activity or resource Risk A possible event that could cause harm or loss, or make it more difficult to achieve objectives. Can also be defined as uncertainty of outcome, and can be used in the context of measuring the probability of positive outcomes as well as negative outcomes. Utility The functionality offered by a product or service to meet a particular need. It can be summarized as 'what the service does' and can be used to determine whether a service is 'fit for purpose'. To have this, a service must either support the performance of the consumer or remove constraints from the consumer. Warranty Assurance that a product or service will meet agreed requirements. It can be summarized as 'how the service performs' and can be used to determine whether a service is 'fit for use'. It often relates to service levels aligned with the needs of service consumers. This may be based on a formal agreement, or it may be a marketing message or brand image. It typically addresses such areas as the availability of the service, its capacity, levels of security and continuity. A service may be said to provide acceptable assurance, if all defined and agreed conditions are met. Add or Remove Terms