Business of IT -- Applications -- C846, Test bank. Top Exam Questions and and answers, graded A+

Document Content and Description Below

Business of IT -- Applications -- C846, Test bank. Top Exam Questions and and answers, graded A+ ITIL 4 updates established _______________________________________ practices in the context of c... ustomer experience, value streams, and digital transformation. They also incorporate new methodologies, such as Lean, Agile, and DevOps - ✔✔-IT service management (ITSM) ITIL (Information Technology Infrastructure Library) - ✔✔-is a service management framework that offers a good-practice guidance applicable to all types of organizations who provide services to business. First adoped more than 20 years ago, ITIL has become the most widely adopted approach for IT service management in the world. Key stages in the development of the ITIL best practices framework are: - ✔✔-1980 -- ITIL guidance begins to be developed in the United Kingdom, under the guidance of the Office of Government Commerce 1989 -- ITIL Version 2 released, a best-practices framework for IT on how to carry out efficient and effective processes, Service Delivery and Service Support, and the core books in the library. 2007 -- ITIL V3 release, designed around the premise that an IT service should go through a life-cycle (from a strategy, to design, to transition, and into the live environment). The processes and functions are organized and presented in a life-cycle structure. Five core books are published. Many more thousands of organizations around the globe begin to adopt ITIL. 2011 -- The "2011 Edition" of the five core ITIL books are published, expanding on the Service Strategy component and refining of the aspects of the framework. 2016 -- The ITIL framework is not being managed by AXELOS®, and a new course entitled ITIL Practitioner is added, along with the "ITIL Guiding Principles." 2018 -- The global ITIL user community has contributed their ideas and input into the next version of ITIL, and ITIL 4 is announced and released. It is structured around a "service value system," bringing ITIL up to date by reshaping many of the established ITIL practices into the wider context of customer experience, value streams, and digital transformation, as well as incorporating aspects of Lean, Agile, and DevOps. Thus, the ITIL framework has evolved from a specialized set of service management topics with a focus on function, to a service- and process-based framework, to guidance based on a _________________________________. ITIL 4 retains and extends many of the established ITSM practices to the broader context of today's digital economy. Its design ensures a flexible, coordinated, and integrated system for the effective governance and management of IT-enabled services. - ✔✔- service value system The objective of the ITIL service management practice framework is: - ✔✔-to provide services to business customers that are fit for their purpose, stable, and so reliable that businesses perceive the service organization offering them as a trusted provider ITIL service value system (SVS) - ✔✔-A key component of the ITIL 4 framework is the service value system (SVS), which describes how the components and activities of an organization interact to create value through IT-enabled services. These components and activities can be combined in a flexible way to ensure a robust, unified, and value-centered trajectory for the organization. The core components of the ITIL SVS are: - ✔✔-The ITIL service value chain ITIL practices ITIL guiding principles Governance Continual improvement The ITIL service value chain - ✔✔-The ITIL service value chain is a flexible model for the creation, delivery, and continual improvement of services. Its six key activities can be combined in various ways to form corresponding value streams, including DevOps and centralized IT, to address the needs of multimodal service management. This adaptability of the service value chain enables organizations to adapt to the changing demands of stakeholders effectively, efficiently, and expediently ITIL practices - ✔✔-ITIL practices further enhance the flexibility of the service value chain by supporting multiple chain avtivities, thereby providing a comprehensive and versatile tool set for ITSM practitioners ITIL guiding principles - ✔✔-ITIL guiding principles help to guide organizational decisions and actions, and ensure a shared understanding and unified approach to ITSM throughout the organization. They help to codify the organization's culture and behavior, from strategic decision making to day-to-day operations. Governance - ✔✔-ITIL SVS governance activities enable the organization to maintain the alignment of their operations with the strategic direction determined by its governing body. Continual improvement - ✔✔-All ITIL SVS components are supported by continual improvement via a simple, practical improvement model designed to maintain the organization's resilience and agility in a constantly changing environment. The four dimensions model Each component of the SVS should be considered from these four dimensions: - ✔✔-Organizations and people Information and technology Partners and suppliers Value streams and processes Indicate which of the following statements about the ITIL framework is true: It is a source of good practice in service management. Its guidance can be adapted to use in various business environments and organizational strategies It provides services to business customers that are fit for their purpose It is a system by which an organization is directed and controlled - ✔✔-It is a source of good practice in service management Its guidance can be adapted to use in various business environments and organizational strategies It provides services to business customers that are fit for their purpose A key component of the ITIL 4 framework is ___________________, which describes how the components and activities of an organization interact to create value through IT-enabled services - ✔✔- SVS Which of the following dimensions models used for ensuring a holistic approach to service management? Organizations and people Information and technology Partners and suppliers Information and service Value streams and components - ✔✔-Organizations and people Information and technology Partners and suppliers Enables the organization to maintain the alignment of its operations with the strategic direction determined by its governing body - ✔✔-Governance A good-practice guidance applicable to all types of organizations that provide services to businesses - ✔✔-ITIL (Information Technology Infrastructure Library) A source of good practice in service management - ✔✔-ITIL framework Help to guide organizational decisions and actions and ensure a shared understanding and unified approach to ITSM throughout the organization - ✔✔-ITIL guiding principles Describes how the components and activities of an organization interact to create value through ITenabled services - ✔✔-SVS (service value system) A flexible model for the creation, delivery, and continual improvement of services - ✔✔-The ITIL service value chain Service Management - ✔✔-is a set of specialized organizational capabilities for enabling value for customers in the form of services Value - ✔✔-is the perceived benefits, usefulness, and importance of something The purpose of an organization is to create ____________________ for stakeholders. And as such, value is an assessment subject to stakeholders' perceptions--however quantifiable it may be. These stakeholders might be customers or consumers of a service, or part of a service provider organization. Thus, the concept of value is key to understanding the ITIL service management system - ✔✔-value Service providers once viewed their role of delivering value to their customers as analogous to a delivery company delivering packages to their destination—in other words, as a __________________________ endeavor. The effect of this view also placed customers at some distance from service providers, as the customer/consumer plays no role in the creation of the value they're intended to receive. In reality, the service provider-customer relationship can be highly complex, interdependent, and bidirectional. - ✔✔- monodirectional Thus, organizations nowadays tend to recognize that value is co-created through active collaborations between service providers and customers/consumers. To this end, providers must always consider this dynamic relationship when defining value to customers, rather than work in isolation. This ___________________________________ can only be accomplished by establishing mutually beneficial, interactive relationships with customers, thus empowering them to become creative contributors to the service value chain. Stakeholders across the service value chain contribute to define requirements, the design of service solutions, and to service creation and/or provisioning. - ✔✔-value co-creation ______________________ is a set of specialized organizational capabilities for enabling value for customers in the form of services - ✔✔-Service management The ITIL ___________________________ includes six value chain activities that lead to the creation of products and services and, in turn, value - ✔✔-service value chain organization - ✔✔-is a person or group with its own internal functions, and with its own set of responsibilities, authorities, and relationships necessary to achieve its objectives Members of an organization are unified by common objectives, relationships, and authority. As societies and economies evolve, the relationships within and between organizations become increasingly complex. And each organization depends on others in its operation and development. - ✔✔-The role(s) of an organization can differ over time, depending on the perspective from which it's viewed (and functions). When provisioning services, an organization's role is that of _______________________. - ✔✔-service provider The service provider can be another entity outside the customer's organization, or both can be part of the same organization In the most common version of ITSM, the service provider is a company's IT department, with the other departments viewed as its customers. - ✔✔-However, it's important to keep in mind that this is just one simple example of the provider-customer model The key to being an effective service provider is for the organization to have a clear understanding of who its customers are in any given situation, as well as any other stakeholders in the service relationship The __________________________ (or service customer) is the generic role an organization takes on when it receives services. In practice, the concept of service consumption serves as an umbrella term for more specific roles, such as customers, users, and sponsors. - ✔✔-service consumer These specific roles are nonexclusive, as they can be separate or combined. Thus, it's important to understand the distinctions between customers, users, and sponsors: - ✔✔-Customer -- The person who defines service requirements and takes responsibility for the outcome of service consumption User -- someone who uses the provided services Sponsor -- The person authorizing the budget for the consumed service **Sometimes individual private consumers of the same carrier's service could simultaneously serve as customer, user, and sponsor Besides the roles of service provider or consumer, there can be many types of additional stakeholders in a service relationship, all of whom are important to value creation. Examples of additional stakeholders include: - ✔✔-Individual or groups of employees Partners Suppliers Investors Shareholders Government organizations (e.g. regulators) Social groups Key to the success and continuity of any organization is the understanding and skillful management of relationships with all stakeholders. Discontent of any stakeholders can quickly put the operations of the organization in jeopardy. - ✔✔-Products and services provide value to stakeholders in many different ways. Some are obvious, such as the generation of revenue. Others are not as obvious, such as tacit knowledge (e.g. employee experience). The table below provides some examples of value as they apply to different stakeholders. Service customer(s)/consumer(s) What is the corresponding value given to this stakeholder? - ✔✔-Benefits are achieved; costs and risks are optimized Service provider What is the corresponding value given to this stakeholder? - ✔✔-Funding by the customer; business development; image improvement Service provider employees What is the corresponding value given to this stakeholder? - ✔✔-Financial and other incentives; career/professional development; sense of purpose Community/society What is the corresponding value given to this stakeholder? - ✔✔-Employment; taxes; contribution to the community Charitable organization(s) What is the corresponding value given to this stakeholder? - ✔✔-Financial and other contributions from other organizations Shareholder(s) What is the corresponding value given to this stakeholder? - ✔✔-Financial benefits (e.g. dividends); sense of assurance and stability A person authorizing the budget for the consumed service - ✔✔-Sponsor A person who uses the provided services - ✔✔-User A person who defines service requirements and takes responsibility for the outcome of service consumption - ✔✔-Customer What is a service? - ✔✔-is a means of enabling value co-creation by facilitating outcomes desirable to customers -- without their having to manage cost and risk Organizations own or have access to many different types of resources, including: - ✔✔-People Information Technology Value streams Processes Suppliers Partners An organization's services are based on one or more of its products What are products? - ✔✔-are configurations of an organization's resources that are created and supplied by the organization to offer value to the organization's consumers Products, as the end result of a process, are typically complex, and some of what has gone into them is invisible to the consumer. What the consumer does see represents only a small portion of all the components and resources that support its delivery. It's the organization that defines which product components (and their processes) are visible to the consumer, as it tailors them to address consumer needs. - ✔✔-Resources are used to configure the products THEN Products are the foundation for services THEN Value is delivered through the service(s) Service providers offer their services to target consumers in the form of _____________________________, which describe one or more services and associated products designed to meet certain target consumer needs. - ✔✔-service offerings service offering - ✔✔-is a formal description of one or more services designed to address the needs of its target consumer, and may include goods, access to resources, and service actions Goods - ✔✔-Consumer goods to be supplied (e.g. a smartphone) are intended to be transferred from the service provider to the consumer, with the latter assuming responsibility for its subsequent use Access to resources - ✔✔-This includes access to resources granted/licensed to the consumer under agreed-upon terms and conditions (e.g. to a mobile network). The resources themselves, however, remain under the control of the service provider, and can be accessed by the consumer according to the terms and conditions of the agreement Service actions - ✔✔-Actions performed to address the needs of a particular consumer (e.g. technical support). Service actions are performed by the service provider according to the terms and conditions of the agreement. It's not enough for an organization to provide a service to its customer. It must also cooperate with the customer in a _________________________________. In this way, the service relationship between two or more organizations serves to co-create value. - ✔✔-service relationship Service relationships include: - ✔✔-Service provision -- these are activities an organization engages in to provide services Service consumption -- these are activities an organization engages in to consume services Service relationship management -- these are joint activities that the service provider and service consumer both engage in to ensure continued value co-creation, according to agreed-upon and available service offerings Service provision - ✔✔-Management of the provider's resources configured to deliver the service Ensuring user's access to these resources Fulfillment of agreed-upon service conditions Service-level management and continual improvement Possibly supplying of goods Service consumption - ✔✔-Management of consumer resources necessary to use the service Service actions performed by users (e.g. using the provider's resources, requesting that actions be taken) Possibly acquisition of goods The two roles in a relationship -- service provider and service consumer -- are not mutually exclusivef - ✔✔-Organizations often both provide and consume any number of services at a given time When the provider delivers a service, new resources are created for the service consumer, or existing resources are modified. Some examples are: - ✔✔-A training service might improve the skills of the consumer's employees A broadband service might enable the consumer's computers to communicate An auto-rental service might enable the customer's staff to visit clients A software developer might create a new application for the service consumer Remain under the control of the service provider; and can be used by the consumer - ✔✔-Access to resources Supplied to the consumer; consumer assumes responsibility for the product use; ownership transferred to the consumer - ✔✔-Goods Performed to address the needs of a particular consumer - ✔✔-Service actions Thus, services should be designed by the service provider to help consumers achieve their desired _________________. And in doing so, the service provider should take on some of the associated costs and risks. - ✔✔-outcomes Service relationships are considered valuable only when their effects are perceived on aggregate to be more positive than negative. Two definitions are important to consider here: - ✔✔-- An output is a tangible or intangible deliverable of an activity [Show More]

Last updated: 1 year ago

Preview 1 out of 124 pages