This class was created by Brainscape user Gary Baker. Visit their profile to learn more about the creator.
By:
Gary Baker
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Decks in this class (12)
1. Understand the key concepts of service management 1.1 Recall the definition of:
A service,
B utility,
C warranty
7
cards
1. Understand the key concepts of service management 1.2 Describe the key concepts of creating value with services:
A cost,
The key concepts of cost are,
B value
14
cards
1. Understand the key concepts of service management 1.3 Describe the key concepts of service relationships:
A service offering,
The key concepts of service offer...,
B service relationship management
7
cards
2. Understand how the ITIL guiding principles can help an organization adopt and adapt service management 2.1 Describe the nature, use and interaction of the guiding principles
Guiding principles,
Guiding principles use,
Guiding principles interaction
5
cards
2. Understand how the ITIL guiding principles can help an organization adopt and adapt service management 2.2 Explain the use of the guiding principles:
A focus on value,
Focus on value application,
B start where you are
15
cards
3. Understand the four dimensions of service management 3.1 Describe the four dimensions of service management:
A organizations and people,
B information and technology,
C partners and suppliers
4
cards
4. Understand the purpose and components of the ITIL service value system 4.1 Describe the ITIL service value system
Service value system,
The purpose of the service value ...,
Service value system inputs
5
cards
5. Understand the activities of the service value chain, and how they interconnect 5.1 Describe the interconnected nature of the service value chain and how this supports value streams
Service value chain,
Nature of the service value chain,
Service value chain interactions ...
4
cards
5. Understand the activities of the service value chain, and how they interconnect 5.2 Describe the purpose of each value chain activity:
A plan,
Plan inputs,
Plan outputs
19
cards
6. Know the purpose and key terms of 15 ITIL practices 6.1 Recall the purpose of the following ITIL practices:
A information security management,
B relationship management,
C supplier management
15
cards
6. Know the purpose and key terms of 15 ITIL practices 6.2 Recall definitions of the following ITIL terms:
A it asset,
B event,
C configuration item
7
cards
7. Understand 7 ITIL practices 7.1 Explain the following ITIL practices in detail, excluding how they fit within the service value chain:
A continual improvement key activ...,
Continual improvement register
2
cards
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ITIL 4
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