WGU D336

WGU D336

Leave the first rating Students also studied Terms in this set (49) Western Governors UniversityD 336 Save Business of IT applications D336 (ITI...51 terms sbak254Preview

WGU D336

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ITIL 4 F

40 terms daw Practice questions for this set Learn1 / 7Study using Learn Authorizes budgets for services Service managementA set of specialized orgnaizational capabilities for enabling value to customers in the form of services.ValueThe percieved benefits, usefulness and importnace of something UserA person who uses the service Choose an answer 1Sponsor2Employee 3User4Project Manager Don't know?

CustomerDefines requirements for services SponsorAuthorizes budgets for services SupplierExternal partner who provides services to the orgnaization OrganizationA group of people that has its own functions, responsibilities, and authorities to achieve specific objectives.ServiceThe means of enabling value co-creation by facilitating outcomes that customers want to achieve without the customer having to manage specific costs and risks.ProductConfiguration of resources, created by the orgnaization, that will be potentially valuable to customers.Service offeringA specific mix of services and products sold to a specific customer GoodsOwnership is transferred to customer Access to resourcescustomer is allowed to use it Service actionsThings the service provider does for the customer OutputA tangible or intangible deliverable of an activity OutcomeA result for a stakeholder enabled by one or more outputs CostCan be removed from the customer and can be imposed on the customer RiskUncertainty of outcome.UtilityFit for purpose. Service does what it is meant to do.WarrantyFit for use.The 4 dimmensions(VOIP) Value streams, organizations and people, information and tech, Partners and suppliers.Value streamA series of steps an organization takes to co-create value with customers.The service value systemA model representing how all the components and activities of an organization work together to facilitate value creation. Opportunity/demand->Value

Serivce value systemGuiding principles governance Practices continual improvement Guiding principlesfocus on value, start where you are, Progress iteratively with feedback, Collaborate and promote visibility, think and work holistically, keep it simple and practical, optimize and automate PracticesA set of orgnaizational resources designed to perform work or accomplish an objective.change enablementTo maximize the number of successful changes through propeer risk assessment and minmize the negative impact of failed changes.Incident managementMinimize negative impact of incidents by restoring normal operation as soon as possible Incidentunplanned interruption or reduction of quality problem managementreduce likelihood of recurring incidents by identifying root causes and eliminating those.problemunkown cause of one or more incidents Known errora problem with a known root cause but no solution yet WorkaroundAlternate solution, reducing the impact of the problem Phases of problem managementProblem identification, problem control, error control serive deskcapture demond for incidents and service requests. Single point of contact between service provider and users.Service level managementTo set clear business-based targets for service performance, so that the delivery of a service can be measured properly.service request managementTo support the agreed quality of services by handling all pre-defined, user- initiated service requests.Service requesta formal request for something other than incident resolution Information security managementProtects information needed by organizations to conduct business Relationship managementestablishes and nurtures links between organizations and stakeholders at strategic and tactical levels.

Supplier managementEnsures that suppliers of the organization and their performances are managed to support seamless service provision to customers.IT assetAny financially valuable component that can contribute to the delivery of IT products or services.EventAny change of state that has a significance for the management of a configuration item or service ReleaseA version of a service or other configuration items or a collection of configuration items, that is made available for use.IT asset managementPlans and manages the full lifecycle of IT assets to maximize value, control their costs, and support decisions about reusing or purchasing new assets Monitoring and event managementObserves services and components and records changes in their state.Release ManagementMakes new and changed sercies and features available for use Configuration ItemAny component that needs to be managed to deliver an IT service Service configuration managementEnsures accurate information is available when needed about services, configuration items and their relationships.Deployment ManagementMoves new or changed hardware, software documentation or any other components from one environmnet to the next.