ITIL Take-aways

3. The term for a person who utilizes services.
5. The term for a person who defines the requirements for a service and takes responsibility for the outcomes of service consumptions.
10. This practice protects the production and other key environments.
12. Once a root cause is identified, a Problem becomes this.
14. Organizations and people, information and technology, partners and suppliers, and value streams and processes are collectively called the four _________ of service management.
16. One of seven guiding principles that is “front and center!” Focus on ___________.
19. This is the abbreviation for a documented agreement between a service provider and a customer.
20. _____________ Management is the practice gets to the root cause of Incidents and takes action so they can be eliminated once and for all.
22. ________ Management is the practice that focuses on the satisfaction level of key stakeholders and stakeholder groups.
24. 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.
25. This is the name of CTS' service management initiative.

1. The component of value co-creation that refers to HOW the service performs.
2. The Service Value _____ is a series of steps (process and procedures) an organization undertakes to create and deliver specific products and services to consumers.
4. The component of value co-creation that refers to WHAT the service does.
6. A set of specialized organizational capabilities for enabling value for customers in the form of services.
7. _________ ________ Management is the practice that focuses on the people side of change.
8. This practice holistically architects products and services.
9. The Service Value _______ contains six key activities: Plan, improve, engage, obtain/build, design and transition, and deliver and support.
11. ITIL is not a methodology; rather, it's a ________.
13. A result for an end user, enabled by one or more outputs (products or services).
15. This practice is IT for all users and is the coordination point for managing incidents and service requests.
17. When implementing ITIL practices, the key word is this.
18. In order for ITIL to be successful, personnel must think, act, and approach work differently. This requires a _____ change.
21. The Service Value ________ describes how all the components and activities of the IT organization work together to enable value creation.
23. __________ Management is the practice that is is all about fixing it fast!