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governance
the means by which an organization is directed and controlled
service management
A set of specialized organizational capabilities for providing value to customers in the form of services
value
the perceived benefits, usefulness, and importance of something
Who determines the perceived value?
the RECIPIENT
value is objective
False
organization
a person or a group of people that have it's own functions, responsibilities, and relationships to perform it's own activities
What are the 2 roles an organization can provide?
service provider
service consumer
Value is _______________ by the service provider and consumer
co-created
What are the 3 roles for a consumer provider?
user
customer
sponsor
What is a user?
a person who uses the service
What is a customer?
a person who defines the requirements and takes responsiblity for the outcome of the consumption
What is a sponsor?
a person who authorizes the service for consumption, a person who provide financial capability
service offering
a description of one or more services that are meant to address the needs of a target group
service offering includes the following 3:
goods
access to resources
service to actions
access to resources
access to resources that are licensed to a consumer under agreed conditions
service action
actions performed to address a consumer's needs
service relationship
the cooperation between a service provider and a service consumer
service provision
the services performed by the service provider, activities performed by an organization to provide services
service consumption
activities performed by an organization to consumer a service
What is an example of a service consumption?
request for data-rolling from service provider
service relationship management
activities that a service provider and service consumer do, working together to enable value co-creation based upon agreed service offerings
A organization can never be both a service provider and a service consumer
False
What is an example of a sponsor?
A parent buying a car for his/her teenage child
service
means of enabling value by facilitating outcomes that customers want to achieve, without the customer having to manage costs and risks
outcome
a result for a stakeholder created by one or more outputs
output
tangible items from using the service
outcome vs output
outcome achieve results (watching the ITIL videos leads to student passing exam), output are items created (an outline of all the videos for ITIL)
cost
amount of money spent on an activity or resource
Cost is always measured in money
False. Cost can be measured in man-hours or FTEs
What is an FTE?
full time employee that works 40 hrs/week and 2000 hrs/year
risk
possible event that could cause harm, loss, or make it even more difficult to achieve objectives
Things to do with risk
Avoid
Accept
Mitigate
Transfer
Risk avoidance
removing risks from the service
risk acceptance
used when risk is considered low
risk transfer
used when you insure against a risk
risk mitigation
used when you implement technology or processes to reduce risk
utility
fit for purpose
warranty
Assurance by the seller that the products will perform as represented
fit for use
warranty
"how a service does it"
warranty
"what the service does"
utility
Both utility and warranty is required for a service organization
True
Areas that warranty addresses
availability, capacity, security levels, continuity
Areas that concerns utility
"fit for purpose"
What's the difference between IT Service technology and IT Service Management?
IT service technologies support the end users
IT service management technologies are tools that support internal workflows and processes, allowing internal teams to support the users
A partnership...
share common goals and risks, collaborate to achieve desired outcomes
A supplier relationship has
formal contracts and a clear distinction in roles
service integration and management
involves use of specially established integrators to ensure that service relationships are properly coordinate
service integrator
individuals who manage and connect all suppliers for an organization
partner vs suppliers
partners are more closely tied to the business while suppliers are more commoditized
value stream
a series of steps an organization takes to deliver products and services to consumers
process
a set of related activities that transform inputs into outputs, thus adding value
What is the PESTLE model?
P - political E - economic S - social T - technological L - legal E - environmental
What is a service value system (SVS)?
describes how
Note
Flashcard