WGU D336

Service management

A set of specialized orgnaizational capabilities for enabling value to customers in the form of services.

Value

The percieved benefits, usefulness and importnace of something

User

A person who uses the service

Customer

who defines requirements for services

Sponsor

Authorizes budgets for services

Supplier

External partner who provides services to the orgnaization

Organization

A group of people that has its own functions, responsibilities, and authorities to achieve specific objectives.

Service

the means of value co-creation

Product

the configuration of resources that is possibly valuable for a consumer

Service offering

A specific mix of services and products sold to a customer

Goods

Ownership is transferred to customer

Access to resources

customer is allowed to use it

Service actions

Things the service provider does for the customer

Output

the deliverable of an activity

Outcome

A result for a stakeholder enabled by one or more outputs

Cost

Can be removed from the customer and can be imposed on the customer

Risk

Uncertainty of outcome.

Utility

Fit for purpose. Service does what it is meant to do.

Warranty

Fit for use

the four dimensions of service management

(VOIP)

Value streams,

organizations and people,

information and tech,

Partners and suppliers.

Value stream

A series of steps an organization takes to co-create value with customers.

what is the service value system

A model representing how all the components and activities of an organization work together to facilitate value creation. Opportunity/demand->Value

four dimensions of the service value system

Guiding principles

governance

Practices

continual improvement

Guiding principles

focus 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

Practices

A set of orgnaizational resources designed to perform work or accomplish an objective.

change enablement

To maximize the number of successful changes through propeer risk assessment and minmize the negative impact of failed changes.

Incident management

Minimize negative impact of incidents by restoring normal operation as soon as possible

Incident

unplanned interruption or reduction of quality

problem management

reduce likelihood of recurring incidents by identifying root causes and eliminating those.

problem

unkown cause of one or more incidents

Known error

a problem with a known root cause but no solution yet

Workaround

Alternate solution, reducing the impact of the problem

Phases of problem management

Problem identification, problem control, error control

service desk

capture demond for incidents and service requests. Single point of contact between service provider and users.

Service level management

To set clear business-based targets for service performance, so that the delivery of a service can be measured properly.

service request management

To support the agreed quality of services by handling all pre-defined, user-initiated service requests.

Service request

a formal request for something other than incident resolution

Information security management

Protects information needed by organizations to conduct business

Relationship management

establishes and nurtures links between organizations and stakeholders at strategic and tactical levels.

Supplier management

Ensures that suppliers of the organization and their performances are managed to support seamless service provision to customers.

IT asset

Any financially valuable component that can contribute to the delivery of IT products or services.

Event

Any change of state that has a significance for the management of a configuration item or service

Release

A version of a service or other configuration items or a collection of configuration items, that is made available for use.

IT asset management

Plans 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 management

Observes services and components and records changes in their state.

Release Management

Makes new and changed sercies and features available for use

Configuration Item

Any component that needs to be managed to deliver an IT service

Service configuration management

Ensures accurate information is available when needed about services, configuration items and their relationships.

Deployment Management

Moves new or changed hardware, software documentation or any other components from one environmnet to the next.