external suppliers

These flashcards cover key terms and concepts related to service management from the lecture.

External Suppliers

The process of having external suppliers provide products and services that were previously provided internally.

Service Management Dimensions

One of the four dimensions of service management; encompasses the relationships an organization has with other organizations involved in service activities.

Partnership

A relationship between two organizations that involves working closely together to achieve common goals and objectives.

Performance

A measure of what is achieved or delivered by a system, person, team, practice, or service.

Pilot

A test implementation of a service with a limited scope in a live environment.

Plan

The value chain activity ensuring a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across an organization.

Policy

Formally documented management expectations and intentions, used to direct decisions and activities.

Portfolio Management Practice

The practice of ensuring that an organization has the right mix of programmes, projects, products, and services to execute its strategy within its funding and resource constraints.

Post-Implementation Review (PIR)

A review after the implementation of a change, to evaluate success and identify opportunities for improvement.

Practice

A set of organizational resources designed for performing work or accomplishing an objective.

Problem

A cause, or potential cause, of one or more incidents.