take 2 review

Service

 

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.

Output

A tangible or intangible delivery of an activity

Outcome

A result for a stakeholder enabled by one or more outputs.

Customer

The role that that defines requirements for a service and takes responsibility for

the outcomes of service consumption.

User

The role that uses the services.

Value

The perceived benefits, usefulness, and importance of something.

Utility

Summarized as ‘What the service does” and ‘fit for purpose.’

Warranty

Summarized as ‘how the service performs and ‘fit for use.

Service Value System

A model representing how all the components and activities of an organization work together to facilitate value creation. An easier explanation: Converts opportunity/demand by applying an organization's “secret sauce (service management),” creating value for customers

Guiding Principles

These principles guide an organization in all circumstances, including the implementation of ITIL

Service Value Chain

Part of the Service Value System. Transforms demand into actual value

Practice

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

Continual Improvement Practice

A responsibility of everyone; ideas need to be re-prioritized as new ones are added

Change Enablement Practice

Standard Change, Normal Change, and Emergency Change

Incident Management Practice

Minimize negative impacts 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 them.Unknown cause of one or more incidents

Service Desk

Captures demand for incidents. Single point of contact between service providers and users.

Service Level Management

Set clear business 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 handing all pre-defined, user initiated service requests.

Relationship Management

Establishes and nurtures links between organization and stakeholders at strategic and tactical levels. Relationships are analyzed, monitored and improved.

IT Asset Management

Any financially valuablecomponent that can contribute to the delivery of IT products or services

Monitoring and Event Management

Release Management

Services and features are available for use