1. Introduction Flashcards
Guidance to organisations
Set of best practices for delivering IT services
Purpose - improve the value of services
Components - Service Value system & Four dimensions of service management
Information Technology Infrastructure Library
A set of organisational resources designed for performing work or objective
Practice
A tangible or intangible deliverable of an activity
Output
Created by carrying out an activity
A result for a stakeholder
Outcome
Can be one or more outputs
Who uses services
User
User or authorised representative submits service request
Who defines the requirements
Customer
Responsible for outcome
Who authorizes budget
Sponsor
Transferable ownership
Goods
Consumer takes responsibility post transfer
Assurance to meet agreed requirements
How the service performa
Fit for use
Warranty
A possible event that could harm or loss or make it more difficult to achieve objectives
Risk
Types of cost
Cost Removed from consumer
Cost imposed on a consumer
Configuration of organisation’s resources to offer value to consumer
Product
Co-create value by facilitating outcomes customers want to achieve without customer managing costs and risks
Service
Service offering is one or more services
Functionality of a product or service
What the service does
Fit for purpose
Utility
Action required to deliver a service output to a user
Service action
Joint activities performed by a service provider and a service consumer
Service Relationship Management
A set of specialised organisational capabilities for enabling value for customer in the form of services
Service Management
A model representing how all the components and activities of an organisation work together to facilitate value creation
Purpose - organisation continually co-creates value with all stakeholders in line with objectives
Service Value system
Components- 7 Guiding Principles Governance Service Value Chain Practices Continual Improvement
Need or desire for products and services among internal and external customers
Demand
Input to the service value system
Options or possibilities to add value for stakeholders or improve the organisation
Opportunities
Input to the service value system
The perceived benefits, usefulness and importance of something
Value
Output of the Service Value System
Perspectives that are critical to the effective and efficient facilitation of value for customers and other stakeholders in the form of products and services
Purpose- Support a holistic approach to service management
Four dimensions of Service management
Achieves Effective and balanced Service Value System
Culture
Strategy
Governance
Organisational structure - Roles and responsibilities (Authority of people)
Staffing and competences - quality of people, Training
Capacity - quantity of people or do u need AI
Communication
Interfaces - touchpoint between teams n do these support flow of your value stream
Organisations and People
Protect, manage, archive and disposal of Information and knowledge (Security)
Exchange, regulate information with policies (Compliance)
Tools - workflow management systems, inventory systems, Communication systems, knowledge bases,service catalog, event monitoring,reporting
Automation
Information and technology
Includes all information and technologies used to manage all aspects of Service value systen
Organisation’s relationships
Contracts(contain agreements)
Influencing Factors: Strategic focus Corporate culture Resource scarcity Cost Subject matter expertise External constraints Performance, Flexibility, Relationships Demand patterns
Partners and Suppliers
Partners have confidential information and share common goals and objectives (risks and costs (strategic
Suppliers are goods providers
How the various parts of organisation work in an integrated ans coordinated way to enable value creation effectively and efficiently
Focus on value
How work happens n why
Who performs which activity
Activities
Workflows
Controls
Procedures
Productive-
Analyse current state
Identify wasteful activities
Optimisation -
Identify steps to automate
Adopt Emerging technologiesValue streams and Processes
A set if interrelated or interacting activities that transform inputs into outputs
Process
A series of steps an organisation undertakes to create and deliver products & services to consumers
Value Streams
Operating model for service providers that covers all the keys activities
A set of interconnected activities to create value
Enables organization to react to changing demands
Transforms inputs to outputs using combination of practices
Purpose - shared understanding of vision, current status n improvement for all 4Ds
Service value Chain
Each practice supports multiple Service value chain activities
Each value chain activity contributes to the value chain by transforming specific inputs into outputs
Recurring organisational activity
Continual Improvement
Plan - direction, strategy
Engage - relationships, stakeholders
Design and transition - ensure to meet expectations for quality,cost,time
Obtain/build - available when & where needed, meet agreed specifications
Deliver and support - delivered n supported as per agreed specifications n expectations
Improve - 4Ds of SM
Activities of Service Value Chain
Policies, requirements, constraints provided by governing body
Demands n opportunities, third party service components provided by engage
Perf info,improvement initiatives, plans n improvement reports provided by improve
New n changed from d/t n o/b
Inputs to Service Value Chain
Activities by which governance is realised
Direct, monitor, evaluate
