1.1 - Key Concepts of Service Management Flashcards
What are the two ITIL Components?
- Service Value System
- Four Dimension Model
What are the three Management Practices?
- General Management Practice
- Service Management Practice
- Technical Management Practice
ITIL Service Value System (SVS) describes what?
Components and activities of organization interact to create value through IT-service
A framework
Describe the Service Value Chain.
Flexible model for the creation, delivery and continous improvement of services.
Group of people that take an opprotunity to create vaule
Key Concepts of Service Management
Define Service. What does it Facilitate?
Service facilitates outcomes for customers with limited costs to them
Key Concepts of Service Management
Define Utility.
What the service does.
Can be used to describe if a service is “fit for purpose” think U - P.
Key Concepts of Service Management
What is Warranty?
How the service performs
Fit for Use W-U
Key Concepts of Service Management
Customer
Person who defines requirements for service
WGU/Student relationship - Customer is WGU -we need office 365 for 500..
Key Concepts of Service Management
User
End User of Services
WGU/Student relationship - User is student
Key Concepts of Service Management
Service Management
Set of Service Capabilities. Enables Value to provide benefits to costumers.
Sponsor
Person who authorizes budget for service
