2: Understanding Service Strategy Flashcards
A service demonstrates value through what it enables ___
Customers to do
A service is valuable when the ___ is higher than the ___
Value achieved
Cost of purchasing the service
The value of a strategy is the level to which a ___ meet’s ____
service
customer’s expectations
The scope of the service strategy stage of the lifecycle covers defining a strategy to meet a ____ and defining a strategy for ___
Customer’s business outcomes
Managing those services
The objectives of the service strategy stage of the lifecycle include the ___ of the ___ and ___
Definition
Strategy
Governance control
The purpose of the service strategy stage lifecycle is to provide ___ to ___
strategy
the entire lifecycle
To understand the value of a service the IT service provider needs what 3 pieces of information?
- The services IT delivered
- What the service achieved
- What the services cost
Utility is ____ / “fit for ___”
What the service does
Purpose
What 3 areas make up a customer’s understanding of value
- The business outcomes achieved
- The customer’s preferences
- The customers perception of what was delivered
The starting point of a customer’s perception is the ___ and it is based on what the customer has ____
Reference value
Heard about the service
The ___ in a customer ‘s perception are the additional benefits
Positive difference
The ___ is what a customer could lose if they invested in a service
Negative difference
The final perception of the service is the ___ of value minus the ___
Customer’s perception
Negatives
The ___ is the customer’s perception to the overall value of the service.
This is measured by the customer in terms of the ability of the service to meet ___
Economic value
Requirements
Warranty is how ___ / “fit for ___”
A service is delivered
Use
Warranty provides assurance that a service will ___ and be ___
Meet agreed requirements
Reliable
Utility is the ___ of a service to meet a need
Functionality
A component of a PBA documentation that includes performance, security, availability, and privacy
Requirements
Define asset
Any resource or capability
A customer asset is ___ used by a customer to ___
Any resource or capability
Achieve a business outcome
You can create value through what two elements of a service?
Utility
Warranty
Define resources
Direct inputs for the production of services
PBA stands for
pattern of business activity
Any resource or capability is ___
an asset
A resource is a ___ for the __
direct input
production of services
A resource needs a ___ to create value
capability
Money, applications, information, infrastructure, and number of people are all examples of ___
resources
A Capability is an asset that ___
represents an organization’s ability to do something to achieve value
A capability is typically ___ or ___ based
knowledge
information
A capability needs ___ to create value
resources
Experience, management, organization, processes, people (skills & resources) are all examples of __
capabilities
A service asset is any __ or ___ used by the ___ to ___
resource
capability
service provider
deliver services
A customer asset is any __ or __ used by the __ to achieve a ___
resource
capability
customer
business outcome
Governance is ensuring ___ and ___ are implemented and followed
policies
strategies
Governance is ensuring policies and strategies are ___ and ___
implemented and followed
___ unites the IT service provider’s approach with that of the organization
Governance
The four characteristics of value are:
- Value is defined by customers
- Affordable mix of features
- Achievement of objectives
- Value changes over time and circumstances
Define Risk
The likelihood or potential for something to happen
The 3 stages of risks are
Identifying Risks
Analysis of Risks
Managing Risks
In the Identifying Risk stage of risk, you should capture __ but dont have to immediately __ or __
impact
explain
quantify
In the Analysis of Risk stage of risk is where you consider the impact of if ___
a risk becomes a reality
In the Identifying Risk stage of risk, risk should be ___ including ___
documented
potential consequences
In the Managing Risks stage of risk, each risk should have ___
an individual action plan
A risk register is a ___ and is used and what stage of risk?
centralized record of risks
Identifying Risk
A risk individual action plan should have ___ and ___
initial documentation
outcomes from analysis
A collection of risk individual actions form a ___
overall risk management plan
A component of a PBA documentation that includes frequency, volume, location, and duration
Analysis
Once a PBA is identified is should be documented with what 4 components?
Classification
Analysis
Requirements
Service Asset Requirements
A service asset is ___ used by a ___ to deliver services to a customer
Any resource or capability
Service provider
A component of a PBA documentation that includes the type of PBA, origin, and impact of outcomes
Classification
A Service Asset Requirement is a component of a PBA documentation that is used by design teams to understand ___in terms of resource and capability
what is required to support the PBA
A component of a PBA documentation that is used by design teams to understand what is required to support PBA in terms of resource and capability
Service Asset Requirement
