3: Service Strategy Processes Flashcards
The primary concern of the service portfolio management process is to determine if the services provided are ___ and should cover ___ and ____ on services which can be compared to ____
delivering value
investments
expenditures
desired business outcomes
The process of Financial Management that involves accounting for the expenditures of an IT service
Accounting
When connecting services to business outcomes, ___ are likely to have this information captured as part of the agreement or contract
external service providers
The purpose of service portfolio management is to ensure that you have the ___ of ___ delivered by the service provider to meet customer requirements
right mix
services
Service portfolio management ensures that you can clearly ___ services and ___
define
link them to the business outcomes they support
The Planning Cycle of Financial Management involves ___ and is done how frequently?
forecasting
annually
When connecting services to business outcomes, ___ work closely with business units to compare outcomes of investments
internal service providers
Define service portfolio
A complete set of services managed by a service provider
Financial Management consists of what 3 processes?
- Budgeting
- Accounting
- Charging
Section of service portfolio that is customer facing and shows details of live operational services
Service Catalog
A service portfolio includes ___ and ___ for internal, external and 3rd party providers as well as ___
contractual
financial commitments
improvements
What are the 3 sections of a service portfolio?
Service Pipeline
Service Catalog
Retired Services
Section of service portfolio that contains information about services that are pre-operational or conceptual
Service Pipeline
The process of Financial Management that involves predicting and controlling investments and expenditures
Budgeting
The purpose of Business Relationship Management is to __ and __ relationship between customer and service provider
establish
maintain
Service portfolio management should be responsible for evaluating the ___ of the services provided throughout their ___
value
lifecycle
The process of Financial Management that involves billing the customer for the use of a service
Charging
The 2 cycles of Financial Management are?
Planning Cycle
Operating Cycle
BRMs stands for ___
Business Relationship Managers
Service portfolio management should be able to compare the ___ of ___ to the services being planned
merits
existing services
The Operational Cycle of Financial Management involves ___ and ___ and is done how frequently?
cost monitoring
revenue collecting
monthly/quarterly
The purpose of Financial Management is to secure the ___ for services to meet ___
funding
organizational requirements
Business Relationship Management is the connection between ___ and the ___ of the service provider
organizational executives
strategic management
The 2 considerations of a business case are the ___ and the ___
business objectives
business impact
