Basics Flashcards
What is a service provider?
A service provider supplies services to ones or more internal or external customers.
What is a service?
A service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.
What are the types of service providers?
Internal, shared services unit, external
What are the service categories?
Core, enabling, enhancing.
Who’s who in service management?
Customers, users and suppliers who have an interest in an organization, project or IT service are stakeholders in SM.
What is SM?
SM is a set of specialized organizational capabilities for providing value to customers in the form of services.
What is an asset
An asset is any capability or resource. Assets are used by both service providers and customers.
What is a capability?
Capabilities represent a service providers ability to coordinate control and deploy resources to produce value. transforming capabilities and resources into valuable services is at the core of service management
What is governance?
Governance ensures that policies and strategies are implemented and required processes are correctly followed
What is ITIL core?
ITIL Core consists of five books that provide the best practice guidelines for an integrated service management process approach as required by ISO 20,000
What does ITIL Core do?
Provide structure stability and strength to service management capabilities with durable principles methods and tools it is applicable to all types of service providers
Service lifecycle
Service strategy, service design, service transition, service operation and continual service improvement
What is a function?
A function is a team or group of people and the tools resources they use to carry out one or more processes or activities.
Name the service operation functions
Service desk, technical management, IT operations management (IT operations control and facilities management), application management
What is a process
A process is a structured set of activities designed to accomplish a specific objective. a process takes inputs and turns them into defined outputs
What are the characteristics of a process?
Is measurable, delivers a specific result, delivers result to a customer, and traceable to a specific trigger.
What is a role?
A role is a set of responsibilities activities and authorities granted to a person or team
What are the key roles
Process owner, service owner, process manager, process practitioner
What is the function of a process owner
The process owner is accountable for the overall process quality a.k.a. process sponsor
What is a service owner?
Service owner is accountable for a service regardless of where the underpinning technologies processes or capabilities reside
What is a process manager
Works with the process owner to plan and coordinate activities prioritize and make improvements.
What is a process practitioner
Carries out one or more process activities
What are the four components of the raci model
Responsible, accountable, consulted, and informed
What are the steps to the continual’s service improvement approach?
What is the vision, where are we now, where do we want to be, how do we get there, did we get there.
