Basics concepts Flashcards
What is the “core” of service management?
It’s exploiting an organization’s resources, through the use of its capabilities, providing IT services.
Who is a stakeholder?
Whoever has an interest in your organization, project, IT service.
What is a service provider?
An organization providing IT services to internal or exernal customers.
Which are the three types of service providers?
Type I - Internal Service Provider: An internal service provider is embedded within a business unit and provides support to this BU.
Type II - Shared Services Unit: A shared services unit is an internal service provider that provides IT services to multiple business units inside the organization (Service Desk).
Type III - External Service Provider: Which provides IT services to external customers.
Definition of customer
Whoever buys goods or services, individuals or organizations.
Difference between normal customer and IT customer
IT customer defines and agrees on the KPI/targets of the service level.
Difference between internal customer and external customer in payment method.
External customers pay with their own income. Internal customers use some sort of internal organization’s accounting system.
Who is a user?
Not all customers are users, and not all users are customers. A user is a person who uses a service on a day-to-day basis.
What is a supplier or vendor?
A third party organization that supplies goods or services that are necessary to deliver your IT service.
What is a process?
A structured set of activities to accomplish a specific task or objective. It converts inputs into pre-defined outputs.
When is a process considered effective?
When it is repeatable, measurable and manageable. When the pre-defined outputs are alligned with the process’s standards.
What are the four main characteristics of a process?
- Measurability: the performance of a process must be measureable.
- Responsiveness to Specific Triggers: a process starts with a trigger.
- Result-oriented: a process must produce specific results.
- Customer-oriented: the target of the pre-defined outputs is the customers and must meet their expectations.
What is a function?
All the teams, tools, resources involved in carrying out a process or more processes. A function can be performed by a single team or split into more teams.
What is a role?
A set of responsibilities, activities, and authorities assigned to a person or team. A role is defined in a process or a function.
What are the key attributes that are most important for a role-holder?
- Customer service skills.
- Skills & knowledge necessary to fulfill the role.
- Knowledge & willingness to follow the best practices and procedures.
- Awareness of organzation’s goals and how to support them.
