CH2: Understanding Service Strategy

Question 1

Service Strategy

Answer 1

The core stage of the service lifecycle.
Defines the strategic approach for service management across the whole lifecycle.

Question 2

What is value?

Answer 2

value refers to the perceived benefits or advantages that IT services or processes bring to an organization and its customers

Question 3

Service Value System (SVS)

Answer 3

Guiding Principles
Governance
Service Value Chain
Practices
Continual Improvement

Question 4

Utility

Answer 4

The functionality offered by a product or service to meet a specific customer need

Question 5

Warranty

Answer 5

Provides the assurance that a product or service will meet the agreed requirements

Question 6

Assets

Answer 6

The resources and capabilities used to deliver a service

Question 7

Resources

Answer 7

The direct inputs for the production of services. (Money, infrastructure, applications people)

Question 8

Capabilities

Answer 8

Assets used to perform a task to achieve the outcome of a service (People, tools and processes)

Question 9

Governance

Answer 9

Ensures that policies and strategy are actually implemented and followed correctly.

Question 10

3 steps of Risk Management

Answer 10

Identify
Analyze
Manage

Question 11

PBA

Answer 11

Pattern of Business Activity

Question 12

Classification of PBA

Answer 12

Identifies the impact and workload of the PBA

Question 13

Attributes of PBA

Answer 13

Performance, volume, frequency, duration

Question 14

Requirements of PBA

Answer 14

Performance, security, availability, privacy, and fault tolerance

Question 15

Service Asset Requirements

Answer 15

Used by the design teams to capture and understand what is required to support a specific PBA