CH3: Service Strategy Process Flashcards
Service Portfolio Management (SPM)
The process that helps organizations manage their services throughout their lifecycle
Evaluates the value of services provided
Compare the merits of the existing services against those that are being planned.
Objectives of SPM
Ensure organization’s service portfolio aligns with its business objectives and meets the needs of its customers.
Service Portfolio
The set of services managed by the service provider.
Pipeline
Contains information about the services that are in pre-operational state.
Service Catalog
The customer facing section of the service portfolio with live operational services.
Objectives of Financial Management
Provide financial transparency, enable informed decision-making, and ensure the optimal allocation of resources.
Budgeting
The process of predicting and controlling the income and expenditure of money within an organization.
Accounting
The process that enables the IT organization to account fully for the way that it’s money has been spent.
Charging
The process of billing customers for the use of its services.
Business Case
Tool for decision planning and support, allowing you to predict the likely consequences of a business decision.
Structure of a business case
- Introduction
- Methods and Assumptions
- Business Impacts
- Risks and Contingencies
- Recommendations
MTRS
Mean time to restore services
MTBF
Mean time between failure
Business Relationship Management
Establish and maintain a relationship with the customer.
Identify the customer’s needs that the services can meet.
Objectives of the BRM Process
Ensure the service provider has a clear understanding of the customer’s needs, perspective and is satisfied.
