chapter 3 Flashcards
What is the purpose of service strategies?
- to run the strategy process
- to define what the strategy is
- to define the services and their customer
- to define how value is created and delivered
- to define the capability required to deliver the strategy
- to identify opportunities to provide services
What are the three service categories?
Core services
Enhancing services
Enabling services
What are core services?
These deliver the basic outcome required by customers
eg. spread sheet with functionalities for automation
What are enhancing services?
Supplements to core services to make them more appealing to customers
What are Enabling services?
Necessary for core services to be delivered
eg updates
What is utility?
- the functionality of the service
- enabling a specific job to be done, only better
(fit for purpose) - performance supported? any constraints?
What is warranty?
- a mix of availability, capacity, continuity, and security
fit for use
What are assets?
resources and capabilities
What are 5 different resources that are considered to be an asset?
(things that you can go and get) Financial capital Infrastructure (office, desks, server rooms etc) Applications Information People
What are the 5 capabilities that are an asset?
(things you have to grow and develop) Management Organization Process Knowledge People
What are two key elements that combine service value?
utility and warranty
What is strategy management?
to ensure that the strategy is defined, maintained, managed
- examine internal and external environments; strengths, weaknesses, opportunities and threats
- Defining market spaces, and identifying opportunities for developing and offering services
- Defining how the service provider can be differentiated from other service providers
- developing and maintaining a strategic plan
What is Service portfolio management?
provides a single overview of all services and is valuable to the IT Director
- ensure correct mix of services in order to have a balanced investment in IT with a business
- which services provided to who?
- how do the services help achieve the strategic objectives
- What value do those services give to the service provider
-What condition should be applied to provision those services?
- What is the level of investment in the services
- How does the new service compare to the old?
Which services should be retired?
What is service pipeline?
provides information on all services from the earliest point till successful roll out in the live environment
(limited accessibility)
What is service catalog?
- includes all services in the live environment, and those preparing to roll out
(accessible)
What is Business relations management?
two main goals
- to establish and maintain good business relationships b/w service provider and customer
- to identify customers need and ensure that the service provider is able to meet the needs
How do you do business relationship management?
- identify changes in customers environment
- Identify technology trends that could impact the services to the customer
- understand, inform, and meet the customers needs and communicate needs to service providers organization
- medicate conflicting requirements from different customers
- establish a formal complain procedure
What is a business case?
A decision support and planning tool that explains the purpose of the proposed initiative and its business impacts
What are the 5 sections that comprise a business case?
Introduction methods and assumptions business impacts Risks and contingencies Recommendations
What are the 5 sections that comprise a business case?
Introduction eg. clear statement of objectives methods and assumptions eg. particular techniques used to gain info, future growth, technologies, trends business impacts eg financial return, enhanced reputation Risks and contingencies eg. uncertainties from analysis- each risk should have a countermeasure Recommendations set of conclusion derived from research
What is demand management?
- testing and evaluating creation for ensuring that there are no capacity constraints
by:
- identifying and analyzing patterns of business activities
- analyzing the usage made of services by different types of users and identify and documenting user profiles
What are two tools in service strategy?
Service automation and analytics
- enables greater consistency and higher throughput
Simulation
- enable possible service solutions to be modeled and the results analyzed
- results help form some of the business case
