chapter1-3 Flashcards
ITIL
a customer oriented ITSM framework that helps users align their IT services with their business requirements in order to achieve value for its consumers
cloud computing
a model for enabling on-demand network access to a shared pool of configurable computing resources that can be rapidly provided with minimal management effort or provider interaction
service management
a set of specialized organizational capabilities for enabling value for customers in the form of services
value
the perceived benefits, usefulness and importance of something
service provision
activities performed by a provider of services
service consumption
activities performed by a consumer of services
service relationship management
joint activities performed by a service provider and a service consumer to ensure continual value creation based on agreed and available service offerings
output
a tangible or intangible deliverable of an activity
outcome
a result for a stakeholder enabled by one or more outputs
cost
the amount of money spent on a specific activity or resource
value stream
a series of steps ( or value chain activities) an organization undertakes to create and deliver products and services to consumers
process
a set of interrelated or interacting activities that transform inputs into ouputs, processes define the sequence of actions and their dependencies
