CSFs & Risks Flashcards
1
Q
Critical Success Factors
A
- Factors critical to the success of a service management org:
- Experienced, skilled and trained staff with the strategic vision and decision-making skills needed for success
- Adequate support and important funding from the business who must recognise the potential value IT service management can offer
- Appropriate & effective support tools to allow the processes to be quickly and successfully implemented and operated in a cost-effective way
2
Q
Risk
A
Risk is the uncertainty of outcome, whether positive opportunity or negative threat
- Risk analysis
- Gathers information, makes decisions
- Risk Mgmt
- Processes, monitoring, Control
3
Q
Strat
A
Services reduce risk to the customers business but they also transfer risk to the service provider
-Risk flows both ways
4
Q
Risks
A
- Service Provider
- Contract Risks
- Design Risks
- Operational Risks
- Market Risks
5
Q
test
A
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