Deck 1 Flashcards
What does the service value system describe?
How all components and activities of the organisation work together to enable value creation
What are the components of the SVS?
Guiding principles
Governance
service value chain
practices
continual improvement
What are guiding principles
Recommendations that guide the organisation in all circumstances
What is governance
The means by which the organisation is directed and controlled
What is the service value chain
A set of interconnected activities that an organisation performs to deliver a product or service
what are practices
sets of organisational resources designed for performing work
What are the 4 dimensions of service management
- Organisations and people
- partners and suppliers
- information and technology
- processes and value streams
What is service management
A set of specialised organisational capabilities for enabling value for customers in the form of services
What is value
the perceived benefits, usefulness and importance of something
- value is co-created
- value is subjective
- active collaboration between consumers and providers
What are service providers
they take on the role of provisioning services
What is a service consumer
an organisation receiving services they take on the role of service consumer
What is a user
The role that users servicesh
what is a consumer
The roles that defines requirements and takes responsibility for the outcomes of service consumption
What is the sponser
The roles that authorises the budget for service consumption
what is an organisation
An organisation is a person/group that has it;sown functions with responsibilities, authorities and relationships to achieve objectives
- an orgnaisation can be both a service provider and a service consumer
What is a service?
A means of enabling value co-creation by facilitating outcomes that customers want to achieve
- the services that an organisation provides are based on one or more of it’s products
What is a product
A configuration of an organisations resources designed to offer value for a consumer
what is a service offering
a description of one or more services, designed to address the needs of a target consumer group. (can be labelled as a package)
What is a service relationship?
A cooperation between service providers and service consumers
What is a service provision?
Activities performed by an organisation to provide services
What is service consumption?
activities performed by an organisation to consumer services
What is service relationship management?
Joint activities performed by service providers and consumers to ensure continual value co-creation based on agreed and available service offerings
What is the service relationship model ?
when a service provider provides products/services to a consumer, they can then use this to provide products/services to their consumers
when are service relationships percieved as valueable?
When they have more positive than negative effects
What is an output
A tangible or intangible deliverable
What is an outcome
a result for a stakeholder enabled by one or more outputs, out comes focus on customer experience
What is a cost?
The amount of money spent on a specific activity or resource
What are the two costs a consumer is interested in?
Costs removed by the service and costs imposed by the service
What is a risk?
A possible event that could cause hard or less or make it more diffiuclt to achieve objectives
- can be dines as uncertainty of outcomes
What is utility?
The functionality offered by a product or service
- what the product does
What is warranty
An assurance of the agreed requirements
- how the service performs
a service is a means of enabling value … by faciliting outcomes that customers want to achieve
Co-creation
What relationship does the roles of the sponser have to services
they authorise the budget for service consumption
What is the definition of utility
The functionality offered by a product or service to meet a particular need
What are inputs of the SVS?
opportunities and demand
What are opportunities
They represent options or possibilities to add value for stakeholders or otherwise improve the organisation
What is demand
the need or desire for products or services among internal and external consumers
What is outcome of the svs
the outcome of the svs is value (the outcome in general is results for the stakeholder)
What are guiding principles?
They guide an organisation in all cirumstances
What supports successful actions and good decisions?
The guiding principles
What is governance
they control and direct the organisation
What is the service value chain
its a set of interconnected activities that an organisation performs to responds to demand and facilitate value realisation
what are practices
a set of organisational resources designed for performing work or accomplishing an objective (resources are grouped into 4 dimensions)
what is continual improvement
A recurring organisational activity performed at all levels to ensure that an organisations performance continually meets stakeholders expectations
The continual improvement model applies to:
the service value system, products and services, components and relationships
- it takes place in all areas of the organisation and everyone contributes
What does the service value chain outline?
the key activities required to respond to demand and facilitate value creation
- each value chain activity contributes to the value chain by transforming specific inputs into outputs
Service value cahin
Has 6 activities
- plan, improve, engage, design and transition, obtain and build, design and support
what are service value streams
these are used to carry out certain tasks
- they combine specific activities and practices
When are service value steams used
- resolving an incident
- adding new functionality to an existing application
- implementing a whole new service
What is a plan stage of the service value chain
- communicates vision, ensures a shared vision, current status and improvement direction for all 4 dimensions + products and services
What is the improve stage of the service value chain
ensures continual improvement of products, services and practices across all value chain activieis
What is a engage stage of the service value chain
To provide a good understanding of stakeholder needs, transparency and continual engagement and good relationships with all stakeholders
What is a design and transition stage of the service value chain
Ensures all products and services continually meet stakeholder expectations for quality, costs and time to market
What is a obtain and build stage of the service value chain
Ensures that service components are available when and where they are needed
What is a deliver and support stage of the service value chain
Ensures services are delivered and supported according to agreed specification and stakeholders expectations
key principles of service value chain activities
incoming/outgoing interactions with external parties are performed via engage
what is the purpose of the service desk
to capture demand for incident resolution and service requests
- be the entry point and single point of contact for the service provider with all of it’s users
What does the service desk need to do
have an understanding of the wider business
- includes classification and ownership of queries and requests from users
What is an incident
an unplanned interruption to a service or reduction in the quality of a service
What is the purpose of incident management
To minimise the negative impact of incidents by restoring normal service operation as quickly as possible
What should happen to every incident?
It should be logged and recorded
- tools provide automated matching of incidents to known errors
Why is categorisation of incidents important?
So we can direct them to the correct teams to deal with them
what is the purpose of problem management
To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors
Problems are different to incidents
problems are the (root) causes of incidents
What do problems require
They require investigation and analysis to identify the root causes, develop workarounds and recommend long term resolutions
- they reduce the impact and number of future incidents
what is a problem
- a cause or potential cause of one or more incidents
What is a known error
an analysed problem that has not been resolved
What are the 3 stages of problem management
Problem identification
problem control
error control
what does the problem identification do
involves logging and identifying problems
- performing trend analysis
analysing information from suppliers and partners
what does problem control involve
includes problem analysis, documenting work arounds and known errors
What is error control
Manages known errors including identification of potential permanent solutions
- e.g. if a workaround becomes the permenant way of dealing with something
- error control regularly reasesses the status of known errors that aren’t resolved
how does problem management typically initiate resolution
via change enablement
what is service request management
it supports the agreed quality of service by handling all pre-defined, user initiated service requests
- initiated by a user or an authorised representative of the user
- supports managing feedback and compliments and complaints from users
what does service request management need
well designed processes and procedures
policies for approvals need to be established
fulfilment timescales need to be clearly agreed
What is service level management
purpose is to set clear business based targets for service levels to ensure deliver of services can be properly assess and monitored against targets
service level management
uses reporting of relevant metrics
- performs service reviews
- captures and reports on service issues including performance against defined service levels
- uses SLAs
service level management
- SLAs
- related to defined outcomes not just metrics
- simply written and easy for stakeholders to understand
- agreed between consumer and provider
what is change enablement?
Maximises the number of successful IT changes by ensuring risks have been assessed, authorising changes to proess and managing a change schedule
what is a change
the addition, modificiation or removal of anything that could have a direct or indirect effect on services
what should all changes have?
all changes should be assessed by people who understand the risks and the expected benefits
- changes need to be authorised before deployment
What is change authority
the person or group who authorises a change
- the correct change authority is assigned to each type of change
change schedule
captures proposed changes to help plan changes and avoid conflicts
what are the 3 types of change?
Emergency, normal, standard
emergency change
change must be implemented asap
normal change
needs to be scheduled, assessed and authorised following a pre determined process
standard change
low risk, pre-authroised change, well understood and fully documented, can be implemented without needing additional authorisation
What is continual improvement
ongoing improvement
- it’s everyones responsibility
- ensures improvement with external suppliers and contractors takes place relevatnely
continual improvement methods
use multiple methods, but not too many
- select a few key methods
what is the continual improvement model
- iterative approach
- linked back to companies visions
- steps don’t have to be carried out in a linear order
guiding principlesq
universal and enduring
Focus on value
everything an organisation does needs to link back to value
- value comes in various forms
start where you are
identify existing items of value that can be reused before embarking on continual improvement
progress iteratively with feedback
do it in multiple stages
- smaller, manageable chunks, complete in a timely manner
improvements can run in parallel
progress iteratively with feedback
feedback should be sought before during and after each iteration to keep actions
- act, plan, check, do
Collaborate and promote visibility
involve right people in the right way at the right time
- initial and ongoing collaboration ensures a clear understanding of the way forward
- allignment as work progresses
poor visibility- analyse for
- bottlenecks
- understand flow of work in progress
- uncover waste
think and work hollistically
aligns with 4 dimensions of service management
- understand how all parts are integrated
keep it simple and practical
- check important elements are not removed
- use minimum number of steps to achieve objective
- start with uncomplicated approach then add to it
optimise and automate
maximise values
- automation is using technologt to perform a series of steps correctly and consistently with no human interaction
starting point of automation is to understand the organisations vision and objectives
organisations and people
roles and responsibilities
formal organisational structures
culture
staffing
systems for communication
governance
information and technology
workflow management systems
knowledge bases
communication systems
analystical tools
automated testing and deployment solution
inventory systems]
