Definitions Flashcards
A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks.
Service
The functionality offered by a product or service to meet a particular need
- What a service does / what need does it fill / fit for purpose
- Must:
§ Support the performance of the consumer, that is, help them do what they do better, or
§ Remove constraints on the consumer’s actions
Utility
Assurance that a product or service will meet agreed requirements
- SLA
- How the service performs / is it fit for use
§ Available when required
§ Capacity
§ Security
§ Continuity
Warranty
A set of specialised organizational capabilities for enabling value for customers in the form of services
Service Management
Provider of service (internal or external)
Service Provider
Consumer of service (refer Customer, User, Sponsor)
Service Consumer
Requirements and takes responsibility for the outcomes of service consumption
Customer
No influence over the supplier or terms of the contract
User
Authorised the budget
Sponsor
Are configurations of the organizations resources, that will be potentially valuable for their customers. Service provide Products
Products
Including people, information, technology, value streams, processes, suppliers and partners
Resources
Is the perceived benefits, usefulness, and importance of something. Value can be subjective
Value
Is a very broad term and can cover the customer or consumer of a service, or part of the service provider organization(s)
Stakeholders
Work with the service provider to create value that is both deliverable and acceptable to the consumer. – Using a service relationship
Value Co-Creation
Vary in size and complexity, from a single person or a team, to a complex network of legal entities united by common objectives, relationships and authorities
Organisation
What is delivered (training material)
Output
What impact an output had (educating team)
Outcome
- Risk removed from the consumer (part of value prop)
- Risk imposed on the consumer
- Risk reduction:
§ Consumer participating in definitions of requirements
§ Clearly communicating critical success factors
§ Ensuring resources available throughout service relationship
Risks
Co-operation between service provider and service consumer.
Is defined as a co-operation between a service provider and service
consumer.
They are established between two or more organizations to co-create value. In a service relationship, organizations will take on the roles of service providers or service consumers.
Service Relationship
Defined as a description of one or more services, designed to address the needs of a target consumer group. May include goods, access to resources, and service actions
Service Offering
- Supply of Goods
- Licensing or granting of access to resources
Service Actions - eg. - Customer Support
Service Offering Categories
Is defined as the joint activities performed by a service provider and a service consumer to ensure continual value co-creation, based on agreed and available service offerings
Service relationship management
Is defined as the activities performed by an organization to provide services:
- The configuration and management of privdre’s resource to deliver the service
- Providing access to these resources for users
- Carrying out the agreed service actions
Service level management and continual improvement
Service provision
Is defined as the activities performed by an organization to consumer services.
Service consumption
A list of minimum requirements that a service or service component must meet for it to be
acceptable to key stakeholders
Acceptance Criteria
An umbrella term for a collection of frameworks and techniques that together enable teams
and individuals to work in a way that is typified by collaboration, prioritization, iterative and
incremental delivery, and timeboxing. There are several specific methods (or frameworks) that
are classed as Agile, such as Scrum, Lean and Kanban.
Agile
The practice of providing an understanding of all the different elements that make up an
organization and how those elements relate to one another
Architecture Management Practice
What are: • Focus on value • Start where you are • Progress iteratively with feedback • Collaborate and promote visibility • Think and work holistically • Keep it simple and practical Optimize and automate
ITIL Guiding Principles
Everything the organization does, should link back, directly or indirectly, to value for itself, its customers and other stakeholders. Think for a moment about your own organization. What is the value required by the organization?
Focus on Value
It can be tempting to simply remove all existing approaches and introduce something completely new when trying to make improvements. This is rarely useful or sensible, as it can generate a lot of waste in terms of time, effort, skills, processes and tools which could be reused effectively. It is very rare that old practices have nothing at all that can be reused. Careful consideration should be given to any existing resources and capabilities, and to make the best use of these going forward.
Start where you are
A feedback loop is a term commonly used to refer to a situation where part of the output of an activity is used for a new input. Where best practice is in use, feedback will be actively collected across the value chain, and this will enable understanding of:
• End user and customer perception of the value created
• The efficiency and effectiveness of value chain activities
• The effectiveness of service governance as well as management controls
• The interfaces between the organization and its partner and supplier network, and
• The demand for products and services
Once received, feedback can be analyzed to identify improvement opportunities, risks and issues.
Progress Interactively with Feedback
Using the guiding principle of ‘think and work holistically’, as well as ‘collaborate’ and ‘promote’ visibility, will help breakdown silos, and ensure better end to end provision of services across the whole organization.
Collaborate and Promote visibility
No department, service, process or supplier stands alone. Any output that is delivered to organizational stakeholders, such as customers or other stakeholders, will be impacted if it does not work in the integrated approach. All activities should focus on value.
Think and Work Holistically
This principle may seem obvious, but it is important to always use the minimum number of steps needed to accomplish an objective. If a process, service, action or metric provides no value or produces no useful outcome, then eliminate it. In order to deliver valuable outcomes, outcome-based thinking should be used to produce practical solutions.
“Always ask, does this contribute to value creation, when analyzing a practice, process, service, metric or other improvement target.”
Keep it simple and Practical
Organizations need to maximize the value of work delivered by their resources, either human or technical. Think about the concept of the four dimensions
- Organizations and people
- Information and technology
- Partners and suppliers
- Value streams and processes.
Abbreviation for:
- Political factors - Economical factors - Social factors - Technological factors - Legal factors - Environmental factors
PESTLE
Pestle
Political factors
pEstle
Economical factors
peStle
Social Factors
pesTle
Technological Factors
pestLe
Legal Factors
pestlE
Environmental Factors
The first dimension of service management is organizations and people. The term “people”
encompasses customers, employees of suppliers, employees of the service provider, or
any other stakeholder in the service relationship.
Organizations and people (4 Dimensions of service management)
This dimension applies both to service management and to the services being managed. The Service Value System or SVS, which we cover in detail in Module 4 of this course, represents how the various components and activities of the organization work together to facilitate value creation through IT-enabled services
Information and Technology (4 Dimensions of service management)
Every organization needs to use services provided by others to achieve its desired
outcomes. These other organizations may be involved in the design, development,
deployment, delivery, support and/or continual improvement of services.
• A customer of a supplier
• A supplier or a service provider to its customers, or
• A partner to another organization
Partners and Suppliers (4 Dimensions of service management)
In common with the other dimensions, the value streams and processes dimension is applicable to both the SVS (service value system) in general, and to specific products and services. In both areas it defines the activities, workflows, controls and procedures needed to achieve agreed objectives.
Value streams and processes (4 Dimensions of service management)
An operating model for service providers that covers all the key activities required to effectively manage products and services
Service Value Chain
A model representing how all the components and activities of an organization work together to facilitate value creation
Service Value System
A set of organizational resources designed for performing work or accomplishing an objective
Practice
The means by which an organization is directed and controlled
Governance
What are the 6 activities of the Service Value System: E P I D&T O/B D&S
Engage Plan Improve Obtain/Build Design & Transition Deliver & Support
Practices how many of each:
- General Management Practices (management)
- Service Management Practices (IT)
- Technical Management Practice (technical domain)
- 14 - General Management Practices (management)
- 17 - Service Management Practices (IT)
- 3 - Technical Management Practice (technical domain)
operating model which outlines the key activities
required to respond to demand and facilitate value creation through the creation and
management of products and services
Service Value Chain
The purpose of this value chain activity is to ensure a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across the organization.
Plan (Service Value Chain)
