Foundations Flashcards
Service Management
A set of specialized organizational capabilities for enabling value to customers in the form of services.
Value
The perceived benefits, usefulness, and importance of something.
Service Providers
Organizations who deliver services.
Consumers
Those to whom services are delivered.
Organization
A person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives.
Customer
A person who defines requirements for services and takes responsibility for outcomes from services consumption.
User
A person who uses services
Sponsor
A person who authorizes the budget for service consumption.
Service
A service is 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.
Product
A product is a configuration of resources, created by the organization, the will be potentially valuable for their customers.
Service Offering
A service offering is a description of one or more services, designed to address the needs of a target consumer group. A service offering may include goods, access to resources, and service actions.
Goods
Ownership is transferred to the consumer. Consumer takes responsibility for future use.
Access to Resources
Ownership is not transferred to the consumer. Access is granted/licensed under agreed terms or conditions.
Service Actions
Performed by the provider to address a consumer need. Performed according to agreement with the consumer.
Service Provisioning
Activities performed by a service provider to provide services.
Service Consumption
Activities performed by a service consumer to consume services.
Service Relationship Management
Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings.
Output
A tangible or intangible delivery of an activity. Reports, Bills, Emails
Outcome
A result for a stakeholder enabled by one or more outputs. Being able to collaborate with remote coworkers (outcome of using an email service).
Costs
The amount of money spent on a specific activity or resource.
Risks
Possible events that could cause harm or loss, or make it more difficult to achieve objectives.
Utility
The functionality offered by a product or service to meet a particular need. “Fit for purpose”
Warranty
The assurance that a product or service will meet agreed requirements. “Fit for use”. Availability, capacity, security levels, continuity.
Four Dimensions of Service Management
1) Organizations and People
2) Information and Technology
3) Partners and Suppliers
4) Value Streams and Processes
Organizations and People
First dimension of service management. Formal organizational structure Culture Required staffing and competencies Roles and responsibilites
Information and Technology
Second dimension of service management
Information and knowledge
Technologies
Relationships between the components
Partners and Suppliers
Third dimension of service management
Service provider/service consumer relationships
Organization’s partner and supplier strategy
Service integration and management
Factors that influence supplier strategies
Value Streams and Processes
Fourth dimension of service management
Define activities, workflows, controls, and procedures needed to achieve agreed objectives.
PESTLE
Model describing external factors that constrain or influence how a service provider operates.
Political, Economic, Social, Technological, Legal, Environmental.
Service Value System (SVS)
Describes how all the components and activities of the organization work together as a system to enable value creation.
7 Guiding Principles
Recommendations that guide an organization in all circumstances. 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
Feedback Loop
A situation where part of the output of an activity is used for new input.
Automation
The use of technology to perform a step or series of steps correctly and consistently with limited or no human intervention.
Service Value Chain
The central element of the Service Value System (SVS) is the service value chain, an 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.
Plan Improve Engage Design and Transition Obtain/Build Deliver and Support
Value Streams
In order to carry out a specific task, or respond to a particular situation, organizations create service value streams. Service value streams are specific combinations of activities and practices, and each one is designed for a specific scenario.
Continual Improvement
General Management Practice: The purpose of the continual improvement practice is to align the organization’s practices and services with changing business needs through the ongoing identification and improvement of services, service components, practices, or any element involved in the efficient and effective management of products and services.
Stages of Continual Improvement
What is the vision? Where are we now? Where do we want to be? How do we get there? Take action Did we get there? How do we keep the momentum going?
Practice
A set of organizational resources designed for performing work or accomplishing an objective.
Three ITIL Practice Groups
General Management Practices, Service Management Practices, Technical Management Practices.
Continual Improvement Register (CIR)
A database or structured document to track and manage improvement ideas from identification to final action.
Information Security Management
General Management Practice. The purpose of the information security management practice is to protect the information needed by the organization to conduct its business. Including understanding and managing risks to: Confidentiality Integrity Availability Authentication Non-repudiation
Relationship Management
General Management Practice. The purpose of the relationship management practice is to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels.
Supplier Management
General Management Practice. The purpose of the supplier management practice is to ensure the organization’s suppliers and their performance are managed appropriately to support the provision of seamless quality products, services, and components.
Change Control
Service Management. The purpose of the change control practice is to maximize the number of successful IT changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule.
Standard Changes
Pre-authorized and can be implemented without additional authorization. Password reset example.
Normal Changes
● Authorization based on change type
● Low-risk, someone who can make rapid decisions
● Very major
Emergency Changes
● Expedited assessment and authority
● May be separate change authority
Change
A change is the addition, modification, or removal of anything that could have a direct or indirect effect on IT services.
Change Schedule
The change schedule is used to help plan changes, assist in communication, avoid conflicts and assign resources.
Incident Management
Service Management. The purpose of the incident management practice is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible.
Incident
An incident is an unplanned interruption to a service, or reduction in the quality of service.
Swarming
Some organizations use a technique called swarming to help manage incidents. This involves many different stakeholders working together initially, until it becomes very clear which of them is best placed to continue and which can move on to other tasks.
Problem Management
Service Management. The purpose of the problem management practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
Problem
A problem is a cause, or potential cause, of one or more incidents
Known Error
A known error is a problem that has been analyzed and has not been resolved.
Workaround
A workaround is a solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available. Some workarounds reduce the likelihood of incidents.
Service Desk
Service Management. The purpose of the service desk practice is to capture demand for incident resolution and service requests. It should also be the entry point/single point of contact for the service provider with all of its users.
Service Level Management
Service Management. The purpose of the service level management practice is to set clear business-based
targets for service performance, so that the delivery of a service can be properly assessed, monitored and managed against these targets.
Service Level Agreement (SLA)
A service level agreement (SLA) is a documented agreement between a service provider and a customer that identifies services required and the expected level of service.
Service Request Management
Service Management. The purpose of the service request management practice is to support the agreed quality of a service by handling all agreed user-initiated service requests in an effective and user-friendly manner.
Service Request
Service requests are pre-defined and pre-agreed and can usually be formalized with clear, standard procedures. Service requests are a normal part of service delivery, not a failure or degradation of
service, which are handled as incidents.
IT Asset Management
Service Management. The purpose of the IT asset management practice is to plan and manage the full
lifecycle of all IT assets, to help the organization
▪ Maximize value
▪ Control costs
▪ Manage risks
▪ Support decision-making about purchase, reuse and retirement of assets
▪ Meet regulatory and contractual requirements
IT Asset
An IT asset is any valuable component that can contribute to delivery of an IT product or service
Monitoring and Event Management
Service Management. The purpose of the monitoring and event management practice is to systematically
observe a service or service component, and record and report selected changes of state identified as events.
Event
An event is any change of state that has significance for the management of a configuration item (CI) or IT service.
Release Management
Service Management. The purpose of the release management practice is to make new and changed services and features available for use.
Service Configuration Management
Service Management. The purpose of service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the CIs that support
them, is available when and where it is needed.
Configuration Item (CI)
A configuration item (CI) is any component that needs to be managed in order to deliver an IT service.
Deployment Management
Technical Management. The purpose of the deployment management practice is to move new or changed
hardware, software, documentation, processes, or any other component to live environments. It may also be involved in deploying components to other environments for testing or staging.
Plan
The purpose of the plan 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.
Improve
The purpose of the improve value chain activity is to ensure continual improvement of products, services and practices across all value chain activities and the four dimensions of service management
Engage
The purpose of the engage value chain activity is to provide a good understanding of stakeholder needs, continual engagement with all stakeholders, transparency and good relationships with all stakeholders.
Design and Transition
The purpose of the design and transition value chain activity is to ensure that products and services continually meet stakeholder expectations for quality, costs and time to market.
Obtain and Build
The purpose of the obtain/build value chain activity is to ensure that service components are available when and where they are needed, and meet agreed specifications
Deliver and Support
The purpose of the deliver and support value chain activity is to ensure that services are delivered and supported according to agreed specifications and stakeholders’ expectations.
