Foundations Flashcards
Four Dimensions of Service Management
Organizations and People
Information and Technology
Partners and suppliers
Value streams and processes
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
Organization
A person or group of people that has its own functions with responsibilities, authorities, and relationships to achieve it’s objectives. Its purpose is to provide value for stakeholders.
Customer
A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption.
User
A person who uses services.
Sponsor
A person who authorizes budget for service consumption.
Services
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 configuration of an organization’s resources designed to offer value for a customer.
Service Offering
A formal 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.
Service Relationship
A cooperation between a service provider and a service consumer. Service relationships include service provision, service consumption, and service relationship management.
Service Provision
Activities performed by an organization to provide services.
Service Consumption
Activities performed by an organization to consumer 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 deliverables of an activity
Outcome
A result for the stakeholder enabled by one or more outputs.
Cost
The amount of money spent
Risk
A possible event that could cause harm or loss, or make it more difficult to achieve objectives. Can also be defined as uncertainty of outcome, and can be used in the context of measuring the probability of positive out comes as well as negative outcomes.
Utility
The functionality offered by a product or service to meet a particular need. (What it does)
Warranty
Assurance that a product or service will meet agreed requirements. (How it performs)
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.
Value Stream
A series of steps an organization takes to create and deliver products and services to consumers.
Process
A set of interrelated or interacting activities that transform inputs into outputs.
Service Value System
Guiding Principles Governance Service value chain Practices Continual improvement
Guiding Principal
A recommendation that guides 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
Service Value Chain
Plan Improve Engage Design and transition Obtain and build Deliver and support
Management Practice
A set of organizational resources designed for performing work or accomplishing an objective. These include:
General management practices
Service management practices
technical management practices
Architecture Management Practice
Provides the principles, standards, and tools that enable an organization to manage complex change in a structured and agile way.
Continual Improvement Practice
Align the organizations practices and services with changing business needs through the ongoing improvement of products, services, and practices or the management thereof.
Information Security Management Practice
The protection of the information needed by the organization to conduct its business, including understanding and managing risks to the confidentiality, integrity, availability of information, authentication, and non-repudiation.
