Introduction to service management Flashcards
What is an organization?
It’s a person a group of people that has its own functions with responsibilities, authorities and relationships in order to achieve its objectives.
Definition of Value
It’s the perceived benefits, usefulness or importance of something.
What’s the role of an IT customer?
The role of defining the requirements and to take ownership for the outcomes of service consumption
Who has the “ability” in carrying out activities in the definition of capability?
Of a person, organization, process, application, configuration Item or an IT service to carrying out activities.
What is a “driver”?
It’s what literally drives. It’s something that influences the strategy, requirements and the objectives.
Define cloud computing
It’s a model of enabling on-demand network access, to a shared pool of configurable computing resources. This is provided quickly and with minimal management effort and interaction with the provider.
What is a program?
It’s a set of related projects and activities, created by an organization to control and direct them.
What is a change?
It’s a modification, addition or removal of anything that can impact directly or indirectly a service.
Definition of service management
It’s a set of specialized organizational capabilities for enabling value to customers in form of services.
Define a practice
It’s a set of organizational resources for performing a work or achieving an objective.
Define CX or Customer Experience
It’s the perception of a customer. It’s the sum of functional and emotional interactions of a customer with a service and the provider.
Define Value stream
It’s a series of steps undertaken by an organization to create and deliver products and/or services.
Define digital transformation
It refers to the evolution from traditional business models to new models where the customers are empowered and the technology plays a big role.
What is “Lean” approach?
It’s the approach of improving workflows by maximzing value, eliminating the waste.
Define Governance
It’s the means to direct and control an organization.
