IT service management Flashcards
Service
Thr means of enabling value co-creation by facilitating outcomes that customers want to achieve without the customer having specific cost and risk
Service provider
Takes on risk and cost.
Responsive for the means of achieving outcomes
Customers (in service)
Transfer cost in risks
Retains focus on core business
Utility
Functionality offered by a product or service to meet a particular need
Warranty
Assurance that a product or service will meet agreed requirements
3 Service consumers
Customer, user, sponsor
Customer (consumer)
Defines the requirements for a service and tasks responsibility for the outcome of service consumption
User (consumer)
Uses the services
Sponsor (consumer)
Authorizes budget for service consumption
Capability
Ability of an organization, person, process, application, configuration item
Resource
A person or other entity that is required for the execution of an activity or the achievement of an objective
Organization
A person or group of people that had its own functions with responsibilities, authorities, and relationships to achieve its objectives
Stakeholder
A person or organization that has an interest or involvement in an organization, product, service or other entity
Value
The perceived benefits, usefulness, and importance of something
Service management
A set of specialized organizational capabilities for enabling value for customers in the form of services
Output
Tangible or intangible deliverable of an activity
Outcome
A result for a stakeholder enabled by one or more outputs
Costs
Amount of money spent in a specific activity or resource
2 types of cost
Cost removed firm the consumer by the service.
Cost imposed on the consumer by the service
Risks
A possible event that could cause harm or loss or make it more difficult to achieve objectives
2 types of risks
Risks removed from a consumer by the service.
Risks imposed on a consumer by the service.
Service offering
A description of one or more service, designed to address the needs of a target consumer group.
Good (service offering)
Ownership is transferred to the customer
I.e. a phone
Access to resources
Ownership is not transferred to consumer.
I.e. access to a mobile network
Service action
Performed by the service provider to address a consumer needs.
I.e. user support
Service offering (continued)
Different offerings can be created based on the same product, which allows it to be used in multiple ways to address the needs of different consumer group
Service relationships
A cooperation between a service provider and service consumer
I.e. IT Department and insurance company
Service relationship model
A service consumer can then take the new resources to offer services downstream as a service provider to their customers
Services provision
Activities preformed by an organization to provide services
Service provider vs. Service provision
Who we are vs. What we do
Service consumption
Activities preformed by an organization to consume services
Service relationship management
Joint activities preformed by a service provider and a service consumer to ensure continual value co-creation based on aged and available service offerings
