Key Concepts of Service Management Flashcards
What is used to create a product portfolio?
Organizational Resources- this includes employees, equipment, suppliers, and networks.
The benefits, usefulness, or importance of something is
Value
People or organizations involved with a service provider, product, service, or practice. For example, employees, Customers, and suppliers. Are.
Stakeholders
A person or a group of people that use resources, such as employees, equipment, or anything the company needs to create a product and service for customers is
Organization or service provider
People or organizations involved with service providers, products, SERVICES or practices. “ skin in the game.”
Stakeholder
This is a person/group of people that use resources, such as employees, equipment, or anything the company needs to create a product and service for Customers
Organization
Range of products the company offers
Product portfolio
Range of services the company offers
Service portfolio
Organizations capability of creating services that add value for the customer
Service management
The service relationship jointly manage to ensure value is cocreated for services offered
Service Relationship Management
Activities the organization uses to provide services to customers, managing all providers, resources, access to use a resources, and defining previously agreed upon terms to resolve incidence
Service provisions
What are the four dimensions of service management?
- Organization and people.
- Technology and information.
- Partners and suppliers.
- Value stream and processes.
What does PESTLE stand for
Political, economic, social, technology, legal, and environmental
What are the seven guiding principles of creating value? (FSPCTKO)
- Focus on value.
- Start where you are.
- Progressive iterative with Feedback.
- Collaborate and promote visibility.
- Thank and work holistically.
- Keep it simple and practical.
- Optimize and automate.
Control system that organizations use when they need a new direction to achieve objectives. It is the second component.
Governance
What is an interconnecting activity that adds to the IT service lifecycle it is used to deliver the products or services that create the most value
Service value chain
What are the six value chain activities?
- set a vision of the organization + goals =PLAN
- ensure all products, SERVICES, and practices = IMPROVE
- Engage stakeholders needs
4.Product, services, high value meet stakeholders expectations= Design + Transition - Deliver and support services
What is the role of the sponsor?
Set the budget for service consumption
Which of the following is not a general management practice?
I see asset management that’s because I see asset management is a service management practice not a general one
What is a service desk
The main contact point to get IT SUPPORT
What is change control
It contributes to controlling changes that are implemented during continual improvement
What is IT asset management
The management of all processes and methods that safeguard company assets
What is monitoring an event management?
Looking for problems in a managed environment that could cause an incident in the future.
Example data center with temperature monitoring. When the data center go out there temperature parameters it causes an incident in the form of a data center failure however, with monitor in an event management you can keep a close eye on those temperatures. This process can lead to actions if irregularities are fail. While monitoring an event management can be time consuming, there are many tools and automations that can make this job a little easier. 
Proactive problem management ultimately becomes a part of which of the following
Continual service improvements
Proactive problem management begins as part of service operations, but continues to be a part of the Continual Service Management
