Lesson 1: IT Service Management Flashcards
What is a service?
The means of enabling value co-creation by facilitating outcomes that customers want to achieve without the customer having to manage costs and risks.
What is a product?
A configuration of an organization’s resources.
What is utility?
The functionality offered by a product or service to meet a particular need (functionality).
“Fit for purpose”
“What the service does”
What is warranty?
Assurance that a product or service will meet agreed requirements (performance).
“Fit for use”
“How the service performs”
Two components of utility.
- Supported performance
- Removed constraints
Four components of warranty.
- Availability
- Capacity
- Continuity
- Security
What role does the organization take when it receives services?
Service consumer
What are the three roles of service consumers?
- Customer
- User
- Sponsor
What is a customer’s role?
Defining requirements for a service and taking responsibility for the outcomes of service consumption.
What is a user’s role?
Using the service.
What is a sponsor’s role?
Authorizing budget for service consumption.
What is a service provider?
The role performed by an organization in a service relationship to provide services to service consumers.
What are capabilities?
The ability of an organization, person, process, application, configuration item, or IT service to carry out an activity.
What are resources?
A person or other entity that is required for the execution of an activity for the achievement of an objective.
What is an organization?
A person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives.
What is a stakeholder?
A person or organization that has an interest or involvement in an organization, products, service, practice, or other entity.
What is value?
The perceived benefits, usefulness, and importance or something.
What is IT service management?
A set of specialized organizational capabilities for enabling value for customers in the form of services.
What is an output?
A tangible or intangible delivery of an activity.
What is an outcome?
A result for a stakeholder enabled by one or more outputs.
What is cost?
The amount of money spent on a specific activity or resource.
What are the two types of cost?
- Cost removed from the consumer by the service (part of the value proposition).
- Cost imposed on the consumer by the service (costs of service consumption).
What is risk?
A possible event that could cause harm or loss or make it more difficult to achieve objectives. Risk can also be defined as the uncertainty of the outcome and can be used in the context of measuring the probability of positive outcomes as well as negative outcomes.
What are the two types of risk?
- Risks removed from the consumer by the service (part of the value proposition).
- Risks imposed on a consumer by the service (risks of service consumption).
What is a service offering?
A description of one or more services, designed to address the needs of a target consumer group.
What are the three types of service offerings?
- Goods
- Access to resources
- Service actions
What are goods?
Items supplied to the consumer in which ownership is transferred to the consumer.
What is access to resources?
When access is granted or licensed to the consumer under agreed terms and conditions in which ownership is not transferred, and the consumer can only access the resources during an agreed consumption period and according to other agreed service terms.
What are service actions?
Actions performed by the service provider according to an agreement with the consumer to address a consumer’s need.
True/False: Service offerings are exclusively external to the service provider organization.
False.
Services may be offered to groups internal or external to the service provider organization.
What is a service relationship?
A cooperation between a service provider and service consumer.
What three things do service relationships include?
- Service provision
- Service consumption
- Service relationship management
What is service provision?
Activities performed by an organization to provide services.
What is service consumption?
Activities performed by an organization to consumer services.
What is 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.
