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).
