Module 2 - Key Concepts of Service Mangement Flashcards
Why is a shared understanding of the key concepts and terminology of ITIL by organisations and individuals critical?
It is important, because you need to be able to use the guidance effectively to address real world service management challenges.
What applies to all organisations, regardless of their nature of business?
The key concepts of ITSM/
What is the definition of Service Management?
A set if specialised organisational capabilities to enable value for customers in the form of services.
Where do you need areas of knowledge in for the capabilities set within service management?
Nature of value, Nature and scope of stakeholders, How services enable value creation.
What is the main purpose for an organisation?
To create value for stakeholders.
What is the definition of value?
The percieved benefits, usefulness, and importance of something.
Is value subjective to the perception from the stakeholders?
Yes it is, value is subjective and is made from how the stakeholders percieve it.
What is the best way for providers to create value for the consumer?
To actively collaborate with the consumer.
Where did providers previously go wrong with value creation?
They went wrong by isolating themselves from the consumer and defined the value themselves for the consumer.
What is the analogy that best describes the relationship between organisations and consumers in the isolated traditional way?
The deliverance of value to consumers is comparable to how a package is delivered by a delivery company.
What word best describes the relationship between the provider and the consumer in the non-collaborative model?
Mono-directional and distant.
What is the definition of a business?
A business is an individual or a organisation that engages in commericial or industrial activities on a regular basis.
What can a business catergorise itself into?
Profit and non-profit, although usually tends to gravitate towards being profitable.
Define “Organisation”
A person or group that has its own functions with responsibilities, authorities, relationships, to achieve its objectives.
How do organisations differ from one another?
They differ in size and complexity, ranging from a single person, team, to a multifaceted network of departments.
When can an organisation call themselves providers?
When they start provisioning services whether it be internal of external.
In traditional ITSM which department is considered the provider and whos regarded the consumer?
The IT department is considered the provider and the other departments are the consumers.
What is the key point for an organisation who claim that they are providers?
That they have a clear understanding who the consumers are and who the stakeholders are.
What is the role called when an organisation is recieving services?
Service Consumer
In the service consumer, what role does the Customer have?
They define the requirements for the service and takes the responsibility for the outcomes of service consumption.
In the Service Cosumer model, what role does the User have?
A role that uses a service.
In the Services Consumer model, what is the role of the Sponser?
A role that authorises the budget consumption of services.
What is the reason for creating roles in the Service Consumer?
To ensure effective communication and stakeholder management.
In order to ensure success what must organisations do with their stakeholders?
Clearly identify, manage, communicate with the stakeholders.
What are the six different types of stakeholders?
Service Provider, Service Provider Employees, Service Consumer, Society and Community, Charity Organisation and Shareholders.
Define the value of the Stakeholder Service Provider
Funding provided by the consumer, image improvement, business development.
Define the value of the Stakeholder Service Provider Employees
Financial and non-financial incentives, professional development.
Define the value of Stakeholder Service Consumer
Benefits acheived, costs and risks optimised.
Define the value of the Stakeholder Society and Community
Employment, taxes, social and community development.
Define the value of the stakeholder Charity Organisation
Financial and non-financial contributions.
Define the value of the stakeholder Shareholders
Financial benefits, e.g. dividends.
