Module 3 Flashcards
1
Q
External factors constraining/influenced by the 4 dimensions
A
PESTLE
- Political
- Economical
- Social
- Technological
- Legal
- Environmental
2
Q
4 elements of Organizations and People dimension
A
- Roles and responsibilities
- Formal organizational structure
- Culture
- Staffing and competencies
3
Q
Technologies that support service management
A
- Workflow management systems
- Knowledge bases
- Inventory systems
- Communications systems
- Analytic tools
4
Q
IT servcies include what 2 things?
A
- Information created, managed, and used in the course of service provision and consumption
- Technologies that support and enable that service
5
Q
SIAM
A
Service Integration and Management
- A method for addressing Partners and Suppliers dimension.
- Uses integrator to ensure proper coordination of service relationships.
6
Q
Value stream
A
- series of steps to create/deliver products/services to consumers
- includes enhancements such as process automation or adoption of emerging technologies
- implemented as a combination of value chain activities
- processes with a focus on Continual Improvement
7
Q
Process
A
- activities that transform inputs into outputs
- define sequence of actions and dependencies
- describes what is done to accomplish an objective
8
Q
Impacts of cloud computing
A
- Monitor/control focus shift from in-house to partner services
- stricter requirement for network availabiltiy and security
- new security and compliance risks and requirements
- chance to scale consumption
