More Key Concepts Flashcards
Definition of cost
Amount of money spent on an activity or resource
Definition of service offering
It’s a formal description of one or more IT services, designed for addressing the needs of a specific group of customers.
Definition of event
A change of state in a service or service components that the management considers significant
Definition of failure
A loss of ability to operate to specifications or a failure in delivering the expected output or outcome.
What does CSF stand for?
Critical success factor which is the precondition to achieve the expected results.
What is the relationship between cultures and technology?
It’s reciprocal. Cultures influence technology and technology influences cultures.
Which are the 3 levels of reflection and action in the sandwich approach?
Individual, team and organization
Which are the 2 approaches for managing things?
- Focusing on activities
- Focusing on outcomes
A type of service based on the use of information and technology
IT service
Definition of outsourcing
Products and or services that were provided internally, are now provided by external suppliers or vendors.
The 6 topics of ITIL
a) Key concept of service management
b) The 4 dimensions of service management
c) ITIL guiding principles
d) Service Value System
d) Service Value Chain
e) ITIL management practices
Definition of product
A configuration of organizational resources designed to deliver value
Other definition of outcome
A result for a stakeholder which is enabled by one or more outputs
Definition of Service relationship
The cooperation between the service provider and service consumer which includes service provision, service management and service consumption
Who developed the force field analysis?
Kurt Lewin
