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Service Flashcards

1
Q

Functionality offered by a product or service to meet a particular need

A

Utility

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2
Q

Used to determine if a service is ‘fit for purpose’

A

Utility

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3
Q

A service is said to have utility only if:

A

a service either supports the performance of the consumer or remove constraints from the consumer or do both

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4
Q

What is summarized as ‘what the service does’ ?

A

Utility

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5
Q

What can be summarized as ‘how the service performs’ ?

A

Warranty

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6
Q

Define warranty.

A

Assurance that a product or service will meet agreed requirements.

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7
Q

Assurance that a product or service will meet agreed requirements.

A

Warranty

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8
Q

What can determine whether a service is ‘fit for use’

A

Warranty

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9
Q

Areas addressed by warranty

A
  1. Availability of service
  2. Service capacity
  3. Levels of security
  4. Continuity
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10
Q

Define Product.

A

Configuration of an organization’s resources designed to offer value for a customer.

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11
Q

Service Management

A

A set of specialized organizational capabilities for enabling value for customers in the form of services

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12
Q

A set of specialized organizational __________________________ for enabling value for customers in the form of services

A

Capabilities

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13
Q

A means of enabling value ________________________________ by facilitating __________________________ that customers want to achieve, without the customer having to manage specific costs and risks for the service provision

A

Co-creation

Outcomes

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14
Q

A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks for the service provision

A

Service

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15
Q

A set of specialized organizational capabilities for enabling value for customers in the form of services

A

Service Management

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16
Q

Service Value System

A

A model representing how all the components and activities of an organization work together as a system to facilitate value creation.

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17
Q

A model representing how all the _____________________ and _________________ of an organization work together as a system to facilitate value creation.

A

Components

Activities

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18
Q

Recommondations that guide an organization in all circumstances, regardless of its goals, type of work or management structure

A

Guiding Principles

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19
Q

Guiding Principles

A

Recommondations that guide an organization in all circumstances, regardless of its goals, type of work or management structure

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20
Q

The means by which an organization is directed and controlled

A

Governance

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21
Q

Governance

A

The means by which an organization is directed and controlled

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22
Q

A set of interconnected activities that an organizaiton performs to deliver a valueable product or service to its consumers to facilitate value realization

A

Service Value Chain

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23
Q

Service Value Chain

A

A set of interconnected activities that an organizaiton performs to deliver a valueable product or service to its consumers to facilitate value realization

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24
Q

Sets of organizational resources designed for performing work or accomplish an objective

A

Practices

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25
Practices
Sets of organizational resources designed for performing work or accomplish an objective
26
Continual improvement
A recurring organizational activity performed at all levels to ensure that an organization‘s performance continually meets stakeholders‘ expectations.
27
The role that defines the requirements for a service and takes responsibility for the outcomes of service consumption
Customer
28
Customer
The role that defines the requirements for a service and takes responsibility for the outcomes of service consumption
29
User
Role that uses services
30
Role that uses services
User
31
Sponsor
The role that authorizes budget for service consumption
32
The role that authorizes budget for service consumption
Sponsor
33
Cost
Amount of money spent on a specific activity or resource
34
Amount of money spent on a specific activity or resource
Cost
35
What are the costs from customer perspective ?
Costs imposed by the service - cost of consumption | Costs removed by the service - value proposition
36
Organization
A person or a group of people that has its own functions with responsibilities, authorities and relationships to achieve its objectives.
37
A person or a group of people that has its own functions with responsibilities, authorities and relationships to achieve its objectives.
Organization
38
Perceived benefit, usefulness and importance of something
Value
39
Value
Perceived benefit, usefulness and importance of something
40
Outcome
Result for stakeholder enabled by one or more outputs
41
Result for stakeholder enabled by one or more outputs
Outcome
42
Output
Tangible or intangible deliverable of an activity
43
Tangible or intangible deliverable of an activity
Output
44
Risk
A possible event that could cause harm or loss, or make it more difficult to achieve objectives
45
A possible event that could cause harm or loss, or make it more difficult to achieve objectives
Risk
46
Service Offering
A description of one or more services, designed to address the needs of a target consumer group.
47
Service Relationship
Cooperation between a service provider and service consumer. Includes service provision, service consumption and service relationship management.
48
A description of one or more services, designed to address the needs of a target consumer group.
Service Offering
49
Cooperation between a service provider and service consumer. Includes service provision, service consumption and service relationship management.
Service Relationship
50
Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings.
Service Relationship Management
51
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.
52
Service Provision
Activities performed by an organization to provide services.
53
Activities performed by an organization to provide services.
Service Provision
54
Activities performed by an organization to consume services.
Service Consumption
55
Service Consumption
Activities performed by an organization to consume services.
56
What is the danger of an over-reliance on data analytics and reporting
over-reliance on data analytics and reporting can unintentionally introduce biases and risks in decision-making
57
What is the first step in focusing on value?
Knowing who is being served. The service provider must know who the service consumer is.
58
List all guiding principles
1. Focus on value — customer first 2. Start where you are — baseline assessment 3. Progress iteratively with feedback 4. Collaborate and promote visibility 5. Think and work holistically — 4 dimensions of service management 6. Keep it simple and practical 7. Optimize and automate
59
Value Stream
A series of steps an organization undertakes to create and deliver products and services to consumers
60
Service value chain activities
1. Plan 2. Improve 3. Engage 4. Design and Transition 5. Obtain/Build 6. Deliver and Support
61
Incident management
Minimize the negative impact of incidents by restoring normal service operation as quickly as possible
62
Minimize the negative impact of incidents by restoring normal service operation as quickly as possible
Incident management
63
Every incident is:
1. Logged and managed to ensure it is resolved in a time that meets customer’s needs and expectations 2. Routed based on incident category to help identify correct team 3. Prioritized to ensure that incidents with the highest business impact are resolved first
64
Problem management
Reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
65
Problem
A cause, or potential cause of, of one or more incidents
66
Known Error
A problem that has been analyzed and has not been resolved
67
Incident
An unplanned interruption to a service, or reduction in the quality of a service
68
Phases of problem management
1. Problem identification - identify and log problems 2. Problem control - problem analysis, documenting workarounds and known errors - problems are prioritized for analysis based on the risk they pose 3. Error control - manage known errors - identification of potential permanent solutions which may result in a change request for implementation of a solution but only if it can be justified in terms of cost, risks and benefits.
69
Event
Any change of state that has significance for the management of a CI (configuration item) or IT service.
70
Monitoring and event management
Systematically observe services and service components, and record and report selected changes of state identified as events
71
Configuration Item
Any component that needs to be managed in order to deliver an IT service
72
Which guiding principle is this - comprehend the whole but do something ?
Progress iteratively with feedback
73
The ecosystem is constantly changing so ________ is essential
Feedback Progress iteratively with feedback guiding principle
74
Fast does not mean incomplete - MVP
Progress iteratively with feedback guiding principle
75
What is key to thinking and working holistically?
Collaboration
76
Think and Work holistically guiding principle
- recognize complexity of systems - collaboration is key to thinking and working holistically - look for patterns in the needs of and interactions between system elements - automation can facilitate working holistically
77
What can facilitate thinking and working holistically?
Automation
78
Which guiding principle explains poor decision making and what causes it?
Collaborate and promote visibility guiding principle. | Poor visibility of work leads to poor decision making.
79
Collaborate and promote visibility
- Collaboration does not mean consensus - communicate in a way audience can hear - decisions can be made only on visible data
80
Keep it simple and practical guiding principle
- Always use the minimum number of steps - respect people’s time - simplicity is the best route to achieving quick wins - do fewer things but do them better
81
Optimize and automate guiding principle
- optimize before automate - define metrics — baseline and measures of achievements - use the other guiding principles when using this one
82
What is the bet route to quick wins?
Simplicity
83
___________ is the ultimate sophistication
Simplicity
84
Which guiding principle recommends using the other guiding principles?
Optimize and then automate
85
Service value chain activities
``` Plan Improve Engage Design and Transition Obtain/Build Deliver and support ```
86
“Plan” service value chain activity
``` Shared understanding of - vision - current status - improvement direction For all 4 dimensions and all products and services across the organization ```
87
“Improve” service value chain activity
Continual improvement of products, services and practices across all value chain activities and the 4 dimensions of service management
88
“Design and Transition” service value chain activity
Products and services meet stakeholder expectations for quality, costs and time-to-market
89
“Obtain/Build” service value chain activity
Service components are available and meet agreed specifications
90
“Engage” service value chain activity
Good understanding of Stakeholder needs, transparency, and continual engagement and good relationships with all stakeholders
91
“Deliver and Support” service value chain activity
Services are delivered and supported according to agreed specifications and stakeholders’ expectations

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