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Scm > Service > Flashcards

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
Q

Practices

A

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

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26
Q

Continual improvement

A

A recurring organizational activity performed at all levels to ensure that an organization‘s performance continually meets stakeholders‘ expectations.

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27
Q

The role that defines the requirements for a service and takes responsibility for the outcomes of service consumption

A

Customer

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28
Q

Customer

A

The role that defines the requirements for a service and takes responsibility for the outcomes of service consumption

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29
Q

User

A

Role that uses services

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30
Q

Role that uses services

A

User

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31
Q

Sponsor

A

The role that authorizes budget for service consumption

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32
Q

The role that authorizes budget for service consumption

A

Sponsor

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33
Q

Cost

A

Amount of money spent on a specific activity or resource

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34
Q

Amount of money spent on a specific activity or resource

A

Cost

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35
Q

What are the costs from customer perspective ?

A

Costs imposed by the service - cost of consumption

Costs removed by the service - value proposition

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36
Q

Organization

A

A person or a group of people that has its own functions with responsibilities, authorities and relationships to achieve its objectives.

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37
Q

A person or a group of people that has its own functions with responsibilities, authorities and relationships to achieve its objectives.

A

Organization

38
Q

Perceived benefit, usefulness and importance of something

A

Value

39
Q

Value

A

Perceived benefit, usefulness and importance of something

40
Q

Outcome

A

Result for stakeholder enabled by one or more outputs

41
Q

Result for stakeholder enabled by one or more outputs

A

Outcome

42
Q

Output

A

Tangible or intangible deliverable of an activity

43
Q

Tangible or intangible deliverable of an activity

A

Output

44
Q

Risk

A

A possible event that could cause harm or loss, or make it more difficult to achieve objectives

45
Q

A possible event that could cause harm or loss, or make it more difficult to achieve objectives

A

Risk

46
Q

Service Offering

A

A description of one or more services, designed to address the needs of a target consumer group.

47
Q

Service Relationship

A

Cooperation between a service provider and service consumer. Includes service provision, service consumption and service relationship management.

48
Q

A description of one or more services, designed to address the needs of a target consumer group.

A

Service Offering

49
Q

Cooperation between a service provider and service consumer. Includes service provision, service consumption and service relationship management.

A

Service Relationship

50
Q

Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings.

A

Service Relationship Management

51
Q

Service Relationship Management

A

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
Q

Service Provision

A

Activities performed by an organization to provide services.

53
Q

Activities performed by an organization to provide services.

A

Service Provision

54
Q

Activities performed by an organization to consume services.

A

Service Consumption

55
Q

Service Consumption

A

Activities performed by an organization to consume services.

56
Q

What is the danger of an over-reliance on data analytics and reporting

A

over-reliance on data analytics and reporting can unintentionally introduce biases and risks in decision-making

57
Q

What is the first step in focusing on value?

A

Knowing who is being served. The service provider must know who the service consumer is.

58
Q

List all guiding principles

A
  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
Q

Value Stream

A

A series of steps an organization undertakes to create and deliver products and services to consumers

60
Q

Service value chain activities

A
  1. Plan
  2. Improve
  3. Engage
  4. Design and Transition
  5. Obtain/Build
  6. Deliver and Support
61
Q

Incident management

A

Minimize the negative impact of incidents by restoring normal service operation as quickly as possible

62
Q

Minimize the negative impact of incidents by restoring normal service operation as quickly as possible

A

Incident management

63
Q

Every incident is:

A
  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
Q

Problem management

A

Reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.

65
Q

Problem

A

A cause, or potential cause of, of one or more incidents

66
Q

Known Error

A

A problem that has been analyzed and has not been resolved

67
Q

Incident

A

An unplanned interruption to a service, or reduction in the quality of a service

68
Q

Phases of problem management

A
  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
Q

Event

A

Any change of state that has significance for the management of a CI (configuration item) or IT service.

70
Q

Monitoring and event management

A

Systematically observe services and service components, and record and report selected changes of state identified as events

71
Q

Configuration Item

A

Any component that needs to be managed in order to deliver an IT service

72
Q

Which guiding principle is this - comprehend the whole but do something ?

A

Progress iteratively with feedback

73
Q

The ecosystem is constantly changing so ________ is essential

A

Feedback

Progress iteratively with feedback guiding principle

74
Q

Fast does not mean incomplete - MVP

A

Progress iteratively with feedback guiding principle

75
Q

What is key to thinking and working holistically?

A

Collaboration

76
Q

Think and Work holistically guiding principle

A
  • 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
Q

What can facilitate thinking and working holistically?

A

Automation

78
Q

Which guiding principle explains poor decision making and what causes it?

A

Collaborate and promote visibility guiding principle.

Poor visibility of work leads to poor decision making.

79
Q

Collaborate and promote visibility

A
  • Collaboration does not mean consensus
  • communicate in a way audience can hear
  • decisions can be made only on visible data
80
Q

Keep it simple and practical guiding principle

A
  • 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
Q

Optimize and automate guiding principle

A
  • optimize before automate
  • define metrics — baseline and measures of achievements
  • use the other guiding principles when using this one
82
Q

What is the bet route to quick wins?

A

Simplicity

83
Q

___________ is the ultimate sophistication

A

Simplicity

84
Q

Which guiding principle recommends using the other guiding principles?

A

Optimize and then automate

85
Q

Service value chain activities

A 
Plan
Improve
Engage
Design and Transition
Obtain/Build
Deliver and support
86
Q

“Plan” service value chain activity

A 
Shared understanding of 
- vision
- current status
- improvement direction
For all 4 dimensions and all products and services across the organization
87
Q

“Improve” service value chain activity

A

Continual improvement of products, services and practices across all value chain activities and the 4 dimensions of service management

88
Q

“Design and Transition” service value chain activity

A

Products and services meet stakeholder expectations for quality, costs and time-to-market

89
Q

“Obtain/Build” service value chain activity

A

Service components are available and meet agreed specifications

90
Q

“Engage” service value chain activity

A

Good understanding of Stakeholder needs, transparency, and continual engagement and good relationships with all stakeholders

91
Q

“Deliver and Support” service value chain activity

A

Services are delivered and supported according to agreed specifications and stakeholders’ expectations

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