Service Catalog Module_4 Flashcards
4 parts of the Service Definition overview:
1 Discover the desired ________
2 Identify business processes and _______
3 Identify supporting IT systems
4 Agree on a service definition
1 outcome
2 deliverables
3 Identify supporting IT systems
4 Agree on a service definition
Steps for defining a service
- ___________
- Plan interviews
- Conduct ________ and collect data
- Analyst/collate findings and create service _______
- Create ________ offerings
- Establish service cost and ________
- Prepare
- Plan interviews
- Conduct interviews and collect data
- Analyst/collate findings and create service descriptions
- Create service offerings
- Establish service cost and price
True or false: Defining your services is a project
True
What happens during the prepare step (defining services)
1 Determine _______
2 Identify and _______ required activities
3. Identify ______ resources
4. Find an organization chart
1 Determine scope
2 Identify and document required activities
3. Identify necessary resources
4. Find an organization chart
True or false: The following resources might be necessary when completing the planning stage of defining a service:
- Project lead/manager
- Service catalog process owners
- Service level process owners
- Service catalog process managers
5 Service level process managers - Service owners
True
5 parts to planning interviews for defining services
- Identify major _______ areas in scope
- Identify process ______ groups
3 Identify ______ representatives - Develop an interview ________
- Plan and schedule ______
- Identify major business areas in scope
- Identify process work groups
3 Identify business representatives - Develop an interview instrument
- Plan and schedule interviews
Example interview question:
What ______/______are undertaken by the business function?
processes/activities
Example Interview Question:
What are the outcomes or _________ achieved by each
process/activity?
deliverables
Example Interview Question: What _______/________ are
used in these processes/activities?
IT Systems/applications
Example Interview Question: Which system/application features,
________, or attributes are used.
functions
Example Interview Question:
How would the customer describe _________ in the process/activity?
Success
Example Interview Question:
What is the _________ to the business if the system/ application is
not available
risk
Components of a Sample Interview Instrument:
Customer Business/Customer Overview:
- The name of t_______ business/customer area and the associated major organizational group
- A b____ description of the business/customer area
The name of target business/customer area and the associated major organizational
group
A brief description of the business/customer area
Components of a Sample Interview Instrument
The supporting processes and Measures of Success includes the following information:
- ____-level descriptions of the major business/customer processes
- Outcome or __________ for each process
- A description of the key success measures used by the business/customer to measure and monitor the processes ______ and deliverables
- High-level descriptions of the major business/customer processes
- Outcome or deliverable for each process
- A description of the key success measures used by the business/customer to measure and monitor the processes outcomes and deliverables
Components of a Sample Interview Instrument
Which section includes the following information:
- Name the IT system(s)/application(s) used by the business/customer to perform the
process to create the outcome or deliverable - Describe the function (utility) performed by the IT system or application supporting a
specific process outcome or deliverable
IT Utility
Components of a Sample Interview Instrument
The service name and description section captures the following information:
- Document a label (________) capturing the nature of the service provided to the business/customer
- Describe the ‘______ to______’ service currently in use or required by the business/customer
- Document a label (short name) capturing the nature of the service provided to the
business/customer - Describe the ‘end-to-end’ service currently in use or required by the business/customer
Components of a Sample Interview Instrument
The Service Requirements sections captures the following information:
- Any specific utility and warranty requirements, in ________terms, that the business/customer has for the service (e.g., functionality, service hours, security, service availability, throughput, recovery, etc.
business
Components of a Sample Interview Instrument
The Service Success Metric section captures the following information:
- Describe at least ______ ‘business-defined success’ measurement for the service that
supports successful outcomes or deliverables of the business process
- one
Components of a Sample Interview Instrument
The Underpinning/Supporting services captures the following information
- The ____________ services necessary to deliver the service and meet service requirements
- Underpinning
Name the sections of a sample interview instrument
1 Customer Business Overview 2 Supporting processes and \_\_\_\_\_\_\_\_\_ of success 3 IT Utility 4 Service Name and \_\_\_\_\_\_\_\_ 5 Service requirements 6 Service Success \_\_\_\_\_\_\_ 7 \_\_\_\_\_\_\_\_/Supporting Services
1 Customer Business Overview 2 Supporting processes and measures of success 3 IT Utility 4 Service Name and Description 5 Service requirements 6 Service Success Metrics 7 Underpinning/Supporting Services
The ______ of the conducting interviews is to clearly identify and document business processes, their outcomes, the supporting IT utility, and business-defined success measures.
goal
Explain the interview process:
- Interview key customer/user leaders
- Use service teams of 2-3 people to conduct the interview
- Document the results in an interview instrument.
Two characteristics should an interview team have?
- A demonstrated capability to ________ structured interviews
- An understanding of the business and technology _______
- A demonstrated capability to conduct structured interviews
- An understanding of the business and technology arenas.
What are the steps to Analyze/Collate Findings and Create Service Descriptions?
- Identify ________ used, and describe
what each is doing to support business
outcomes. - Distill this down to a _______description
- ________ like-kind services and condense them into a single description
- Combine _______ if necessary
- Map the IT service list to ______ processes
- Map the IT service list to IT ________ and key components,
Identify applications used, and describe
what each is doing to support business
outcomes.
Distill this down to a short description
Group like-kind services and condense them into a single description
Combine services if necessary
Map the IT service list to business processes
Map the IT service list to IT systems and key components,
How do you create a service offering:
- Assign the role of service ________ for each service
2 Use the previously defined services as ingredients to create compelling offerings that customers want to _____. - Fully name and describe offerings in terms of the business value, benefits, and _______ provided.
- Identify the differentiating characteristics and ______
- Agree to default service levels and service level options.
6 Establish an offering price and utilization measures - Determine business-focused performance metrics.
8 Document the appropriate supporting services.
- Assign the role of service owner for each service
2 Using the previously defined services as ingredients, create
compelling offerings that customers want to buy. - Fully name and describe offerings in terms of the business value, benefits, and outcomes provided.
- Identify the differentiating characteristics and attributes.
- Agree to default service levels and service level options.
6 Establish an offering price and utilization measures - Determine business-focused performance metrics.
8 Document the appropriate supporting services.
Elements of a service offering (good, access to resource, service action):
- Benefit - _______ delivered to the customer
- Service level - acceptable ______ level options
- Costs/Entitlements/Constraints - details related to requesting and provisioning.
- Benefit - value delivered to the customer
- Service level - acceptable service level options
- Costs/Entitlements/Constraints - details related to requesting and provisioning.
A supporting IT service should be a visible and linked component to a service offering when:
- Its cost is a meaningful percentage of the offering cost
- Its cost is variable or optional and impacts service delivery
- The surfacing of the supporting service addresses a frequent
question or common concern of the customer - The supporting service is required by _______ regulation, or compliance
- An alternative offering includes it
- It will help to explain differentiation from a competitor
- law
