Service Management Flashcards
A set of specialized organizational capabilities for enabling value to customers in the form of services.
Service Management
What is the purpose for ITIL 4 Foundation
ITIL is a framework of best practices that helps organizations align IT Services with their business strategy and customer needs. The goal is to improve the value of IT services by making them more efficient and predictable.
Developing the specialized organizational capabilities for Service Management requires an understanding of?
The nature of value, The nature/scope of the stakeholders involved, and how value creation is enabled through services.
Perceived benefits, usefulness, and importance of something.
Value
How is value created?
Value is co-created through active collaboration between providers and consumers, as well as other organizations that are part of the service relationship.
A person or group of people that have its own functions with responsibilities, authorities, and relationships to achieve its objectives.
Organization
Those to whom services are delivered
Service Consumers
Organizations that deliver services
Service Providers
A person or role who defines requirements for services and takes responsibility for outcomes from service consumption.
Customer
A person or role who uses services
User
A person or role who authorizes the budget for service consumption
Sponsor
Means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks. The services an organization provides are based on one or more of its products.
A Service
A configuration of resources, created by the organization, that will be potentially valuable for their customers.
Product
A description of one or more services designed to address the needs of a target consumer group. - Can be goods, access to resources, or service actions.
Service Offering
Ownership is transferred to the consumer. Consumer takes responsibility for future use.
Goods
