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
Ownership is not transferred to the consumer. Access is granted/licensed under agreed terms/conditions.
Access to Resources
Performed by the provider to address a consumer need. Performed according to agreement with the customer.
Service Actions
A cooperation b/t Service Provider and Service Consumer that includes Service Provisioning, Service Consumption, Service Relationship Management
Service Relationships
Consists of activities performed by a service provider to provide services
Service Provisioning
Consists of activities performed by a service consumer to consume services
Service Consumption
Consists of 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
Management of provider resources configured to deliver the service. Provision of access to resources for users. Fulfillment of the agreed service actions. Service performance management and continual improvement.
Service Provisioning
Management of the consumer resources needed to consume the service. Utilization of the provider’s resources. Requesting of service actions to fulfill. Receipt of or acquiring of goods.
Service Consumption
What does service facilitate?
Outcomes
Tangible or intangible deliverable of an activity. Examples: report, Bill (of a consumed service), Emails sent (using an email service).
Output
A result for a stakeholder enabled by one or more outputs. Example: Being able to get to a destination in time for a meeting (outcome of using a smartphone enabled travel service) or Being able to collaborate w/ remote coworkers (outcome of using an email service).
Outcome
The amount of money spend on a specific activity or resource
Costs
Possible events that could cause harm or loss, or make it more difficult to achieve objectives.
Risks
- Actively participating in the definition of requirements of the service and clarification of its required outcomes. 2. Clearly communicating the critical success factors and constraints that apply to the service. 3. Ensuring the provider has access to the necessary resources of the consumer throughout the service relationship.
Customers contribution to reduce risks.
Functionality offered by a product or service to meet a particular need. What the service does. Requires that a service support the performance of the consumer or remove constraints from the consumer.
Utility
Fit for purpose
Utility
Assurance that a product or service will meet agreed upon requirements. How the service performs. Addresses areas such as availability, capacity, security levels, and continuity.
Warranty
Fit for Use
Warranty
