Service Management Flashcards
Services
- Means of enabling value co-creation by facilitating outcomes that customers want to achieve,
- Without that customer having to manage specific costs and risks
Service Management
A set of specialized organizational capabilities for enabling value to customers in the form of services
ITSM
IT Service Management
What are the key components of ITIL 4 Framework
- ITIL Service Value System
- Four dimensions model
ITIL4 provides
Orgs with a comprehensive framework for IT service Management
Governance
Means by which an org is directed and controlled
Value
- The perceived benefits, usefulness, and importance of something
- Outcome of SVS
Product
Config of resources created by the org that will be potentially valuable for its customers
Service Offering
Description of one or more services designed to address the needs of a target consumer group
Goods
- Things that are transferred from the service provider to the consumer
- The consumer is responsible for their future use.
Access to resources
Access to resources are granted or licensed to a consumer under agreed terms and conditions
Service Action
Actions performed to address a consumer’s needs
Service Relationship
- Cooperation between a service provider and consumer
- Including service provision, service consumption, and service relationship management
Service Provision
Activities performed by an org to provide services
Service Consumption
Activities performed by an org to consume services
