Service Management basics Flashcards
Definition of risk
A possible event that could cause harm or loss, or make it more difficult to achieve objectives.
Also defined as uncertainty of outcome.
It can be used for measuring the probability of positive outcomes as well as negative outcomes.
Definition of risk assessment
The activity to identify, analyze, and evaluate risks.
To have utility, what a service must do?
a) must support the performance of the consumer.
b) Must remove constrains from the consumer.
Many services do both.
To have warranty, what a service must do?
Must give an acceptable level of assurance or warranty that the defined and agreed conditions are met.
What is control?
Managing the risk, ensuring that the business objective is achieved, or that a process is followed.
Definition of monitoring
Repeated observation of a system, service, practice or other entity in order to detect events and to make sure that the current status is known.
What does compliance ensure?
Ensure that standards or guidelines are followed.
It that there are proper and consistent accounting or practices.
Definition of measurement and reporting practice
The practice of supporting good decision-making and continual improvement by reducing the level of uncertainty.
Definition of policy
Formally documented management expectations and intentions. A policy is used to direct decisions and activities.
Definition of management system
It refers to integrated and interacting elements;
That establish policy and objectives
+ enable the achievement of those objectives
