Service Management Terms Flashcards
Asset
Things that an organization has that allow them to achieve their objectives. Assets fall into 2 categories: Capabilities and Resources.
Customer Asset
The Customer combines their Assets with the Services to generate Business Services, which they then deliver to THEIR customers.
Service Provider Asset
The Service Provider uses their Assets to provide Services to the Customer.
Best Practice
Mechanisms that have been proven to work in multiple environments.
Internal Customers
Ones who work for the same business as the Service Provider.
External Customers
Ones who work for a different business from the Service Provider.
Function
A team or group of people and the tools and other resources they use to carry out one or more processes or activities.
Governance
Ensuring you are doing the right things.
Outcome
The need for outcomes is why people buy services.
Process
A structured set of Activities designed to accomplish a specific Objective. Anything within the Service Provider that supports all Services.
Customer
A person or group who buys a service, with whom you agree on the Service Levels and Price and to whom you report to regularly on Service Level Achievement.
Process Manager
Aids process owner in process design, manages day-to-day process activities, trains and assigns practitioners, gathers and reports on metrics, tracks compliance and escalates issues, and identifies improvement opportunities.
Process Practitioner
Execute process activities, understand the contribution of their role, drive process efficiency, ensure process inputs, outputs, and interfaces meet specifications, and keep work records.
Process Owner
Concerned with process governance, not process management. Accountable for the process, ensures the process is documented, ensures consistency, resolves issues, and champions improvement projects.
RACI
A way of documenting Roles and Responsibilities for a process. Responsible Accountable Consulted Informed
Service
A means of delivering value to customers by facilitating the outcomes that Customers want to achieve without the ownership of specific costs and risks.
External Services
Delivered to External Customers, produce value directly for the business.
Internal Services
Delivered to Internal Customers, value occurs only as they contribute to External Customers.
Service Lifecycle
5 phases: Service Strategy Service Design Service Transition Service Operation Continual Service Improvement
Service Stategy
What you are going to be when you grow up. Where you decide on what services you are going to have, which to enhance, maintain, or retire.
Service Design
Where you firm up the specification for services and get agreement from customers, the people who have to build them, and the people who will have to run them that it is doable.
Service Transition
Where Designs are made real, are introduced in to the Customer’s worlds and introduced in to your Operation world.
Service Operation
Where the services are managed on a day-to-day basis.
Continual Service Improvement
Where your whole portfolio of services is tuned for effectiveness and efficiency.
Core Service
Key to what a customer expects to achieve from the Service
Enabling Service
Needed for Core Services to perform well, customer would not want them without Core Services.
Enhancing Service
Distinguishing features, often quickly become part of Core Services.
Service Management
A set of specialized organizational capabilities for providing value to Customers in the form of Services.
Service Owner
has end-to-end Accountability for a Service, understand the service from a customer viewpoint.
Service Provider Type I
Internal Service Provider
Service Provider Type II
Shared Services Unit
Service Provider Type III
External Service Provider
Stakeholder
People or groups who have a vested interest in something. Can include customers, practitioners, suppliers, owners, regulators.
Supplier
Third Parties that supply key components of the Service to the Service provider.
User
Who the Service Provider delivers the Service to and who use it to achieve outcomes they want
Utility
What the Service Delivers:
Fit for Purpose, functionality
Warranty
How it will be delivered:
Fit for Use, will it be there when I need it?, can I trust it with my data?
Availability
The assurance that information will be accessible to those authorized when it is intended for them to have that ability.
Availability Management
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Business Impact Analysis
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Capacity Management
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Business Capacity Mgt.
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