Service Portfolio & Financial Management Flashcards
What are the components of a service portfolio?
Retired (past services)
Catalogue (current services)
Pipeline (future proposals)
What are the 3 processes in financial management?
Budgeting
Accounting (for how company spends)
Charging
How do you calculate ROI?
ROI = Profit/Cost
What is a business case?
Each service in service portfolio should have a business case for why the service is required
What are the components for making a business case?
Intro Methods and assumptions Business Impacts Risks & Contingencies Recommendations
What is BRM?
Business Relationship Management
strategy phase
What is SDP?
Service Design Package
Design phase output
What components are involved with creating/ammending an SDP?
Service Tools Architecture (existing solution used?) Processes Measuring (effectiveness)
What is business/customer catalogue view vs technical/supporting service catalogue view?
Supporting service (dependencies) used by the provider as part of delivering a service to the business 2 view catalogue
What is a 3 view catalog?
Catalog created by grouping types of customers together
What is the incident response function called in ITIL?
Service Desk
What is SLR and SLA in BRM?
Service Level Requirement
Service Level Agreement
What is an OLA?
Operational Level Agreement between service provider and entities within company
(network engineers, pentest engineers)
What is a UC?
Underpinning Contract
Between service provider and external service providers
What is SIP?
Service Improvement Plan
