Service Strategy

Question 0

What is a strategy?

Answer 0

Strategies are delivering services that meet customer’s business outcome and managing the services

Question 1

What is service strategy?

Answer 1

Service strategy defines the perspective position plans and patterns of the service provider must execute to meet an organizations business outcomes.

Question 2

Outcome

Answer 2

Result

Question 3

Output

Answer 3

Deliverable

Question 4

What is utility

Answer 4

Functionality offered by product or service to meet a particular need

Question 5

What is warranty

Answer 5

Service is available as needed with required capacity, continuity and security

Question 6

Service portfolio

Answer 6

Complete set of services manage by a service provider

Question 7

Service pipeline

Answer 7

Services being considered or in development

Question 8

Services catalog

Answer 8

Services that are live or available for deployment

Question 9

Business case

Answer 9

Decision support and planning tool that projects the likely consequences quantitative or qualitative of a business action. It is used to justify a significant change

Question 10

Risk

Answer 10

Possible event that could cause harm lost or missed objective

Question 11

Return on investment

Answer 11

Difference between benefit achieved and cost to achieve

Question 12

Pattern of business activity

Answer 12

A workload profile of one or more business activities

Question 13

Outcome

Answer 13

Intended or actual result of an activity, process or IT service

Question 14

What does utility determine

Answer 14

Fit for purpose

Question 15

What does warranty determine

Answer 15

Fit for use

Question 16

What is value composition

Answer 16

The value of a service is only delivered when both utility and warranty are designed and delivered

Question 17

Components of utility

Answer 17

Performance supported or constraints removed

Question 18

Components of warranty

Answer 18

Available enough, capacity enough, continuous enough, and secure enough

Question 19

Value creation

Answer 19

Is highly dependent on preferences and perceptions

Question 20

What are the service strategy processes

Answer 20

Service portfolio management, financial management, demand management, business relationship management and strategy management

Question 21

What is service portfolio management

Answer 21

Service portfolio management ensures the service provider has the right next of services to balance the investment in IT with the ability to meet business outcomes

Question 22

What does service portfolio include

Answer 22

The service catalog, service pipeline, and retired services

Question 23

What is financial management

Answer 23

Financial management secures the level of funding needed to design develop and deliver services that meet the organizations strategy

Question 24

What are the components for financial management

Answer 24

Budgeting, accounting, and charging.

Question 25

What is demand management

Answer 25

Demand management understands anticipates and influences customer demand for services

Question 26

What is business relationship management

Answer 26

Business relationship management establishes and maintains a business relationship between service provider and customer and identifies customer needs and ensure service providers able to meet those needs

Question 27

What does the business relationship management focus on

Answer 27

Business relationship management focuses on the relationship between the service provider and its customers and the customers level of satisfaction

Question 28

How are the outputs for service strategy used

Answer 28

They are used as inputs for service design and continual service improvement.