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ITIL - Service Management > Service Strategy > Flashcards

Service Strategy Flashcards

1
Q

What is the purpose of Service Strategy?

A

To defined what a service provider needs to do to support its customer.
Establish direction and guiding principles for activities across ITIL service lifecycle.

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2
Q

What’s the 4 P:s within Service Strategy?

A

Perspective, position, planning and patterns.

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3
Q

What’s the objectives of Service Strategy?

A

Understanding what stategy, service are and how value is created.

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4
Q

What’s the scope of Service Strategy?

A

Defining a strategy for how the service provider will deliver services that meet customer needs. And defining strategy for ongoing management services.

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5
Q

What’s the value of Service Strategy?

A

Offer services that meet business needs.
Offer the services in a timely way.
Demonstrate ROI
Link IT activities and assets to business outcomes to show value.

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6
Q

What is risk analysis?

A

The process of understanding the impact and probability of risk through qulitative analysis.

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7
Q

What’s risk management?

A

The process responsible for identifying, assessing and controlling risks.

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8
Q

What is the customers perception of value influenced by?

A

The attributes of the service delivered.
The customers present and prior experience with similar attributes. Relative capability of the providers competitors. The customers self-image and position in the market.

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9
Q

Are resources or capabilities most easily acquired?

A

Resources are direct inpunts to production and are most easily acquired.
Capabilities are harder to aquire and are based on expierence of contracts, customers, people, tools and processes.

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10
Q

Give examples of capabilities

A

Management, Organization, Processes, Knowledge, People (skills etc)

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11
Q

Give examples of resources

A

Financial capital, infrastructure, applications, information, people (number of employees)

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12
Q

What’s the purpose of Service Portfolio Management?

A

To make sure a service provider has the right mix of services to meet customer requirements.

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13
Q

What are the objectives of Service Portfolio Management?

A

Maintaining a definitive portfolio of services. Controlling what services are offered and when. Tracking service investment and ROI.

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14
Q

What’s the scope of Service Portfolio Management?

A

It includes all services, whether planned, live or in development. Services are linked to business outcome and retired when they no longer deliver value.

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15
Q

Who is the process owner of Service Portfolio Management?

A

The Service Portfolio Manager.

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16
Q

What’s the four main phases of Service Portfolio Management?

A

Define, Analyze, Approve and Charter.

17
Q

What does the Service Portfolio include?

A

It includes the full set of activities managed by a service provider, including service pipeline, service catalogue and retired services.

18
Q

What’s the service pipeline?

A

The section of the portfolio that contains services that are being developed and conceptual services. It is not visual to customers.

19
Q

What’s the service catalogue?

A

The section of the portfolio that contains services that are live and visible to customers. It is managed by the Service Catalogue Management during Service Design.

20
Q

What are retired services?

A

The section of the portfolio that contains services that’s retired and are no lnger available to the customer.

21
Q

What’s the purpose of Financial Management for IT services (FMITS)?

A
  • To secure appropriate level of funding in delivering IT services that support strategy.
  • To ensure IT service provider does not commit to services that cannot be delivered.
  • To identify there’s a balance between cost, quality, supply and demand.
22
Q

What’s the scope of Financial Management for IT services (FMITS)?

A

Control and manage the overall IT budget.

Monitoring targets of expenses and billing customers for services. Make forecast of expenditures to omptimize costs.

23
Q

What’s the three main processes in FMITS?

A

Budgeting: predicts and controls income and expenditure for the financial period.
Accounting: tracks how money is spent during the financial period.
Charging: bills customers for services provided.

24
Q

Who is the process owner of Financial Managment of IT Services (FMITS)?

A

Financial Manager.

25
Q

What is a business case and what does it include?

A

A business case are used to justify investments in new or changed services. It includes:

  • Introduction
  • Methods
  • Business impacts of proposed action
  • Risk and contingencies
  • Recommendations
26
Q

What’s the purpose of Demand Management?

A

Analyze and track the activity patterns of the business processes to predict demand for services.

27
Q

What’s the three demand management techniques?

A

Off-peak pricing, volume discount and differentiated service levels.

28
Q

What’s the objective of Demand management?

A

Optimize services to suit demand patterns. Adjust allocation of resources and scheduling. Identify opportunities to consolidate demands.

29
Q

What’s the purpose of Strategy Management for IT services (SMITS)?

A

It’s the proces that defines and maintains the perspective, plans and patterns of a service provider. Makes sure that the service provider can meet customers needs.

30
Q

What’s the objectives of Strategy Management for IT Services?

A
  • Understand potential opportunities
  • Indentifying constraints
  • Understand how strategy needs to change over time
  • Produce and maintain plans, policies and documents within strategy.
31
Q

Who is the process owner of SMITS?

A

Service Strategy Manager.

32
Q

What’s the purpose of Business Relationship Management Process (BRM)?

A

Establish and maintain the customer/service provider relationship.
Identify current and future customer needs and make sure they are met.

33
Q

What’s the scope of Business Relationship Management (BRM)?

A

Focus on achieving end-business outcomes and success. Customer satisfaction and focus on customers. Focus on required utility and warranty.

ITIL - Service Management (7 decks)

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