Service Strategy

Question 1

the practice of formulating the goals of an organization and adopting the courses of action and allocation of resources necessary for achieving those goals.

Answer 1

strategy management

Question 2

a complete set of products and services that are managed throughout their lifecycles by an organization

Answer 2

service portfolio

Question 3

the processes responsible for managing an IT service provider’s budgeting, accounting, and charging requirements

Answer 3

financial management

Question 4

to understand, anticipate and influence customer demand for services. Works with Capacity Management to ensure that the service provider has sufficient capacity to meet the required demand.

Answer 4

demand management

Question 5

the process responsible for maintaining a positive relationship with customers. The business relationship manager’s focus is strategic, ensuring that IT will deliver what is required by the business strategy.

Answer 5

Business Relationship Management (BRM)

Question 6

the functionality offered by a product or service to meet a particular need. It can be summarized as “what the service does” and can be used to determine whether a service is fit for purpose. A service must either support the performance of the consumer or remove constraints from the consumer. Many service do both.

Answer 6

utility