Terminology Flashcards
A set of specialized organizational capabilities for enabling value for customers in the form
of services
Service Management
The perceived benefits, usefulness and importance of something
Value
A person or a group of people that has its own functions with responsibilities, authorities and relationshops to achieve its objectives
Organization
The role that defines the requirements for a service and takes responsibility for the outcomes of service consumption
Customer
The person who uses services
User
The role authorizing budget for service consumption
Sponsor
A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks
Service
A configuration of an organization’s resources designed to offer Value for a consumer
Product
A formal description of one or more services, designed to address the needs of a target consumer group. It may include goods, access to resources, and service actions
Service offering
A co-operation between a service provider and service consumer. They include service provision, service consumption and xx management.
Service relationship
Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings
Service Relationship Management
Service provision
Activities performed by an organization to provide services
Service consumption
Activities performed by an organization to consume services
Outcome
A result for a stakeholder enabled by one or more outputs
Output
A tangible or intangible deliverable of an activity
Cost
The amount of money spent on a specific activity or resource. Costs can be expressed in non-monetary terms, such as time spent and people allocated
Risk
A possible event that could cause harm or loss, or make it more difficult to achieve objectives
Utility
The functionality offered by a product or service to meet a particular need
Warranty
Assurance that a product or service will meet agreed requirements
Value Stream
A series of steps an organization undertakes to create and deliver products and services to consumers
Process
A set of interrelated or interacting activites that transforms inputs into outputs. X define the sequence of activities and their dependencies
IT asset
Any financially valuable component that can contribute to the delivery of an IT product or service
Configuration Item (CI)
Any component that needs to be managed in order to deliver an IT service
Event
Any change of state that has significance for the management of a service or other configuration items. X X are typically recognized thorough notifications created by an IT service, CI, or monitoring tool.
The addition, modification, or removal of anything that could have a direct or indirect effect on services
Change
Providing information about deployed changes to help manage incidents & problems
Change Schedule
Change authority
Person or group who authorizes a change
Unplanned interruption to a service or reduction in the quality of a service
Incident
Cause ot potential cause of prior, current or future incidents
problem
A Problem that has been analyzed but not resolved
known error
Solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available. Some X reduce the likelihood of incidents
Workaround
A request from a user or a user’s authorized representative that initiates a service action which has been agreed as a normal part of service delivery
Service Request
Documents agreement between a service provider and a customer that identifies both services required and the expected level of service
Service Level Agreement (SLA)
Regular re-assessment of the effectiveness of workarounds
Problem control
Four dimensions of service management
4 perspectives that are critical to the effective and efficient facilitation of value for customers and other stakeholders in the form of products and services.
- Organizations & people
- Information & technology
- Partners & Suppliers
- value streams and processes
Service value system
Describes how all components and activities of the organization work together as a system to enable value creation.
The components for the SVS are:
- Guiding principles
-Governance
-Service value chain
-practices
-continual improvement
A recommendation that guides organizations in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure
Guiding principle
The means by which an organization is directed and controlled
Governance
Service value chain
A set of interconnected activities that an organization performs to deliver a valuable product or service to its consumers and to facilitate value realization
Practice
A set of organizational resources designed for performing work or accomplishing an objective
Continual Improvement
Continual improvement is a recurring organizational activity performed at all levels to ensure that an organization’s performance continually meets stakeholders’ expectations.
Plan
Service Value Chain activity that deals with the purchase of new products
To protect the information needed by the organization to conduct its business.
This includes understanding and managing risks to the confidentiality, integrity, and availability of information, as well as other aspects of information security such as authentication (ensuring someone is who they claim to be) and non-repudiation (ensuring that someone can’t deny that they took an action).
Information security management
To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels.
It includes the identification, analysis, monitoring, and continual improvement of relationships with and between stakeholders.
Relationship Management
To ensure that the organization’s X and their performances are managed appropriately to support the seamless provision of quality products and services.
This includes creating closer, more collaborative relationships with key suppliers to uncover and realize new value and reduce the risk of failure.
Supplier Management
IT Asset management
To plan and manage the full lifecycle of all IT assets, to help the organization:
* maximize value
* control costs
* manage risks
* support decision-making about purchase, re-use, and retirement of assets
* meet regulatory and contractual requirements.
To systematically observe services and service components, and record and report selected changes of state identified as events.
This practice identifies and prioritizes infrastructure, services, business processes, and information security events; it also establishes the appropriate response to those events, and conditions that indicate potential faults or incidents.
Monitoring and event management
To make new and changed services and features available for use.
Release Management
To ensure that accurate and reliable information about the configuration of services, and the CIs that support them, is available when and where it is needed.
This includes information on how CIs are configured and the relationships between them.
service configuration management
To move new or changed hardware, software, documentation, processes, or any other component to live environments.
Deployment management
To align the organization’s practices and services with changing business needs through the ongoing identification and improvement of services, service components, practices, or any element involved in the efficient and effective management of products and services.
Continual improvement (SWOT, balances scorecards)
To maximize the number of successful IT changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule.
Change enablement
To minimize the negative impact of incidents by restoring normal service operation as quickly as possible.
Incident Management
To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
Problem management
Service request management
To support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.
To capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users.
Service desk
To set clear business-based targets for service performance, so that the delivery of a service can be properly assessed, monitored, and managed against these targets.
Service level management
