Terms & Definitions Flashcards
Value
The perceived benefits, usefulness, and importance of something.
Service Management
A set of specialized organizational capabilities for enabling value for customers in the form of services.
Organization
A person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives.
Can be a single person, a team, a legal entity (company, charity, etc), a government department, public sector body, etc.
Co-creation
The idea that active customer involvement is necessary to offer valuable services. Co-creation focuses on customer experience and interactive relationships.
Service Provider
The organization providing an IT service.
Can be internal to the same organization as the customer or an external organization.
Receive value by funding, loyalty from consumers, further business development, and enhanced reputation.
Stakeholder
A person or organization that has an interest or involvement in an organization, product, service, practice, or other entity.
Service Relationship
A cooperation between a service provider and a service consumer. Include service provision, service consumption, and service relationship management.
Service Consumer
The person or organization that is receiving a service.
Receive value by receiving benefits and optimizing costs and risks.
Customer
The role the defines the requirements for a service and takes responsibility for the outcomes of service consumption.
User
The role that uses services
Sponsor
The role that authorizes budget for service consumption. Can also be used to describe an organization or individual that provides financial or other support for an initiative.
Service
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.
Product
A configuration of an organization’s resources designed to offer value for a consumer.
Output
A tangible or intangible deliverable of an activity
Outcome
A result for a stakeholder enabled by one or more outputs.
How is Value Created?
Value is created when a service has more positive than negative effects.
Negative effects include affected outcomes, costs introduced, and risks introduced.
Positive effects include supported outcomes, costs removed, and risks removed.
Risk
A possible event that could cause harm or loss or make it difficult to achieve objectives. Uncertainty of outcome and can be used in the context of measuring the probability of positive outcomes as well as negative outcomes.
Utility
Describes what a service does (fit for purpose).
The functionality offered by a product or service to meet a particular need.
Warranty
Describes how a service performs (fit for use).
The assurance that a product or service will meet agreed requirements.
What factors contribute to Service Viability?
Cost, Risk, Utility, & Warranty
Service Offerings
A description of one or more services, designed to address the needs of a target consumer group. A service offering may include goods, access to resources, and service actions.
Goods (as it pertains to service offerings)
Ownership is transferred to the consumer who assumes responsibility for future use of the goods
Access to Resources (as it pertains to service offerings)
Ownership is not transferred to the consumer; access is granted or licensed under agreed terms and conditions.
Service Actions (as it pertains to service offerings)
Performed by the provider to address a consumer need; performed IAW the agreement with the customer.
Service Relationships
A cooperation between a service provider and a service consumer. Include service provision, service consumption, and service relationship management.
Service Provision
Activities performed by an organization to provide services.
Includes management of resources configured to deliver the service, access to these resources for users, fulfillment of agreed service actions, service performance management, and continual improvement. It may also include the supply of goods.
Service Consumption
Activities performed by an organization to consume services. This includes the management of the consumer’s resources needed to use the service, service use actions performed by users, and may include receiving (acquiring) goods.
Service Relationship Management
Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings.
Guiding Principle
A recommendation that guides an organization in all circumstances
Waterfall
A development approach that is linear and sequential with distinct objectives for each phase of development.
Agile
An umbrella term for a collection of frameworks and techniques that, together, enable teams and individuals to work in a way that is typified by collaboration, prioritization, iterative, and incremental delivery and time boxing.
Methods (frameworks) that are classified as agile include: SCRUM, Lean, and Kanban.
DevOps
An organizational culture that aims to improve the flor of value to customers. Focuses on culture, automation, lean, measurement, and sharing (CALMS).
The Seven ITIL Guiding Principles
- Focus on Value
- Start Where You Are
- Progress Iteratively with Feedback
- Collaborate and Promote Visibility
- Think and Work Holistically
- Keep it Simple and Practical
- Optimize and Automate
Focus on Value (Guiding Principle)
Everything the organization does should link back, directly or indirectly, to value for itself, its customers, and other stakeholders.
Start Where You Are (Guiding Principle)
Because “Revolution” is more disruptive and can have unforeseen negative consequences than “Evolution,” it is important to assess the current position and see if anything can be reused or built on.
Progress Iteratively with Feedback (Guiding Principle)
Resist the temptation to do everything at once; even huge initiatives must be accomplished iteratively. Organize work into smaller, manageable, sections that can be executed and completed in a timely manner. The focus on each effort will be sharper and easier to maintain.
Collaborate and Promote Visibiltiy (Guiding Principle)
Collaboration - working together toward a shared goal - can help remove silos within organizations, allowing everyone to work together more effectively.
Think and Work Holistically (Guiding Principle)
No Service, practice, process, department, or supplier stands alone. The output that the organization delivers to itself, its customers, and other stakeholders will suffer unless it works in an integrated way to handle its activities as a whole, rather than separate parts. All the organization’s activities should be focused on the delivery of value.
Keep it Simple and Practical (Guiding Principle)
Always use the minimum number of steps to accomplish an objective. Outcome-based thinking should be used to produce practical solutions that deliver valuable outcomes.
Optimize and Automate (Guiding Principle)
Optimization is to make something as effective and useful as it needs to be. Before an activity can be effectively automated, it should be optimized to whatever degree is possible and reasonable.
Automation is the use of technology to perform a step or series of steps correctly and consistently with limited or no human intervention.
The Four Dimensions of Service Management
- Organizations & People
- Information & Technology
- Partners & Suppliers
- Value Streams & Processes
