The Four Dimensions of Service Management Flashcards
the ability of an IT service or other configuration item to perform its agreed function when required.
availability
a model for enabling on-demand network access to a shared pool of configurable computing resources that can be rapidly provided with minimal management effort or provider interaction.
cloud computing
the practice of aligning an organization’s practices and services with changing business needs through the ongoing identification and improvement of all elements involved in the effective management of products and services.
continual improvement practice
a set of values that is shared by a group of people, including expectations about how people should behave, ideas, beliefs, and practices.
culture
the movement of any service component into any environment
deployement
an organizational culture that aims to improve the flow of value to customers. DevOps focuses on culture, automation, Lean, measurement, and sharing.
DevOps
one of the four dimensions of service management. It includes the information and knowledge used to deliver services, and the information and technologies used to manage all aspects of the service value system.
information and technology
the routine running and management of an activity, product, service, or other configuration item.
operations
a person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives
organization
one of the four dimensions of service management. It ensures that the way an organization is structured and managed, as well as its roles, responsibilities, and systems of authority and communication, is well defined and supports its overall strategy and operating model.
organizations and people
a tangible or intangible deliverable of an activity
output
one of the four dimensions of service management. It encompasses the relationships an organization has with other organizations that are involved in the design, development, deployment, delivery, support, and/or continual improvement of services.
partners and suppliers
a set of organizational resources designed for performing work or accomplishing an objective
practice
a documented way to carry out an activity or a process
procedure
a configuration of on organization’s resources designed to offer value for a customer
product
the ability of a product, service, or other configuration item to perform its intended function for a specified period of time or number of cycles.
reliability
personnel, material, finance, or other entity that is required for the execution of an activity or the achievement of an objective. Resources used by an organization may be owned by the organization or used according to an agreement with the resource owner.
resource
a possible event that could cause harm or loss or make it more difficult to achieve objectives. Can also be defined as uncertainty of outcome, and can be used own the context of measuring the probability of positive outcomes as well as negative outcomes.
risk
activities performed by an organization to consume services. It includes the management of the consumer’s resources needed to use the service, service actions performed by users, and the receiving (acquiring) of goods (if required).
service consumption
the practice of ensuring that service availability and performance are maintained at a sufficient level in the event of a disaster.
service continuity management practices
a set of specialized organizations capabilities for enabling value for customers in the form of services
service management
a role performed by an organization in a service relationship to provide services to consumers
service provider
a person or organization that has an interest or involvement in an organization, product, service, practice, or other entity
stakeholder
one of the four dimensions of service management. It defines the activities, workflows, controls, and procedures needed to achieve the agreed objectives.
values streams and processes
