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18 Cards in this Set
- Front
- Back
- 3rd side (hint)
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IT service |
A service provided by an IT SP. made up of information technology (it), people and processes. |
Not just one thing. |
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Outcome |
Refers to both intended and actual results. |
Planned and unplanned |
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Internal customer-facing service |
IT service that directly supports a business process managed by another business unit. |
Facing what? |
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External customer facing service |
It service that is directly provided to an external customer (ie, web services at an airport) |
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Supporting service |
It service not directly used by the business, but is required by the it service provider to deliver customer-facing services. May also include it services only used by the itsp. |
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Utility |
The functionality offered by a product or service to meet a particular need. |
"what the service does" is it FIT FOR PURPOSE? |
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Warranty |
The assurance that a product or service will meet its agreed requirements. May be an SLA or contract, or a marketing message or brand image. |
Is it available when needed? "how the service is delivered" Is it FIT FOR USE? |
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Resources |
Assets of an organization. |
TANGIBLE. (capital, infrastructure, applications, information, people) |
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Capabilities |
Ability of a service org, person, process, application, IT service or other CI to carry out an activity. |
INTANGIBLE assets. (management, organization, processes, knowledge, people) |
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Service management |
A set of specialized organizations capabilities for providing value to customers in the form of services. |
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IT service management (ITSM) |
The implementation and management of quality IT services that meet the needs of the business. Performed by IT SP through appropriate mix of people, processes and Info Technology. |
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Process |
Structured set of activities designed to accomplish a specific objective. Must be measurable, have specific results, customers to deliver service to, should be traceable to a specific trigger. |
Inputs to outputs. |
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Function |
A team or group of people and the tools or other resources they use to carry out one or more processes or activities. |
I. E., the service desk |
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RACI |
Service management matrix defining roles and responsibilities in relation to processes and activities. |
Responsible Accountable Consulted Informed |
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Sources for best practice |
Standards Public framework Industry practices Academic research Training and education Internal experience |
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Purpose of service strategy |
To define the perspective, position, plans and patterns that a SP needs to execute in order to meet and organization's business outcomes. |
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Service portfolio |
The complete set of services that are managed by a service provider - past, present, and future. |
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Service catalog |
A database or structured document (within the portfolio) with information about all live IT services, including those available for deployment. Part of the service portfolio and contains both customer - facing services and supporting services. |
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