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15 Cards in this Set
- Front
- Back
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Service
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Means of delivering value to customers without requiring the customer to own specific costs and risks
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Service Management
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Set of specialized capabilities for delivering value to customers in the form of services
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ITIL
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Framework for IT Service management
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Good Practices
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Best practices which have gained wide acceptance and adoption.
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Good Practices Sources
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Standards
Public Frameworks Academic Resources Proprietary Knowledge |
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Core of ITIL
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Service Lifecycle
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Service LIfecycle
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Consists of Five phases
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Five Phases of Service Lifecycle
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Service Strategy
Service Design Service Operation Service Transition Continual Service Improvement |
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Organizes activity around services as they move from concept to live environment to retirement
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Service LIfecycle
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Structured Sets of Activities designed to achieve a specific objective
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Processes
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Four Basic Characteristics of Processes
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1. Transform inputs into outputs
2. Deliver results to a specific customer or stakeholder 3. Are measurable 4. Triggered by specific events |
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Process Control Contains
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Polices
Ownership Documentation Review programs |
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The Process Itself Contains
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Process Steps
Procedures Work instructions roles Triggers Metrics Inputs and Outputs |
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Process Enablers contain
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Resource and Capabilities
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Service Strategy Processes
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Service Strategy
Service Portfolio Management Demand Management Financial Management |
