Use LEFT and RIGHT arrow keys to navigate between flashcards;
Use UP and DOWN arrow keys to flip the card;
H to show hint;
A reads text to speech;
10 Cards in this Set
- Front
- Back
|
Definition: ______________________________
The result of carrying out an activity, following a process, or delivering an IT service etc. This term is used to refer to intended results, as well as to actual results. |
Outcome |
|
|
Do you have definition for services? |
Services are a means of delivering value by facilitating outcomes customers want to adhere without the ownerships of specific costs and risks. |
|
|
What would that mean in operations terms. Give me few handles? |
Services facilitate outcome by having a positive effect on activities, objects and tasks, to create conditions for better performance .
As a result the probablity of the desired outcomes is higher. |
|
|
But without the ownership and the risks? Customers cannot wish them away. |
NO, they cannot, but what they can do is let the provider take the ownership. That's why it is a service.
If customers manage it all by themselves, they would not need a service, would they? |
|
|
Aha! Because the provider is specialized with capabilities for dealing with those costs and the risks. |
Yes! And the customer would rather specialize in those outcomes. |
|
|
And also the provider can potentially spread those costs and risks across more than one customer. |
That is why we have a book on Service Managment. |
|
|
Definition: ________________________
A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. |
Service |
|
|
Definition: ________________________
A service provided by an ________________ provider.
It is made up of a combination of information technology, people and processes. A customer-facing __________ directly supports the business processes of one or more customers and its service level targets should be defined in a service level agreement.
Other ____________, called ________________, are not directly used by the business but are required by the service provider to deliver customer-facing services. |
IT Service Supporting Services are not directly......... |
|
|
_________________ is helpful in understanding how this happens, and how a service provider can adapt its services to meet the changing customer environment. |
ITIL Service Strategy |
|
|
Services can be discussed in terms of how they relate to one another and their customers, and can be classified as _______, ____________, or _______________. |
core enabling enhancing |
