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23 Cards in this Set
- Front
- Back
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The Four P's
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People
Processes Products/Technology Partners/Suppliers |
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Service Design Package (SDP)
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Created during desing phase
produced for: each new service major changes to a service removal of a service chagnes ot the service design package |
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Service Design: Five Major Aspects
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service solution
service managment systems and tools technology architerctures processes to deliver services mesuarment of systems |
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RACI
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Authority Matrix used to indicate roles
Responsible Accountable Consulated Informed |
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Service
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means of delivering value to customers
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Utility
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What the customer gets
Fit for purpose? |
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Warranty
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How the service is delivered to the customer
Fit for use? |
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Utility & Warranty=
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Value
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Service Assets
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resources & capabilites available to the service provider
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Service Managment
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set of specialized organizational capabilites.
takes the form of function & processes |
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Process Model Contains
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Process Control
Process Process Enablers |
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Process Owner
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accountable for the process, improvment and ensuring that the process meets it objective
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Processes Characteristics
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Measurable
Specific Results Customers Respond to a specific event |
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Metric
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something that is measured
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3 types of metrics
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Technology Metrics
Process Metrics Service Metrics |
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Deming PDCA Model
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Continous quality control and consolidation
Plan Do Check Act |
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Service Phases
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Service Strategy
Service Design Service Transition Service Operation Continual Service Inprovment |
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Service Owner
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accountable to the customer
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Service Portfolio 3 phases
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Service Pipline: under development
Service Catalog:Active Live servercis Retired Services |
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2 aspects of the Service Catalog
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Business & Technical
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Service Level Managment Goal
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ensure that agreed level of IT services are deliverd to agreed targets
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CSF
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Critical Success Factors
Managing over quality of service |
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KPI
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Key Performance Indicator
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