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13 Cards in this Set
- Front
- Back
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PDCA Model |
Plan, Do, Check, Act |
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What is service? |
A service is a mean of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. |
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Outcome-based service delivery. |
Business-IT integration. Business-IT alignment. |
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Value is compromised of: |
Utility - "fit for purpose" Warranty - "fit for use" |
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What is an IT service? |
A service provided to one or more customers by an IT service provider. |
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Service classification (Types) |
Core: ie. Email service. Enabling service: ie. Active Directory to enable us to deliver the email service. Enhancing service: Ie. The attractive part of the service such as features or bells and whistles. |
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What is service management? |
Service management is a set of specialized organizational capabilities for providing value to customers in the form of services. |
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Capabilities |
The ability of a service or organization, person, process, application, configuration item or IT service to carry out any activity. |
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Resources |
A genetic term that includes IT infrastructure, people, money or anything that might help to deliver an IT service. |
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IT service management. |
IT service management is the implementation and management of quality IT services that meet the needs of the business by IT service providers through a mix of people, process and technology. |
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The 4 Ps of service design |
People, process, products, partners. |
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EDM |
Evaluate, direct and monitor. |
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ITIL |
Information technology infrastructure library. |
