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
|
Service strategy |
Strategic approach to ITSM |
|
|
Service design |
Holistic approach to thoroughly designing services with the 4 Ps and 5 Design aspects |
|
|
Service transition |
Develops/improves capabilities for new/changing IT services into ops; focusses on moving from objective to how to achieve it |
|
|
Service operation |
Deliver/support IT services as per SLA; Effectiveness/Efficiency key. |
|
|
CSI |
Provide structure stability strength to service management capabilities with principles, methods & tools. |
|
|
Function |
An organisation entity, typically characterised by a special area of knowledge or experience, e.g. HR, Finance. |
|
|
Role |
A set of responsibilities, activities and authorities granted to a person or a team. A role is defined in a process. One person or team may have multiple roles, e.g. helpdesk and team leader |
|
|
Process owner |
A role responsible for ensuring that a process is fit for purpose.
|
|
|
Process manager |
Responsible for operational management of a process, this may include planning and coordination of all activities required to carry out, monitor and report on the process. |
|
|
Service owner |
The person who has primary responsibility to ensure that a service delivers what it promises. |
