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7 Cards in this Set
- Front
- Back
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SERVICE STRATEGY |
A stage in the lifecycle of a service. Service strategy defines the perspective, position, plans and patterns that a service provider needs to execute to meet an organizations business outcomes. Service strategy includes the following processes: strategy management for IT services, service portfolio management, financial management for IT services, demand management, and business relationship management. Although these processes are associated with service strategy, most processes have activities that take place across multiple stages of the service lifecycle. |
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SUPPLIER |
A third party responsible for supplying goods or services that are required to deliver IT services. Examples of suppliers include commodity hardware and software vendors, network and telecom providers, and outsourcing organizations. |
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SERVICE PORTFOLIO |
The complete set of services that is managed by a service provider. The service portfolio is used to manage the entire lifecycle of all services, and includes three categories: service pipeline (proposed or in development), service catalogue (live or available for deployment), and retired services. |
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LIFECYCLE |
The various stages in the life of an IT service, configuration item, incident, problem, change etc. The lifecycle defines the categories for status and the status transitions that are permitted. For example: The lifecycle of an application includes requirements, design, build, deploy, operate, optimise; The expanded incident lifecycle includes detection, diagnosis, repair, recovery and restoration; The lifecycle of a server may include: ordered, received, in test, live, disposed etc. |
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SERVICE |
A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. The term 'service' is sometimes used as a synonym for core service, IT service or service package. |
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SERVICE PROVIDER |
An organisation supplying services to one or more internal customers and external customers. Service provider is often used as an abbreviation for IT service provider. |
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STRATEGY MANAGEMENT FOR IT SERVICES |
The process responsible for defining and maintaining an organisation's perspective., position, plans and patterns with regard to it's services and the management of those services. Once the strategy has been defined, strategy management for IT services is also responsible for ensuring that it achieves its intended business outcomes. |
