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55 Cards in this Set
- Front
- Back
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Service Management
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A set of specialized organizational capabilities for providing value to customers in the form of services.
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Service
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A means of delivering value to customers by facilitating outcomes the customers want to achieve without the ownership of specific costs or risks.
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Value
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Consists of “Utility” and “Warranty”
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Utility
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Functionality offered by a product or service to meet a particular need. This is often summarized as “what it does”.
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Warranty
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A promise or guarantee that a product or service will meet its agreed requirements. The availability, capacity, continuity, and information security to meet the customers’ requirements.
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Phases of Service Lifecycle
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Service Strategy > Service Design > Service Transition > Service Operation > Continual Service Improvement
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Elements of Service Strategy
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Financial Management - Service Portfolio Management - Demand Management
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Service Pipeline
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Services that are either under consideration or in development.
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Retired Services
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Services that are phased out or withdrawn.
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Financial Management
(Service Strategy) |
An integral component to service management. It anticipates the essential management information in cost-related terms that is required for the guarantee of efficient and cost-effective service delivery.
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Demand Management
(Service Strategy) |
An essential aspect of service management in which offer and need are harmonized. The goal of this is to perdict the purchase of products and to balance the need with the resources.
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Service Portfolio Management (SPM)
(Service Strategy) |
Method to manage all service management investments in terms of business value. The objective of this is to achieve maximum value creation while at the same time managing the risks and costs.
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Elements of Service Design
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Service Catalogue Management - Service Level Management - Capacity Management - Availability Management - IT Service Continuity Management - Information Security Management - Supplier Management
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R.A.C.I.
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Responsible - Responsible to complete task, Accountable - Singly accountable for task, Consulted - People who give advice, Informed - People kept in the loop of the progress
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Service Catalogue Management (SCM)
(Service Design) |
The goal of this is the development and maintenance of documentation that includes all of the accurate details and the status of all operational services and those being prepared to run operationally, and the business processes they support.
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Service Portfolio
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This contains information about each service and its status. As a result, this describes the entire process, starting with the client requirements for the development, building, and execution of the service.
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Service Catalogue
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This is a subset of the service portfolio and only consists of active and approved services in Service Operation. It is divided into components containing the policies, guidelines, and responsibilities, as well as prices, SLAs, and delivery conditions.
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Service Level Management (SLM)
(Service Design) |
The goal of this is to ensure that the status of IT service delivery is documented, agreed and achieved, for both existing services and future services in accordance with the agreed targets.
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Capacity Management
(Service Design) |
The goal of this is to ensure that the volume corresponds to both the existing and future needs of the customer.
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Availability Management
(Service Design) |
The goal of this process is to ensure that the services provided are reliable and maintainable.
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IT Service Continuity Management (ITSCM)
(Service Design) |
The ultimate goal of this is to support business continuity (vital business functions) by ensuring that the required IT facilities can be restored within the agreed time.
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Information Security Management
(Service Design) |
This ensures that the corresponding policy satisfies the organization’s overall user/information protection policy and the requirements originating from corporate governance.
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Supplier Management
(Service Design) |
This draws attention to all of the vendors and contracts in order to support the delivery of services to the customer.
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Elements of Service Transition
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Transition Planning and Support - Change Management - Service Asset and Configuration Management - Release and Deployment Management - Service Validation and Testing - Evaluation - Knowledge Management
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Transition Planning and Support
(Service Transition) |
Ensures the planning and coordination of resources in order to realize the specification of the Service Design
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Change Management
(Service Transition) |
Ensures that adjustments in process are implemented in a controlled manner
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Service Asset and Configuration Management (SACM)
(Service Transition) |
Manages the service assets and Configuration Items (CIs) in order to support the other service management processes.
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Release and Deployment Management
(Service Transition) |
Aimed at the building, testing, and deploying of the services specified in the Service Design, and ensures that the client can utilize the service effectively
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Service Validation and Testing
(Service Transition) |
This ensures that the new or changed services are “fit for purpose” and “fit for use”.
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Evaluation
(Service Transition) |
Generic process that is intended to verify whether the performance is acceptable.
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Knowledge Management
(Service Transition) |
Improves the quality of decision-making by ensuring that reliable and safe information is available during the service lifecycle
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Elements of Service Operation
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Event Management - Incident Management - Request Fulfillment - Problem Management - Access Management - Monitoring and Control - IT Operations - Service Desk
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Event Management
(Service Operation) |
Surveys all events that occur in the IT infrastructure in order to monitor the regular performance, this can be automated to trace and escalate unforeseen circumstances.
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Incident Management
(Service Operation) |
Focuses on restoring failures of services as quickly as possible for customers, so that these have a minimal impact on the business.
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Problem Management
(Service Operation) |
Includes all activities needed for a diagnosis of the underlying cause of incidents, and to determine a resolution for these problems.
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Request Fulfillment
(Service Operation) |
The process of dealing with service requests from the users, providing a request channel, information, and completion of the request.
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Access Management
(Service Operation) |
The process of allowing authorized users’ access to a service, while access of unauthorized users is prevented.
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Monitoring and Control
(Service Operation) |
Based on a continual cycle of monitoring, reporting, and undertaking action. This cycle is crucial to providing, supporting, and improving services.
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IT Operations
(Service Operation) |
Fulfill the day-to-day operational activities that are needed to manage the IT infrastructure.
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Service Desk
(Service Operation) |
Single Point of Contact (SPoC) for users, dealing with all incidents, access requests, and service requests. The primary purpose of this is to restore “normal service” to users as quickly as possible.
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Elements of Continual Service Improvement
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CSI Improvement Process (7 Steps) - Service Reporting
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7 Steps of CSI Improvement Process
(Continual Service Improvement) |
What should you measure? - What can you measure? - Data Collection - Data Processing - Data Analysis - Present and Use the Information - Implement Corrective Action
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Service Reporting(Continual Service Improvement)
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Documents the results achieved and the developments in service levels.
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Process
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A structured set of activities designed to accomplish a defined objective.
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Function
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A team or group of people and the tools they use to carry out one or more processes or activities, specialized in fulfilling a specified type of work, and responsible for specific end results.
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Process Owner
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Responsible for ensuring that the process is implemented as agreed and that the established objectives are therefore achieved. (OMs)
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Process Manager
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Responsible for the realization and structure of the process (Leads)
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Process Operatives
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Responsible for defined activities (Analysts)
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Procedure
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A specified way to carry out an activity or process.
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Work Instructions
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Define how one or more activities in a procedure should be executed in detail, using technology or other resources. (KBs)
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Roles
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Sets of responsibilities, activities, and authorities granted to a person or team.
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Job Positions
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People or automated measures that carry out a clearly defined process, an activity, or combination of processes and activities.
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Project
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A temporary organization, with people and other assets required to achieve an objective.
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Program
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A number of projects and activities that are planned and managed together to achieve an overall set of related objectives.
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Portfolio
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A set of projects and/or programs, which are not necessarily related, brought together for the sake of control, coordination, and optimization
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