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21 Cards in this Set
- Front
- Back
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Service Strategy |
--> Provides management with direction
Purpose: Transform IT service management into a strategic asset |
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Service Strategy consists of which 5 processes? |
1) Service management for IT Services 2) Service portfolio management 3) Financial management for IT services 4) Demand management 5) Business relationship management |
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Service strategy is derived from which 4 P's? |
1) Perspective
2) Position
3) Plan
4) Pattern |
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Service Strategy helps to....? |
- Define what strategy means - Understand how value is achieved - Create optimum service provider model - Evaluate resources and capabilities needed to deliver strategy |
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Business relationship management
(Process) |
Identifies Customers needs & ensures the service provider can meet those needs
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Demand management
(Process) |
Responsible for understanding, anticipating, and influencing customer demand for services
--> Service provider has enough capacity to meet the required demands <-- |
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Service portfolio management
(Process) |
Ensures that the service provider has the right mix of services to meet business requirement
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Financial management
(Process) |
Manages IT service providers budgeting, accounting, and charging requirements
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Service management
(Process) |
Responsible for defining and maintaining an organizations perspective, planning, position, and patterns w/ regard to its services
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Service Provider
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Organization supplying one or more internal or external customers
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Service Providers Business models (3)
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1) Internal Service Provider
2) External Service Provider 3) Shared Service Provider |
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Elements of Service Portfolio (3)
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1) Service Pipeline
2) Service Catalogue 3) Retired Services |
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Input to Service Strategy
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Service Improvement Plan
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Service Portfolio
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Set of services managed by a service provider. Used to manage the entire lifecycle of all services
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Service Portfolio Components (2)
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1) Requirements Portfolio
2) Service Catalog |
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When analyzing an outcome for creation of value for customers, what attributes of the service should be considered?
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1) Business Objectives
2) IT objectives 3) Process Metrics |
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Utility
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--> Functionality offered by a Product or a Service to meet a particular need.
ensures that the service is fit for purpose - "What does the service do?" (need warranty to create value) |
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Warranty
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--> A promise or guarantee that a Product or a Service will meet its agreed requirements
ensures that the service is fit for use - "How is the service delivered?" (need utility to create value) |
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Resources
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items that could be used to assist in the delivery of a service, such as financial capital
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Governance
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provides structure and standardization for the management of services.
--> unites the IT service provider approach with that of the organization <-- |
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Patterns of business activity (PBA)
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important in understanding the strategic and tactical approaches you take to the management of resources and capabilities
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