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34 Cards in this Set
- Front
- Back
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Services |
delivering value to customers by facilitating the outcomes customers want to achieve --> no ownership of specific costs and risks <--
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IT Service |
Service provided by an IT service provider. Made up of technology, people, and processes |
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Outcome |
Result of carrying out an activity, follow a process. Refers to intended and actual results.
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Service Management |
Set of specialized organizational capabilities for providing value to customers in the form of services
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Service Provider |
Organization supplying services to one or more internal or external customers
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Asset |
Any resource or capability
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Customer asset |
Any resource or capability used by a customer to achieve a business outcome |
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Service asset |
any resource or capability used by a service provider to delivers services to a customer |
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Process |
Structured set of activities designed to accomplish a specific obj. Take 1 or more defined inputs and turns them into outputs
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Role |
set of responsibilities, activities, and authorities granted to a person or a team (defined in a process of function)
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Governance |
Ensures that policies and strategy are actually implemented, and that required processes are correctly followed. Governance includes defining roles and responsibilities, measuring and reporting, and taking actions to resolve any issues identified. |
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ISO/IEC 20000 |
International standard for IT service
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Capacity
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Max throughput that a configuration item or IT service can deliver
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Utility
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'Fit For Purpose'
Functionality offered by a product or service to meet a need --> What the service does <-- |
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Change Proposal
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Major changes that involve significant cost, risk, or organizational impact
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[RFC] Request For Change
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Formal proposal for a change to be made
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Configuration Item [ CI ]
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Service asset that needs management in order to deliver a IT service
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Service Management
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Set of specialized organizational capabilities for providing value to customers in service
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Capability
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Ability of an organization , person, process, application, IT service, or other CI to carry out an activity
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Resource
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Includes IT infrastructure , people, money, or anything else that might help an IT service deliver
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Warranty
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'Fit For Use'
Ability of a service to be available when needed. Provides capacity and reliability in terms of continuity and security --> How the service is delivered <--- |
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IT Operations Management
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Provides staff to monitor events in a operations bridge
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Event
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Any change of state that has significance for the management of a [ CI ] or IT service
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Term Service Agreement
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Set of specialized organizational capabilities for providing value to customers in the form of services
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Customer facing service
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One which directly supports the business process of customers
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Configuration Management System [CMS]
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Holds all information about CI's. Maintain relationship b/t all components
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Relationship
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Describes how the configuration items work together to deliver the services
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Service Metrics
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Measures the end-to-end service
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Sources of good practice
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1) Public Frameworks
2) Standards 3) Proprietary Knowledge |
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Service Layer Agreement Layers
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1) Corporate Level
2) Customer Level 3) Service Level |
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Service V model
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Levels of Configuration and testing required to deliver a Service Capability
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Functions :
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1. provide structure and stability to organizations
2. self-contained units with their own capabilities and resources 3. rely on processes for cross-functional coordination and control |
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Operations Control
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Overseeing the execution and monitoring of IT operational events and activities
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Service owner:
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Recommends improvements
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