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10 Cards in this Set
- Front
- Back
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Definition: _____________________________
The implementation and management of quality IT services that meet the needs of the business.
It is performed by IT service providers through an appropriate mix of people, process and information technology. |
IT Service Management (ITSM) |
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Definition: _____________________
A service provider that provides IT services to internal or external customers. |
IT Service Provider |
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___________________________ provides guidance on how the IT organization interacts with these users, and who owns and manages the relationship with them. |
ITIL Service Strategy |
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____________________ is used to document agreements between an IT service provider and a customer. It describes the IT service, documents, service level targets, and specifies the responsibilities of the IT service provider and the customer.
A single agreement may cover multiple IT services or multiple customers. |
Service Level Agreement (SLA) |
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List three main types of Service Providers. |
Type I - Internal Service Provider Type II - Shared Services Unit Type III - External Service Provider |
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___________________ is embedded within a business unit. There may be several ____________ service providers within an organization. |
Internal Service Provider Type I |
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________________________ , is an _________________ that provides shared IT services to more than one business unit. |
Shared Services Unit internal service provider |
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_______________________ is a service provider that provides IT services to external customers. |
External Service Provider |
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Definition: _________________________
A means of Delivering Value to customers by facilitating outcomes customers want to achieve without the ownership of Specific Costs and Risks (Customers wish to seek outcomes but do not wish to have accountability or ownership of all the associated costs and risks . |
Service |
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List three types of service: |
Core Services Enabling Services Enhanced Services |
