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109 Cards in this Set
- Front
- Back
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Service |
A way of delivering value to customers(internal or external) |
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Service Providers(Internal and External) |
Internal - (Service Desk, IT, how do you get access to something, resets - whoever does those things is a service provider.) External - AWS, etc. |
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Business Case |
ROI TCO(Total Cost of Ownership) Profitability |
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IT Service Management(ITSM) |
A set of specialized organizational functions or capabilities that provide value to customers in the form of services. How we manage resources to produce value. |
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Baseline |
Point of reference so we can perform evaluations on data. |
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Capability |
The ability of an organization/person/process/application/service to carry out an activity.
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Functions |
A team or group of people along with tools and resources they use to carry out one or more processes or activities.
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What are the 4 IT Functions |
Service Desk Technical Management Application Management IT Operations |
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Process |
A distinct measurable activity with one or more inputs structured to accomplish a particular objective. |
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Process Owner |
Has the responsibility of the desired process. |
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Process Manager |
Responsible for managing the everyday of the process. |
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Resources |
Money Time People Assets Anything that helps deliver an IT Service. |
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Service Owner |
Accountable for delivering a particular IT Service |
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Shared Service Providers |
Not all resources are isolated within a department. SSPs share IT services among multiple business units/Departments. |
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What are the 4 characteristics of a process? |
-Trigger -Activity -Dependency -Sequence |
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What is the Service Lifecycle? |
Strategy Design Transition Operation Service Improvement |
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What are the 4 Ps of a Service Strategy? |
-Perspective -Position -Plans -Pattern |
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Service Asset |
An asset of a service provider |
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Service Utility |
Utility is the functionality offered by a product/service to meet a particular need.(What the service does) |
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Service Warranty |
An assurance that a product or service will meet its agreed requirements. |
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What are the 3 types of Service providers? |
-Internal SP -External SP -Shared SP |
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What are 3 types of services? |
-Core -Enabling -Enhancing |
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What is a core service? |
Core services deliver basic outcomes desired by one or more customers. These represent the value that the customer wants/willing to pay for |
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What is an enabling service? |
Services needed in order for a core service to be delivered. |
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What is an Enhancing Service? |
Services added to a core service to make it more exciting/enticing to the customer. |
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What is a risk? |
A possible event that could cause harm/loss/affect the ability to achieve objectives. |
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Risk Management |
The process is responsible for identifying, assessing and controlling risks. |
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Service Portfolio |
A complete set of services that are managed by a service provider. |
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What are the 3 categories of a Service Portfolio? |
-Service Pipeline(Developing) -Service Catalogue(Active) -Retired Services |
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Demand Management |
understand/anticipate/influence customer demand for services and to work w/ capacity mgmt to ensure the SP has capacity to meet this demand |
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Service Portfolio Management |
secure the appropriate funding to design/develop/deliver services that meet the strategy of the organization. |
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Business Case |
a decision support/planning toll that projects the likely consequences of a business action |
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Business Relationship Management |
establish and maintain a business relationship between the SP and the customer. |
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Service design |
design IT Services to realize the SPs strategy and to facilitate the intro of these services into supportive enviroments |
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What are the 4 Ps of Service Design? |
People Processes Products Partners |
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Service Design Package(SDP) |
A document IDing all aspects of an IT Service. |
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Service Catalogue Management(SCM) |
provide and maintain single source of consistent information on all operational & potentially operational services |
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Service Level Management(SLM) |
responsible for agreeing and documenting service level targets and responsibilities within SLA/SLRs |
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Service Level Requirement(SLR) |
a requirement for an aspect of an IT Service |
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Operational Level Agreement |
an agreement between an IT SP and another part of the same organization that assists with the service |
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Underpinning contract |
contract between IT SP and a 3rd party. |
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Capacity Management |
considers all resources required to deliver a service and plans for business requirements. |
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Capacity Plan |
Plans the capacity of IT Infrastructure |
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What are 3 sub processes of Capacity Mgmt? |
-Business Capacity Mgmt -Service Capacity Mgmt -Component Capacity Mgmt |
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Availability |
the ability of an IT Service to perform its agreed function when required |
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Availability Mgmt |
ensure the level of availability |
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IT Service Continuity Mgmt |
support business continuity mgmt by managing the risks that could seriously affect IT Services. |
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Business Impact Analysis(BIA) |
quantify the impact to the business of a loss of service |
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Information Security Mgmt |
Align IT Security with business security ensure the confidentiality/integrity/availability of orgs assets/info/data/services matches the agreed business needs. |
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Supplier Management |
-obtain value for money from suppliers -ensure all contracts and agreement with suppliers meet business needs. -ensure all suppliers meet their contractual commitments |
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Contract |
Legally binding agreement between two parties |
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Design Coordination |
ensure goals and objectives of the service design stage are met. |
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Functions |
Groups of organizational units to perform a process or activity within a process |
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What is the RACI model? |
Responsible Accountable/Approval Consulted Informed |
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Service Transition |
moves services and service changes into operationl use. |
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How do you implement a service transition? |
You recieve a Service Design Package from the Service Design stage, testing it to ensure it meets business needs and deploy to production. |
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Purpose of Service Transition? |
Ensure that new, modified, retired services meet the expectations of the business. |
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Change Management |
Control life cycle of all changes within the environment |
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Change |
Addition, mod, or removal of anything that could have an effect on IT Services. |
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Change Proposals |
Docs submitted to change mgmt before new or changed services. |
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What are the 3 types of change requests? |
Standard Change Emergency Change Normal Change |
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Change Model |
Predefined steps that should be taken to handle a change. |
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Remediation Planning |
What will happen if the change fails. |
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Change Advisory Board |
Think change control committtee |
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Change Manager |
CAB chair. |
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Service Strategy |
Tactical decisions are made regarding services and IT Mgmt |
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What are some Service Strategy purposes? |
Clearly identify service definitions and the potential customers Determine how a value is created and delivered Identifying and exploiting opps to improve/add services Realize organizational capabilities to deliver existing or planned/newly implemented services Coordination, documentation, reporting methods |
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Strategy |
is a complex set of planning activities in which an organization seeks to move from one situation to another in response to a number of internal and external variables. |
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What are the 4 Ps of strategy? |
Perspective Positions Plans Patterns |
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How do you define service value? |
=Service Warranty + Service Utility =(Fit for use) + (Do) |
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Service Utility |
What does the service do? |
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Service Warranty |
How well do the attributes fit the needs? |
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Value |
The degree in which a service meets customer needs. Dictated by customer. Changes with time and circumstances. Subjective(perceived) |
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Service Types |
Core Service Enabling Service Enhancing Service
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Service Package |
a detailed description of a bundle of IT Services that you make available to your internal and external customers |
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Service Level Packages |
define the different service level of modular set of services |
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What are the levels of Service Level Packages? |
Availability Continuity Security Capacity Service Features Service Support |
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Service Asset and Configuration Mgmt |
is to ensure that the assets required to deliver services are properly controlled and info about those assets are accurate and available. |
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Configuration items |
are service assets that need to be managed in order to deliver services |
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Knowledge Management |
to share perspectives, ideas, experience, and info; ensure these are available to enable informed decisions; improve efficiency by reducing the need to rediscover knowledge. |
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DIKW |
Data to information to knowledge to wisdom |
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Release and Deployment Management |
to plan, schedule and control the build/test/deployment of releases |
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Transition Planning and Support |
to provide over planning for service transitions and to coordinate the resources they need. |
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Service Catalog |
The Menu - which should include description
Active Services only |
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Service Portfolio |
is the complete list of all services - active, retired, and upcoming |
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Service Pipeline |
list of services that are upcoming. |
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Risk |
Possibility of harm or threat |
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Retired Services |
Services that are no longer used. |
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Aspects of Strategy and Service Portfolio |
Needs Descriptions Proposed Value Costs Pricing Business Case Risks Priorities Packages |
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GTB |
Grow the Business |
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TTB |
Transform the Business |
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RTB |
Run the Business |
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Service Operation |
A stage of the service lifecycle
coordinate and carry out the activities and proccesses required to deliver and manage services |
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Objectives of Service Operation |
-Maintain business satisfaction and confidence -Minimize impact of service outages -Ensure authorized access to IT services |
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Event Management |
manage events throughout their lifecycle |
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Event |
any change of state that has significance for a service |
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Objectives of Event Management |
-Detect all changes of state -Determine control actions and ensure these are communicated to the appropriate functions -Provide the entry point for the execution of certain service operation processos and op mgmt activities. |
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Incident Management |
restore normal service operation asap and minimize adverse impact on bus. operations |
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Incident |
an unplanned interruption |
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Objectives of Incident Management |
-Ensure methods are used for efficient and prompt response, analysis, documentation, on-going management and reporting of incidents -Increased visibility and communication of incidents to business. -Maintain user satisfaction with quality of Services |
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Request Fulfilment |
manages the lifecycle of all service requests from users. |
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Objectives of Request Fulfilment |
-Maintain satisfaction -Provide a channel for users to request/recieve standard services -provide information to users about the availability of services and how to obtain them -Assist with info, complaints, comments |
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Problem Management |
manage lifecycle of problems |
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Objectives of Problem Mgmt |
-Prevent problems and resulting incidents -Eliminate recurring incidents -Minimize the impact of incidents |
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Access mgmt |
provide the right for users to be able to use a service |
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Obj of Access Mgmt |
-Manage access to services -Respond to requests for access -Audit access
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Continual Service Improvement(CSI) |
deliver business value by focusing on realization of benefits. |
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Purpose of CSI |
align IT services with changing business needs by identifying and implementing improvements |
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Objectives of CSI |
-Review and analyze service level achievement -Identify and implement specific activities to improve IT service Quality -Ensure that processes have defined objectives that lead to actionable improvements -Understand what to measure. |
