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28 Cards in this Set
- Front
- Back
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outcome |
result of carrying out an activity, following a process, delivering an IT service etc. (intended / actual results) |
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service |
means of delivering value to customers (facilitate outcomes customers want to achieve WITHOUT ownership of specific costs & risks) |
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IT service |
combination of information technology, people and processes |
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service types (3 + 3) |
- internal customer-facing - external customer-facing - supporting
# core # enabling # enhancing |
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service package |
collection of two or more services (solution) to a specific type of customer need / underpin specific business outcome |
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utility |
functionality offered by a product or service to meet a particular need (increases performance or removes contraints)
fit for purpose - what customer gets |
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warranty |
assurance that a product or service will meet its agreed requirements (available, capacity, continuity, security)
fit for use - how it's delivered |
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service asset |
any resource or capability used by service provider to deliver services to customer |
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resources |
tangible / HARD assets (help deliver IT services)
Financial capital Infrastructure Applications Information People (number) |
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capabilities |
intangible / SOFT assets (carry out an activity)
Management Organization Processes Knowledge People (exp., skills & rel.) |
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service management |
set of specialized organizational capabilities for providing value to customers in form of services |
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ITSM |
IT service management (ITSM)
implementation and management of quality IT services that meet the needs of the business |
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stakeholders |
have interest in an organization, project, service, etc. (maybe interested in activities, targets, resources or deliverables from service management) |
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service provider (3 types) |
organization supplying services to one or more internal / external customers
Type I - internal service provider Type II - shared services unit Type III - external service provider |
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customer (2 types) |
someone who buys goods or services
(internal & external) |
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user |
person who uses the service on a day-to-day basis |
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supplier |
3rd party responsible for supplying goods or services that are required to deliver services |
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process |
structured set of activities designed to accomplish a specific objective |
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process model |
takes one or more defined inputs and turns them into defined outputs
- controlled (owner, objective, doc, ...) - enabled (resources & capabilities) - initiated (trigger) |
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process characteristics |
Measurability Specific results Customers Responsiveness to specific triggers
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function |
team / group of people and tools they use to carry out one or more activities |
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role |
set of responsibilities, activities and authorities assigned to a person or team |
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RACI |
model used to help define roles and responsibilities
Responsible Accountable Consulted Informed |
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service owner |
responsible for managing one or more services throughout their entire lifecycle (role) |
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process owner |
role accountable for ensuring that a process is fit for purpose (sponsorship, design, change management, and CSI of the process and its metrics) |
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process manager |
role responsible for operational management of a process (planning and coordination of all activities required to carry out, monitor and report on the process) |
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process practitioner |
role responsible for carrying out one or more process activities |
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ITIL |
IT Infrastructure Library (ITIL)
set of best practice publications for IT service management (do what works)
- vendor-neutral - non-prescriptive - Best practice |
