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13 Cards in this Set
- Front
- Back
What is the purpose of Service Portfolio Management?
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What are the objectives of Service Portfolio Management?
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■ Provide a process that allows an organization to manage its overall service provision.
■ Maintain the definitive managed portfolio of services provided by the service provider. ■ Provide an information source that allows the organization to understand and evaluatehow the IT services provided enable them to achieve their desired outcomes. ■ Provide control over which services are offered, to whom, with what level of investment,and under what conditions. ■ Provide information to enable decision making regarding the viability of services andwhen they should be retired. |
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What is the Scope of SPM?
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What is the Service Portfolio? |
The complete set of services managed by a service provider. |
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What 3 sections make up the Service Portfolio? |
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What is the purpose of Financial Management? |
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What are the objectives of Financial management? |
■ Defining and maintaining a financial framework that allows the service provider toidentify, manage, and communicate the actual cost of service delivery. ■ Understanding and evaluating the fi nancial impact and implications of any new orchanged organizational strategies on the service provider. ■ Reporting on and managing expenditure for service provision, on behalf of the stakeholders. |
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Financial management consists of three main processes: |
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What is a business case and what is it used for? |
A tool for decision planning and support, allowing you to predictthe likely consequences of a business decision. |
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What are the two main considerations for any business case? |
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What is the purpose of Business Relationship Management? |
■ Establish a relationship between the service provider and the customer, and maintainthis by continuing to review the business and customer needs. ■ Identify customer needs and ensure that the service provider can meet those needs,both now and in the future. ■The relationship also allows the customer to articulate the value of theservices to the service provider |
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What are the objectives of BRM? |
■ Ensure that the service provider has a clear understanding of the customer’s perspectiveof the service so that you are able to prioritize the services and assets accordingly. ■ Ensure that customer satisfaction remains high, which will demonstrate that the serviceis achieving the needs of the customer. ■ Ensure that the service provider is able to articulate the business requirements for newor changed services ■ Establish a formal procedure for managing complaints and escalations with the customer |
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What is the scope of BRM? |
■ Business outcomes, so that you understand what the customer wants to achieve. ■ How the customer uses your services and which services are being offered to them. ■ How you manage the services that are being offered, in terms of responsibility forthe provision, the service levels you deliver, and the quality of service that is beingachieved. ■ How you can optimize the service you provide for the future. ■ The business relationship management process should be concerned with the way thatthe service provider is represented to the customer. |