Term
Technical Management
- Service Strategy
- Service Design
- Service Transition
- Service Operations
- Continual Service Improvement (CSI) |
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Definition
Service Operations
GUIDANCE:
Provides for EFFICIENCY AND EFFECTIVENESS in the DELIVERY AND SUPPORT OF SERVICE.
GOAL:
Provides ongoing day to day management by coordinating and performing activities and processes to deliver service to customers at the agreed level. |
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Term
Demand Management
- Service Strategy
- Service Design
- Service Transition
- Service Operations
- Continual Service Improvement (CSI) |
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Definition
Service Strategy
GUIDANCE:
how to design, develop, and IMPLEMENT SERVICE MANAGEMENT not only as an organizational capability but as a strategic asset.
GOAL:
Set objectives and policies to ensure that organizations can handle the cost and the risk. |
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Term
Service Level Management
- Service Strategy
- Service Design
- Service Transition
- Service Operations
- Continual Service Improvement (CSI) |
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Definition
Service Design
GUIDANCE:
provides for the EFFECTIVE AND EFFICIENT DESIGN AND DEVELOPMENT OF SERVICES and SERVICE MANAGEMENT PROCESS DESIGN.
GOAL:
Create design principles and methods for converting strategic objectives (new and modified) into a portfolio of services ans service assets with a focus on PEOPLE, PARTNERS, PROCESS, & PRODUCTS. Reduces total cost of ownership. |
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Term
Service Desk
- Service Strategy
- Service Design
- Service Transition
- Service Operations
- Continual Service Improvement (CSI) |
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Definition
Service Operations
GUIDANCE:
Provides for EFFICIENCY AND EFFECTIVENESS in the DELIVERY AND SUPPORT OF SERVICE.
GOAL:
Provides ongoing day to day management by coordinating and performing activities and processes to deliver service to customers at the agreed level. |
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Term
Service Catalog Management
- Service Strategy
- Service Design
- Service Transition
- Service Operations
- Continual Service Improvement (CSI) |
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Definition
Service Design
GUIDANCE:
provides for the EFFECTIVE AND EFFICIENT DESIGN AND DEVELOPMENT OF SERVICES and SERVICE MANAGEMENT PROCESS DESIGN.
GOAL:
Create design principles and methods for converting strategic objectives (new and modified) into a portfolio of services ans service assets with a focus on PEOPLE, PARTNERS, PROCESS, & PRODUCTS. Reduces total cost of ownership. |
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Term
IT Operations Management
- Service Strategy
- Service Design
- Service Transition
- Service Operations
- Continual Service Improvement (CSI) |
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Definition
Service Operations
GUIDANCE:
Provides for EFFICIENCY AND EFFECTIVENESS in the DELIVERY AND SUPPORT OF SERVICE.
GOAL:
Provides ongoing day to day management by coordinating and performing activities and processes to deliver service to customers at the agreed level. |
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Term
Release and Deployment Management
- Service Strategy
- Service Design
- Service Transition
- Service Operations
- Continual Service Improvement (CSI) |
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Definition
Service Transition
GUIDANCE:
Provides for the development and improvement of capabilities for TRANSITIONING NEW AND CHANGED SERVICES into operation
GOAL:
Reduces variations and known errors, minimizing risk, and increasing customer satisfaction. |
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Term
Financial Management
- Service Strategy
- Service Design
- Service Transition
- Service Operations
- Continual Service Improvement (CSI) |
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Definition
Service Strategy
GUIDANCE:
how to design, develop, and IMPLEMENT SERVICE MANAGEMENT not only as an organizational capability but as a strategic asset.
GOAL:
Set objectives and policies to ensure that organizations can handle the cost and the risk. |
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Term
Service Portfolio Management
- Service Strategy
- Service Design
- Service Transition
- Service Operations
- Continual Service Improvement (CSI) |
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Definition
Service Strategy
GUIDANCE:
how to design, develop, and IMPLEMENT SERVICE MANAGEMENT not only as an organizational capability but as a strategic asset.
GOAL:
Set objectives and policies to ensure that organizations can handle the cost and the risk. |
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Term
Supplier Management
- Service Strategy
- Service Design
- Service Transition
- Service Operations
- Continual Service Improvement (CSI) |
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Definition
Service Design
GUIDANCE:
provides for the EFFECTIVE AND EFFICIENT DESIGN AND DEVELOPMENT OF SERVICES and SERVICE MANAGEMENT PROCESS DESIGN.
GOAL:
Create design principles and methods for converting strategic objectives (new and modified) into a portfolio of services ans service assets with a focus on PEOPLE, PARTNERS, PROCESS, & PRODUCTS. Reduces total cost of ownership. |
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Term
Capacity Management
- Service Strategy
- Service Design
- Service Transition
- Service Operations
- Continual Service Improvement (CSI) |
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Definition
Service Design
GUIDANCE:
provides for the EFFECTIVE AND EFFICIENT DESIGN AND DEVELOPMENT OF SERVICES and SERVICE MANAGEMENT PROCESS DESIGN.
GOAL:
Create design principles and methods for converting strategic objectives (new and modified) into a portfolio of services ans service assets with a focus on PEOPLE, PARTNERS, PROCESS, & PRODUCTS. Reduces total cost of ownership. |
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Term
IT Service Continuity Management
- Service Strategy
- Service Design
- Service Transition
- Service Operations
- Continual Service Improvement (CSI) |
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Definition
Service Design
GUIDANCE:
provides for the EFFECTIVE AND EFFICIENT DESIGN AND DEVELOPMENT OF SERVICES and SERVICE MANAGEMENT PROCESS DESIGN.
GOAL:
Create design principles and methods for converting strategic objectives (new and modified) into a portfolio of services ans service assets with a focus on PEOPLE, PARTNERS, PROCESS, & PRODUCTS. Reduces total cost of ownership. |
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Term
Availability Management
- Service Strategy
- Service Design
- Service Transition
- Service Operations
- Continual Service Improvement (CSI) |
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Definition
Service Design
GUIDANCE:
provides for the EFFECTIVE AND EFFICIENT DESIGN AND DEVELOPMENT OF SERVICES and SERVICE MANAGEMENT PROCESS DESIGN.
GOAL:
Create design principles and methods for converting strategic objectives (new and modified) into a portfolio of services ans service assets with a focus on PEOPLE, PARTNERS, PROCESS, & PRODUCTS. Reduces total cost of ownership. |
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Term
Security Management
- Service Strategy
- Service Design
- Service Transition
- Service Operations
- Continual Service Improvement (CSI) |
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Definition
Service Design
GUIDANCE:
provides for the EFFECTIVE AND EFFICIENT DESIGN AND DEVELOPMENT OF SERVICES and SERVICE MANAGEMENT PROCESS DESIGN.
GOAL:
Create design principles and methods for converting strategic objectives (new and modified) into a portfolio of services ans service assets with a focus on PEOPLE, PARTNERS, PROCESS, & PRODUCTS. Reduces total cost of ownership. |
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Term
Change Management
- Service Strategy
- Service Design
- Service Transition
- Service Operations
- Continual Service Improvement (CSI) |
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Definition
Service Transition
GUIDANCE:
Provides for the development and improvement of capabilities for TRANSITIONING NEW AND CHANGED SERVICES into operation
GOAL:
Reduces variations and known errors, minimizing risk, and increasing customer satisfaction. |
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Term
Service Asset and Configuration Management
- Service Strategy
- Service Design
- Service Transition
- Service Operations
- Continual Service Improvement (CSI) |
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Definition
Service Transition
GUIDANCE:
Provides for the development and improvement of capabilities for TRANSITIONING NEW AND CHANGED SERVICES into operation
GOAL:
Reduces variations and known errors, minimizing risk, and increasing customer satisfaction. |
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Term
Knowledge Management
- Service Strategy
- Service Design
- Service Transition
- Service Operations
- Continual Service Improvement (CSI) |
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Definition
Service Transition
GUIDANCE:
Provides for the development and improvement of capabilities for TRANSITIONING NEW AND CHANGED SERVICES into operation
GOAL:
Reduces variations and known errors, minimizing risk, and increasing customer satisfaction. |
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Term
Request Fulfillment
- Service Strategy
- Service Design
- Service Transition
- Service Operations
- Continual Service Improvement (CSI) |
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Definition
Service Operations
GUIDANCE:
Provides for EFFICIENCY AND EFFECTIVENESS in the DELIVERY AND SUPPORT OF SERVICE.
GOAL:
Provides ongoing day to day management by coordinating and performing activities and processes to deliver service to customers at the agreed level. |
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Term
Access Management
- Service Strategy
- Service Design
- Service Transition
- Service Operations
- Continual Service Improvement (CSI) |
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Definition
Service Operations
GUIDANCE:
Provides for EFFICIENCY AND EFFECTIVENESS in the DELIVERY AND SUPPORT OF SERVICE.
GOAL:
Provides ongoing day to day management by coordinating and performing activities and processes to deliver service to customers at the agreed level. |
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Term
Problem Management
- Service Strategy
- Service Design
- Service Transition
- Service Operations
- Continual Service Improvement (CSI) |
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Definition
Service Operations
GUIDANCE:
Provides for EFFICIENCY AND EFFECTIVENESS in the DELIVERY AND SUPPORT OF SERVICE.
GOAL:
Provides ongoing day to day management by coordinating and performing activities and processes to deliver service to customers at the agreed level. |
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Term
Event Management
- Service Strategy
- Service Design
- Service Transition
- Service Operations
- Continual Service Improvement (CSI) |
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Definition
Service Operations
GUIDANCE:
Provides for EFFICIENCY AND EFFECTIVENESS in the DELIVERY AND SUPPORT OF SERVICE.
GOAL:
Provides ongoing day to day management by coordinating and performing activities and processes to deliver service to customers at the agreed level. |
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Term
Incident Management
- Service Strategy
- Service Design
- Service Transition
- Service Operations
- Continual Service Improvement (CSI) |
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Definition
Service Operations
GUIDANCE:
Provides for EFFICIENCY AND EFFECTIVENESS in the DELIVERY AND SUPPORT OF SERVICE.
GOAL:
Provides ongoing day to day management by coordinating and performing activities and processes to deliver service to customers at the agreed level. |
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Term
Application Management
- Service Strategy
- Service Design
- Service Transition
- Service Operations
- Continual Service Improvement (CSI) |
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Definition
Service Operations
GUIDANCE:
Provides for EFFICIENCY AND EFFECTIVENESS in the DELIVERY AND SUPPORT OF SERVICE.
GOAL:
Provides ongoing day to day management by coordinating and performing activities and processes to deliver service to customers at the agreed level. |
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Term
The Seven Step Improvement Process
- Service Strategy
- Service Design
- Service Transition
- Service Operations
- Continual Service Improvement (CSI) |
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Definition
Continual Service Improvement (CSI)
GUIDANCE:
Instrumental in CREATING AND MAINTAINING VALUE FOR CUSTOMERS THROUGH BETTER DESIGN, INTRODUCTION, AND OPERATION OF SERVICES.
AIM IS TO ALIGN IT SERVICES WITH CHANGING BUSINESS NEEDS AND IDENTIFY AND IMPLEMENT IMPROVEMENTS
GOAL:
To review, analyze, and make recommendations on improvement opportunities in each lifecycle phase.
CSI APPROACH: What is the vision, where are we now, how do we get there, how do we know we are there, and how do we keep the momentum going.
DEMING QUALITY MODEL:
- Plan
- Do
- Check
- Act |
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