Term
| List the 5 Service Lifecycle Phases |
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Definition
Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement |
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Term
| List the 3 processes in the Service Strategy Phase |
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Definition
Demand Management
IT Financial Management
Service Portfolio Management |
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Term
| List the 7 processes in the Service Design Phase |
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Definition
Supplier Management
Information Security Management
Service Catalog Management
Service Level Management
IT Service Continuity Management
Availability Management
Capacity Management |
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Term
List the 5 processes in the Service Transition Phase
(one is missing from diagram) |
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Definition
Knowledge Management
Release and Deployment Management
Service Asset and Configuration Management
Change Management
Service Validation and Testing |
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Term
| List the 5 processes in the Service Operation Phase |
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Definition
Event Management
Request Fulfillment Management
Access Management
Problem Management
Incident Management |
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Term
| List the 4 functions in the Service Operation Phase |
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Definition
Service Desk Function
IT Operations Management Function
Application Management Function
Technical Management Function |
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Term
| List the one process in the Continual Service Improvement Phase |
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Definition
| Service Measurement and Reporting |
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Term
Which Service Lifecycle Phase includes
Demand Management? |
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Definition
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Term
Which Service Lifecycle Phase includes
IT Financial Management? |
|
Definition
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Term
Which Service Lifecycle Phase includes
Supplier Management? |
|
Definition
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Term
Which Service Lifecycle Phase includes
Information Security Management? |
|
Definition
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Term
Which Service Lifecycle Phase includes
Service Catalog Management? |
|
Definition
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Term
Which Service Lifecycle Phase includes
Service Level Management? |
|
Definition
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Term
Which Service Lifecycle Phase includes
IT Service Continuity Management? |
|
Definition
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Term
Which Service Lifecycle Phase includes
Availability Management? |
|
Definition
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Term
Which Service Lifecycle Phase includes
Capacity Management? |
|
Definition
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Term
Which Service Lifecycle Phase includes
Knowledge Management? |
|
Definition
|
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Term
Which Service Lifecycle Phase includes
Release and Deployment Management? |
|
Definition
|
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Term
Which Service Lifecycle Phase includes
Service Asset and Configuration Management? |
|
Definition
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Term
Which Service Lifecycle Phase includes
Change Management? |
|
Definition
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Term
Which Service Lifecycle Phase includes the
Service Desk Function? |
|
Definition
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Term
Which Service Lifecycle Phase includes the
IT Operations Management Function? |
|
Definition
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Term
Which Service Lifecycle Phase includes the
Application Management Function? |
|
Definition
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Term
Which Service Lifecycle Phase includes the
Technical Management Function? |
|
Definition
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Term
Which Service Lifecycle Phase includes
Event Management? |
|
Definition
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Term
Which Service Lifecycle Phase includes
Request Fulfillment Management? |
|
Definition
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|
Term
Which Service Lifecycle Phase includes
Access Management? |
|
Definition
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|
Term
Which Service Lifecycle Phase includes
Problem Management? |
|
Definition
|
|
Term
Which Service Lifecycle Phase includes
Incident Management? |
|
Definition
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Term
Which Service Lifecycle Phase includes
Service Measurement and Reporting? |
|
Definition
| Continual Service Improvement |
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Term
|
Definition
A process is:
A structured set of coordinated activities designed to produce an outcome and provide value to customers or stakeholders. |
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Term
Process Principles:
ALL processes should be? |
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Definition
| Measureable and performance driven (overall efficiency: cost, resource usage, effort, time) |
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Term
|
Definition
A Service is:
a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs or risks |
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Term
|
Definition
A Function is:
The logical grouping of roles and automated measures that execute a defined process, an activity, or both.
OR...
A team or group of people and the tools they use to carry out one or more processes or activities. Functions provide units of organization responsible for specific outcomes. |
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Term
Process Principles:
Processes can create competitive advantage and market differentiation - because of these reasons, processes are considered __________ __________ of the business |
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Definition
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Term
Process Principles:
Processes may define what types of things?
(Hint: Consider a typical process flowchart and what it
defines and refers to) |
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Definition
Processes may define:
Roles, responsibilities, tools, management controls, policies, standards, guidelines, activities, and work instructions if they are needed. |
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