Term
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Definition
servicesd deliver value to customers characteristics of a process measurable
deriver specific results
delivers primary results to customers/ stakeholders
respond to specific events |
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Term
| raci( responsibilites Matrix) |
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Definition
Responsible, accountable, consulted, informed
only one person can be accountable
demin cycle ( used for continuous improvement)
plan, do, check and act (PDCA) |
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Term
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Definition
Key concepts
utility= fit for purpose - functional requirments
warranty= fit for use- non functional requirements
service portfolio- serice pipeline, service catalog, retired services |
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Term
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Definition
demand management
understnading/ forecast usage of services
pattern of business activity
user profile
Financial managment
needed to understand true cost of service
business cases |
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Term
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Definition
purpose
design new or changed services
take holistic approach |
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Term
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Definition
four P's
people, process, partners, products
service design packages
5 aspects of service design
services
service management systems and tooks
technical and management architecture
measurement systems and metrics
ITSM processes |
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Term
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Definition
services catalog management
service level managment
availability management
information security management
supplier management
capacity management
IT service continuity management |
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Term
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Definition
| Focus is on the package, build, test and deployment of a releasue into production |
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Term
| service transition processes |
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Definition
knowledge management
change management
service asset and configureation management
release and deployment management |
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Term
| service opperation proccesses |
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Definition
event management
incident management
request fulfillment
problem management
access management |
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Term
| service operations funtions |
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Definition
service desk
technical management
application management
IT operational management |
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Term
| Continual service improvement |
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Definition
1. identify the strategy for improvement
2. define what you will measure
3. gather the data. Who? How? When? integrity of the data
4. process the data. Frequency, format, system, accuracy
5. analyze the data. Relationships, trends, according to plan, targets met, corrective actions?
6. Present and use the information assessment summary actions plans, etc.
7.implement corrective action. |
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Term
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Definition
| a team or group of people and the tools or there resources they use to carry out one or more prcesses. |
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