Business of IT (Extra 2)

Question 1

enables organizations to adapt to changing demands of stakeholders effectively, efficiently, and expediently.

Answer 1

service value chain (extra info)

Question 2

organizations and people, information and technology, partners and suppliers, value streams and processes.

Answer 2

Four Dimensions Model

Question 3

Organizations vary in their size and complexity, and in their relationships to legal entities. Members of an organization are unified by common objectives, relationships, and authority. An organization’s services are based on one or more of its products.

Answer 3

Organization Info

Question 4

Consumer _____ to be supplied (e.g. a smartphone) are intended to be transferred from the service provider to the consumer, with the latter assuming responsibility for its subsequent use.

Answer 4

Goods

Question 5

This includes ______ __ _________ granted/licensed to the consumer under agreed-upon terms and conditions (e.g. to a mobile network). The resources themselves, however, remain under the control of the service provider, and can be accessed by the consumer according to the terms and conditions of the agreement.

Answer 5

Access to Resources

Question 6

Actions performed to address the needs of a particular consumer (e.g. technical support). _______ _______ are performed by the service provider according to the terms and conditions of the agreement.

Answer 6

Service Actions

Question 7

Management of the provider’s resources configured to deliver the service, Ensuring user access to these resources, Fulfillment of agreed-upon service actions, Service-level management and continual improvement, Possibly supplying of goods.

Answer 7

Service Provision

Question 8

Management of consumer resources necessary to use the service, Service actions performed by users (e.g. using the provider’s resources, requesting that actions be taken), Possibly acquisition of goods.

Answer 8

Service Consumption

Question 9

____ removed from a consumer by the service—as part of the value proposition—might include things like failure of the consumer’s server hardware or lack of staff availability. A service might only reduce consumer ____, but the consumer might determine that this reduction is sufficient to support the value proposition.

Answer 9

Risk (Customer)

Question 10

It can be summarized as how the service performs.

Answer 10

Warranty