C1) Introduction Flashcards
A person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives.
organization
The perceived benefits, usefulness, and importance of something.
value
The role that defines the requirements for a service and takes responsibility for the outcomes of service consumption.
customer
The ability of an organization, person, process, application, configuration item, or IT service to carry out an activity.
capability
A model for enabling on-demand network access to a shared pool of configurable computing resources that can be rapidly provided with minimal management effort or provider interaction
cloud computing
Something that influences strategy, objectives, or requirements
driver
A set of related projects and activities, and an organization structure created to direct and oversee them.
program
The addition, modification, or removal of anything that could have a direct or indirect effect on services.
change
A set of specialized organizational capabilities for enabling value for customers in the form of services.
service management
A set of organizational resources designed for performing work or accomplishing an objective.
practice
The sum of functional and emotional interactions with a service and service provider as perceived by a service customer.
customer experience (CX)
A series of steps an organization undertakes to create and deliver products and services to consumers.
value stream
The evolution of traditional business models to meet the needs of highly empowered customers, with technology playing an enabling role
digital transformation
An approach that focuses on improving workflows by maximizing value through the elimination of waste.
Lean
The means by which an organization is directed and controlled.
governance
