Service Management Terms Flashcards
(105 cards)
Asset
Things that an organization has that allow them to achieve their objectives. Assets fall into 2 categories: Capabilities and Resources.
Customer Asset
The Customer combines their Assets with the Services to generate Business Services, which they then deliver to THEIR customers.
Service Provider Asset
The Service Provider uses their Assets to provide Services to the Customer.
Best Practice
Mechanisms that have been proven to work in multiple environments.
Internal Customers
Ones who work for the same business as the Service Provider.
External Customers
Ones who work for a different business from the Service Provider.
Function
A team or group of people and the tools and other resources they use to carry out one or more processes or activities.
Governance
Ensuring you are doing the right things.
Outcome
The need for outcomes is why people buy services.
Process
A structured set of Activities designed to accomplish a specific Objective. Anything within the Service Provider that supports all Services.
Customer
A person or group who buys a service, with whom you agree on the Service Levels and Price and to whom you report to regularly on Service Level Achievement.
Process Manager
Aids process owner in process design, manages day-to-day process activities, trains and assigns practitioners, gathers and reports on metrics, tracks compliance and escalates issues, and identifies improvement opportunities.
Process Practitioner
Execute process activities, understand the contribution of their role, drive process efficiency, ensure process inputs, outputs, and interfaces meet specifications, and keep work records.
Process Owner
Concerned with process governance, not process management. Accountable for the process, ensures the process is documented, ensures consistency, resolves issues, and champions improvement projects.
RACI
A way of documenting Roles and Responsibilities for a process. Responsible Accountable Consulted Informed
Service
A means of delivering value to customers by facilitating the outcomes that Customers want to achieve without the ownership of specific costs and risks.
External Services
Delivered to External Customers, produce value directly for the business.
Internal Services
Delivered to Internal Customers, value occurs only as they contribute to External Customers.
Service Lifecycle
5 phases: Service Strategy Service Design Service Transition Service Operation Continual Service Improvement
Service Stategy
What you are going to be when you grow up. Where you decide on what services you are going to have, which to enhance, maintain, or retire.
Service Design
Where you firm up the specification for services and get agreement from customers, the people who have to build them, and the people who will have to run them that it is doable.
Service Transition
Where Designs are made real, are introduced in to the Customer’s worlds and introduced in to your Operation world.
Service Operation
Where the services are managed on a day-to-day basis.
Continual Service Improvement
Where your whole portfolio of services is tuned for effectiveness and efficiency.
