-
Service Management
a set of specialized organizational capabilities for enabling value for customers in services
- capabilities requiring knowing:
- nature of value
- sh
- how is value creation is enabled through services
-
Value
perceived benefits, usefulness and importance of something
- subjective
- co-created between service provider and consumer
-
Stakeholder
a person or organization that has an interest or involvement in an org, product, service, practice or other entity.
-
Organization
a person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives.
-
Service Provider
provisions services
can be part of same org
-
service consumer
one who receives the services
can be customer (defines requirements & responsible for outcomes), user (uses the service) or sponsor (authorizes budget for service consumption)
-
service
a means of enabling value co-creation by facilitating outcomes that the customers want to achieve, without the customer having to manage specific costs and risks.
based on a org's products
-
product
a configuration of an org's resources designed to offer value to a customer
-
service offering
- a formal description of one or more services,
- designed to address the needs of a target consumer group. May include goods, access to resources and service actions.
-
service relationship
- a cooperation between provider and consumer. (actions)
- service provision -activities by org to provide srvcs
- service consumption-activities by org to consume
- service relationship management-joint activities performed by a pro and cons to ensure continual value co-creation based on serv offerings
-
output
tangible or intangible deliverable of an activity (created by carrying out an activity)
-
outcome
a result for a sh enabled by output(s)
-
risk
possible event that could cause harm or loss or make it more difficult to achieve objectives; uncertainty of outcome and can be used in balancing opportunity with threat
-
cost - amount of $ spent on activity or resource
name two types of costs
- costs removed - costs removed from consumer as part of the value proposition
- costs imposed - costs imposed on the consumer by the service (costs to use service and cost of service)
-
assess service offerings by
utility and warranty describe them
- utility - fit for purpose, will it do what it supposed to do, functional - does it either support or remove constraints from consumer
- warranty - fit for use, assurance it meets requirements. SLAs, availability, capacity, continuity and security. how does it perform.
-
Value stream
- A series of steps an org takes to create and deliver products and services to consumers.
- -should be 1 for each of their products and services
- It can be optimized by process automation, or adopting emerging technologies, ways to gain efficiencies or enhance user experience
-
ITIL SVS
and name its 5 parts
It describes how all the components and activities of org work together to enable value creation
- Guiding principles
- Governance
- Service Value Chain
- Practices
- Continual Improvement
-
process
a set of interrelated activities that transform inputs into outputs. A process takes defined inputs and makes them defined outputs. Processes define sequence of actions and their dependencies
-
What is the inputs for SVS
Opportunity and Demand
-
What is the output of SVS
Value - perceived benefits, usefulness and importance of something
-
Guiding principle
a recommendation that guides an org in all circumstances and is enduring.
-
Name the Seven guiding principles
- Focus on value
- Start where I am
- Progress iteratively with feedback
- collaborate and promote visibility
- think and work holistically
- Kiss
- Optimize and automate
-
governance
- Part of SVS
- means by which an org is directed and controlled
- rules
- board of directors or executive manager - evaluate, direct, monitor
- accountable for org's compliance with policies and regulations
-
service value chain
activities service provider does to create products and services to achieve value. key activities to respond to demand and facilitate value. There are 6 key activities.
-
Name 6 key activities of Service Value Chain
- engage
- plan
- design, transition
- obtain, build
- deliver, support
- improve
service value chain activities use combinations of ITIL practices
-
Plan activity - service value chain
to ensure a shared understading of the vision, current status, improvement direction for all dimensions and p&s across org.
-
Improve activity - service value chain
to ensure continual improvement of p&s and practices across all activities and dimensions
-
Engage activity - service value chain
to provide a good understanding of stakeholder needs, transparency, and continual engagement and good relationships with sh. Includes contracts, agreements with suppliers and partners. A service portal. Focuses on problems that have significant impact on services that are visible to customer.
-
Design/Transition activity - service value chain
- to ensure that products and services meet sh expectations for quality, costs, time to market
- -specs come from here
-
Obtain/build activity - service value chain
to ensure that service components are available when and where they are needed and meet specs
-
Deliver and Support activity - service value chain
to ensure that services are delivered and supported according to agreed specs and sh expectations
-
Seven steps in ITIL Continual Improvement Model
- What is the vision
- Where are we now
- Where to we want to be
- How do we get there
- Take Action
- Did we get there
- How do we keep the momentum going
-
SVS Management Practices - Define
a set of org resources designed for performing work or accomplishing an objective
-
SVS Management Practices - Name 3 categories
- General - general business domains (internal services)
- Service - service mgmt and ITSM industries (change mgmt, incident mgmt)
- Technical - technology mgmt domains shifting from tech solutions to IT services (infrastructure mgmt)
|
|