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IFO: SS

QuestionAnswer
Description of the context for how the business sees the IT organization... 1) IT is a collection of systems, applications and infrastructures. 2) IT is an organization with its own set of capabilities and resources. 3) IT is a category of business assets.
The three example of stakeholders that are external to the service provider organization are... Customers, Users, Suppliers
The purpose of service strategy is... To define the perspective, position, plans and patterns that a service provider needs to be able to execute to meet an organization's business outcomes
Three important objectives of service strategy are... 1) To understand what the strategy is. 2) To provide a clear identification of the definition of services and the customers who use them. 3) To define how value is created and delivered.
The scope of ITIL service strategy includes... 1) Defines a strategy whereby a service provider (internal and external) will deliver services to meet a customer's business outcomes. 2) Defines a strategy for how to manage those services.
How the value to the business is delivered though the service strategy lifecycle... Support the ability to link activities performed by the service provider to outcomes that are critical to customers
Description of the warranty of a service... 1) An assurance that a product or service will meet its agreed requirements. 2) 'How the service is delivered'. 3) Refers to the ability of a service to be available when needed. 4) The service is fit for use.
Description of the utility of a service... Can be summarized as 'what the service does'. 2) Is the functionality offered by a product or service to meet a particular need. 3) The service is fit for purpose.
Description of a service asset... Any resource or capability used by a service provider to deliver services to a customer
Description of a customer asset... 1) Any resource or capability used by a customer to achieve a business outcome. 2) Their performance is the primary concern for service management.
Statement that describe a service portfolio... Represents the commitments and investments (complete set of services) made by a service provider across all customers and market spaces
The three service portfolio components are... Service pipeline, Retired services, Service catalogue
The purpose of a business case is... 1) Provides a detailed analysis of any impacts (business, financial and non-financial) or benefits. 2) Is a decision support and planning tool that projects the likely consequences of a business action.
The three types of service providers are... Internal service provider, Shared services unit, External service provider
Description of a shared services unit service provider... An internal service provider that provides shared IT services to more than one business unit
Description of an internal service provider... An internal service provider that is embedded within a business unit
Description of an external service provider... A service provider that provides IT services to external customers
Description of an internal stakeholder within a service provider organization... The functions, groups and teams that deliver the services
Description of an external customer stakeholder within a service provider organization... Those who buy goods or services
Description of an external user stakeholder within a service provider organization... Those who use the service on a day-to-day basis
Description of an external supplier stakeholder... Third parties responsible for supplying goods or services that are required to deliver IT services
Description of an output... What a service provider delivers, Measured in terms of performance, Compliance to a standard level of performance
Description of an outcome... The result of carrying out an activity, following a process, or delivering an IT service
The task of defining and documenting outcomes lies with the business units that achieve them. The process within service strategy that assists in defining these and communicating them to the service provider is... Business relationship management
Description of a shared services unit service provider... An internal service provider that provides shared IT services to more than one business unit
Description of an internal service provider... An internal service provider that is embedded within a business unit
Description of an external service provider... A service provider that provides IT services to external customers
Description of an internal stakeholder within a service provider organization... The functions, groups and teams that deliver the services
Description of an external customer stakeholder within a service provider organization... Those who buy goods or services
Description of an external user stakeholder within a service provider organization... Those who use the service on a day-to-day basis
Descriptions of an enabling service... 1) Enabling services give the provider an opportunity to serve the customer. 2) Enabling services are necessary for customers to use the core services satisfactorily.
Descriptions of an enhancing service... Enhancing services provide the differentiation for customers for a particular service
The value of a service... 1) The level to which a service meets customer's expectations. 2) Measured by how much the customer is willing to pay for the service, rather than the cost. 3) Is not determined by the provider, but by the person who receives it.
The value of a service can be defined by... The business outcomes achieved, The customer's preferences, The customer's perception of what was delivered
Strategic questions a service portfolio helps to clarify... 1) Why should a customer buy these services? 2) Why should they buy these services from us? 3) What are the pricing or chargeback models? 4) How should our resources and capabilities be allocated?
Description of the service portfolio... 1) The complete set of services that is managed by a service provider. 2) Includes three categories of service: service pipeline, service catalogue and retired services. 3) Articulates the value of services.
The three main processes of financial management are... Budgeting, Accounting, Charging
Description of the budgeting process within financial management... The process of predicting and controlling the income and expenditure of money within the organization
Description of the accounting process within financial management... The process that enables the IT organization to account fully for the way its money is spent
Description of the charging process within financial management... The process required to bill customers for the services supplied to them
The purpose of the business relationship management process... 1) To establish and maintain a business relationship between the service provider and the customer. 2) To identify customer needs. 3) Assisting the business in articulating the value of a service.
The scope of business relationship management includes... The overall relationship between the service provider and their customer
Description of a service asset... Any resource or capability that could contribute to the delivery of a service
The concept of "patterns of business activity (PBA)" is seen within this service strategy process... Demand management
Statements regarding 'patterns of business activity (PBA)'... 1) Services are designed to enable business activities, which in turn, achieve business outcomes. 2) Every time a business activity is performed, it generates demand for services.
The purpose of the service portfolio management process... 1) To ensure that the service provider can balance the investment in IT with the ability to meet business outcomes. 2) Enables an organization to investigate and decide on which services to provide.
The benefits of automating service processes include... 1) Improves the quality of service. 2) Reduces costs. 3) Reduces risks by reducing complexity and uncertainty. 4) Considered to improve the utility and warranty of services
Areas within service management that can benefit from automation... 1) Service catalogue. 2) Pattern recognition and analysis. 3) Classification, prioritization and routeing. 4) Detection and monitoring.
Every role in ITIL service management must have a core set of skills, attributes and competencies. These include... 1) Customer service skills. 2) The competence, knowledge and information necessary to complete their role.
What a service always delivers to customers... Value
The service strategy processes... Service Strategy, Strategy management for IT services, Service portfolio management, Financial management for IT services, Demand management, Business relationship management
How service value is calculated... Service value = Utility + Warranty
The stage of the service lifecycle most concerned with defining policies and objectives is... Service strategy
The consideration of value creation is a principle of the following stage of the service lifecycle... Service strategy
The owner of the specific costs and risks associated with providing a service is... The service provider
The stage of the service lifecycle that decides what services should be offered and to whom they will be offered... Service strategy
The most appropriate stakeholder to define the value of a service is... The customer
What an IT service should deliver to a customer... Value
The "warranty of a service" means that... Customers are assured of certain levels of availability, capacity, continuity and security
The two types of assets described in ITIL... Resources, Capabilities
Description of a resource... Resources are direct inputs for production
Description of a capability... Capabilities represent ability to coordinate, control and deploy resources. Capabilities are usually 'context' dependant.
The five resource types... Financial capital, Infrastructure, Applications, Information, People
The five capability types... Management, Organization, Processes, Knowledge, People
Description of a strategic asset... Can be used by an organization to provide value through competitive advantage or market differentiation. A set of distinct capabilities that provide superior value to customers through services.
The four activities of service portfolio management... Define, Analyze, Approve, Charter
The ITIL lifecycle that manages the service portfolio... Service strategy
The three types of service provider... Internal service provider, Shared services unit, External service provider
Statements regarding service value... 1) Value is highly dependent on customer's perceptions. 2) Perceptions of value are influenced by expectations.
The service strategy process that deals with 'patterns of business activity (PBA)'... Demand management
The service lifecycle that has value creation as a key principle... Service strategy
Customer perceptions and business outcomes can help to define the following element of a service... The value of the service
A service is not very reliable, but when it works, it is of great value to the customer. This combination, in terms of utility and warranty, can be described as... High utility and low warranty
From a customer perspective, the warranty of a service means... Customers are assured of certain levels of availability, capacity, continuity and security
The contents of a service package include... Core, enabling and enhancing services
ITIL Service Strategy is aimed at the following stakeholders... 1) Executives and managers who are responsible for defining the strategy of a service provider. 2) Customers and business unit leaders who interact with service providers.
Topics covered in ITIL Service Strategy include... 1) The development of market spaces. 2) Characteristics of internal and external provider types. 3) Service assets. 4) The service portfolio. 5) The implementation of strategy through the service lifecycle.
Comparison between the purpose of business relationship management and service level management... 1) BRM - To identify customer needs (utility and warranty). 2) SLM - To negotiate service level agreements (warranty terms) with customers.
Distinguishing features of a service include... 1) Intangible nature of output. 2) Demand tightly coupled with customer's assets. 3) High level of contact for producers and consumers of services. 4) Perishable nature of service output and service capacity.
Determining the value of a service includes a combination of the following elements... 1) The economic value of a service in financial terms. 2) The customer's perceptions of a service. 3) Perceptions of value are influenced by expectations.
The relationship between customer outcomes, service assets and customer assets... 1) Services are realized through the 'service assets' of a service provider. 2) 'Service assets' enhance the performance of 'customer assets' which improve 'customer outcomes'.
Created by: globalmes
 

 



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