term1 Definition1term2 Definition2term3 Definition3
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Service Strategy (purpose & objective)
defines PERSPECTIVE, POSITION, PLANS and PATTERNS that a service provider needs to execute to meet an organization's business outcomes
Service Strategy (business value)
enable service provider to link its ACTIVITIES to OUTCOMES that are critical to customers
Service Strategy (3 processes)
PORTFOLIO management
FINANCIAL management
BUSINESS RELATIONSHIP management
value
level to which a service meets a customer's EXPECTATIONS (customers do not buy services, they buy the fulfilment of particular needs)
(business outcomes, preferences, perceptions)
PBA
Pattern of business activity (PBA)
WORKLOAD PROFILE of one or more business activities (help understand and plan for different levels of business activity)
service portfolio (incl. 3 categories)
COMPLETE SET of services that are managed by a service provider
service PIPELINE (proposed or in development)
service CATALOGUE (live or available for deploy)
RETIRED services
service catalogue (incl. 2 types)
DATABSE or structured DOCUMENT with info about all live IT services, incl. those available for deployment
CUSTOMER-FACING (visible to business)
SUPPORTING (required to deliver customer-facing)
business case
JUSTIFICATION for a significant item of EXPENDITURE (info about cost, benefit, options, issues, risks and possible problems; ROI; VOI)
governance
ensures that policies and strategy are actually implemented, and that required processes are CORRECTLY FOLLOWED
risk
possible event that could cause HARM or LOSS, or affect the ability to achieve objectives
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