Use LEFT and RIGHT arrow keys to navigate between flashcards;
Use UP and DOWN arrow keys to flip the card;
H to show hint;
A reads text to speech;
32 Cards in this Set
- Front
- Back
Customer |
Defines Requirements, Takes Responsibility |
|
sponsor |
Budget |
|
Service |
Outcomes, Cost, Risk |
|
Output |
Deliverable
|
|
Outcome |
Result, benefit |
|
Utility |
Functionality, Features, Fit for Purpose |
|
Warrenty |
Assurance, fit for use |
|
Plan |
Vision, current status |
|
Engage |
Understanding, Engagement, Relationship |
|
Design and Transition |
Stakeholders expectations |
|
Obtain/Build |
Available (service components) |
|
Deliver and Support |
Services delivered/ supported |
|
Continual Improvement Practice |
Align with changing business needs |
|
Information security |
Protect |
|
Relationship |
Link, strategic |
|
Supplier management |
Supplier performance |
|
Service level management |
Service performance, metrics |
|
Monitoring and event management |
Systematically observe |
|
Event |
Change of state |
|
Incident management |
Interruption, restoring |
|
Problem management |
Cause, reduce impact |
|
Known error |
Analyzed |
|
Service Desk |
Customer experiance, capture demand |
|
Service request |
User initiated, normal part of service delivery |
|
It asset management |
Valuable, manage the lifecycle, inventory information |
|
Service configuration management |
Information and relationships of CI’s, CIs are managed |
|
Change enablement |
Assess, authorize |
|
Change |
Addition, modification or removal |
|
Release management |
Available, new version |
|
Deployment management |
Move, implement, … |
|
Value |
Consumer |
|
4 dimensions |
Organizations and people, information technology, partners and supplies, value streams and processes |