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