Return On Investment (ROI), Value On Investment (VOI), quality
Strategic, tactical and operational
Critical Success Factors (CSFs), Key Performance Indicators (KPIs), activities
Technology, process and service
Service Strategy
Service Transition
Service Operation
Continual Service Improvement
The availability of a service or component
The level of risk that could impact a service or process
How long a service or component can perform its function without failing
A measure of how quickly a service or component can be restored to normal working
The RACI Model
A Release Package
A Request Model
The Plan, Do, Check, Act (PDCA) cycle
Performance analysis
Recording Configuration Items
Monitoring services
Defining roles and responsibilities
Proprietary Knowledge may be difficult to adopt, replicate or transfer since it is often undocumented
Public standards are always cheaper to adopt
Public frameworks are prescriptive and tell you exactly what to do
Proprietary knowledge has been tested in a wide range of environments
To standardize methods and procedures used for efficient and prompt handling of all changes
To ensure all changes to Service Assets and Configuration Items (CIs) are recorded in the Configuration Management System (CMS)
To ensure that overall business risk of change is optimized
To define and agree release and deployment plans with customers and stakeholders
Operational Level Agreement (OLA)
Capacity Plan
Service Level Agreement (SLA)
SLA Monitoring Chart (SLAM)
A set of specialized organizational capabilities for providing value to customers in the form of services
A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose
The management of functions within an organization to perform certain activities
Units of organizations with roles to perform certain activities
Applications and Infrastructure
Functions and Processes
Service Pipeline and Service Catalogue
Markets and Customers
It is measurable
Delivers specific results
Responds to specific events
A method of structuring an organization
A set of specialized organizational capabilities for providing value to customers in the form of services
A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose
The management of functions within an organization to perform certain activities
Units of organizations with roles to perform certain activities
Both of the above
1 only
Neither of the above
2 only
To ensure that a service can be managed, operated and supported
To provide training and certification in project management
To provide quality knowledge of Change, Release and Deployment Management
To plan and manage the capacity and resource requirements to manage a release
To decide how IT will engage with suppliers during the Service Management Lifecycle
To proactively prevent all outages to IT Services
To design and build processes that will meet business needs
To deliver and manage IT Services at agreed levels to business users and customers
2 only
1 only
Neither of the above
Both of the above
An agreement between the service provider and another part of the same organization
An agreement between the service provider and an external organization
A document that describes to a customer how services will be operated on a day-to-day basis
A document that describes business services to operational staff
A measurement of cost
A function described within Service Transition
The team of people responsible for implementing a release
The portion of a service or IT infrastructure that is normally released together
An unplanned disruption of service unless there is a backup to that service
An unplanned interruption to service or a reduction in the quality of service
Any disruption to service whether planned or unplanned
Any disruption to service that is reported to the Service Desk, regardless of whether the service is impacted or not
A Known Error for which the cause and resolution are not yet known
The cause of two or more Incidents
A serious Incident which has a critical impact to the business
The cause of one or more Incidents
People, Process, Partners, Suppliers
People, Process, Products, Technology
People, Process, Products, Partners
People, Products, Technology, Partners
What is the Return On Investment (ROI)?
How much did it cost?
How do we keep the momentum going?
What is the Value On Investment (VOI)?
3-1-2-4
3-4-2-1
1-3-2-4
2-3-4-1
Implementing service and process improvements
Reviewing measurable improvements
Creating a baseline
Defining measurable targets
Processes and functions
Maturity and cost
The end to end service
Infrastructure availability