Upgrade to remove ads
IT Service Management - Service Strategy
Content from the ITIL Foundation glossary, copyright © AXELOS Limited 2011. All rights reserved. Material is reproduced with the permission of AXELOS. See https://en.wikiversity.org/wiki/IT_Service_Management for supporting lessons.
Terms in this set (115)
A role that is very similar to that of the business relationship manager, but includes more commercial aspects.
The process responsible for identifying the actual costs of delivering IT services, comparing these with budgeted costs, and managing variance from the budget.
A period of time (usually one year) for which budgets, charges, depreciation and other financial calculations are made.
A technique that uses mathematical models to predict the behaviour of IT services or other configuration items.
Any resource or capability that could contribute to the delivery of a service.
One or more attributes of an asset that make it particularly useful for a given purpose.
The activity responsible for producing an invoice or a bill and recovering the money from customers.
An overall corporate entity or organization formed of a number of business units.
Justification for a significant item of expenditure.
A recipient of a product or a service from the business.
business impact analysis (BIA)
The activity in business continuity management that identifies vital business functions and their dependencies.
The day-to-day execution, monitoring and management of business processes.
business relationship management
The process responsible for maintaining a positive relationship with customers.
business relationship manager (BRM)
A role responsible for maintaining the relationship with one or more customers.
A segment of the business that has its own plans, metrics, income and costs.
The ability of an organization, person, process, application, IT service or other configuration item to carry out an activity.
The present commitment of funds in order to receive a return in the future in the form of additional cash inflows or reduced cash outflows.
The cost of purchasing something that will become a financial asset.
Identifying major cost as capital, even though no asset is purchased.
A document that includes a high level description of a potential service introduction or significant change, along with a corresponding business case and an expected implementation schedule.
A deliverable of an IT service that is used in calculating charges to customers.
Requiring payment for IT services.
A policy specifying the objective of the charging process and the way in which charges will be calculated.
The process responsible for deciding how much customers should pay (pricing) and recovering money from them (billing).
A document that contains details of a new service, a significant change or other significant project.
An approach to the management of IT services, processes, functions, assets etc.
A service that delivers the basic outcomes desired by one or more customers.
A business unit or project to which costs are assigned.
The middle level of category to which costs are assigned in budgeting and accounting.
A general term that is used to refer to budgeting and accounting, and is sometimes used as a synonym for financial management.
A framework used in budgeting and accounting in which all known costs can be recorded, categorized and allocated to specific customers, business units or projects.
The highest level of category to which costs are assigned in budgeting and accounting.
The lowest level of category to which costs are assigned.
customer agreement portfolio
A database or structured document used to manage service contracts or agreements between an IT service provider and its customers.
A database or structured document used to record all customers of the IT service provider.
The process responsible for understanding, anticipating and influencing customer demand for services.
A measure of the reduction in value of an asset over its life.
The cost of providing an IT service which can be allocated in full to a specific customer, cost centre, project etc.
economies of scale
The reduction in average cost that is possible from increasing the usage of an IT service or asset.
economies of scope
The reduction in cost that is allocated to an IT service by using an existing asset for an additional purpose.
A service that is needed in order to deliver a core service.
A service that is added to a core service to make it more attractive to the customer.
enterprise financial management
The function and processes responsible for managing the overall organization's budgeting, accounting and charging requirements.
eSourcing Capability Model for Client Organizations (eSCM-CL)
A framework to help organizations in their analysis and decision-making on service sourcing models and strategies.
eSourcing Capability Model for Service Providers (eSCM-SP)
A framework to help IT service providers develop their IT service management capabilities from a service sourcing perspective.
An attribute added to something to make it more attractive or more exciting to the customer.
external service provider
An IT service provider that is part of a different organization from its customer.
A generic term used to describe the function and processes responsible for managing an organization's budgeting, accounting and charging requirements.
financial management for IT services
The function and processes responsible for managing an IT service provider's budgeting, accounting and charging requirements.
An accounting period covering 12 consecutive months.
fit for purpose
The ability to meet an agreed level of utility.
fit for use
The ability to meet an agreed level of warranty.
A cost that does not vary with IT service usage.
The cost of providing an IT service which cannot be allocated in full to a specific customer.
Using an internal service provider to manage IT services.
internal rate of return (IRR)
A technique used to help make decisions about capital expenditure.
internal service provider
An IT service provider that is part of the same organization as its customer.
IT service provider
A service provider that provides IT services to internal or external customers.
IT steering group (ISG)
A formal group that is responsible for ensuring that business and IT service provider strategies and plans are closely aligned.
A model developed by Noriaki Kano that is used to help understand customer preferences.
line of service (LOS)
A core service or service package that has multiple service options.
The increase or decrease in the cost of producing one more, or one less, unit of output.
Opportunities that an IT service provider could exploit to meet the business needs of customers.
Provision of services from a country near the country where the customer is based.
net present value (NPV)
A technique used to help make decisions about capital expenditure that compares cash inflows with cash outflows.
An approach to charging for IT services where charges to customers are calculated and customers are informed of the charge, but no money is actually transferred.
Provision of services from a location outside the country where the customer is based, often in a different continent.
Provision of services from a location within the country where the customer is based.
The revenue that would have been generated by using the resources in a different way.
Using an external service provider to manage IT services.
pattern of business activity (PBA)
A workload profile of one or more business activities.
The activity for establishing how much customers will be charged.
A business unit that charges for services provided.
project management office (PMO)
A function or group responsible for managing the lifecycle of projects.
A database or structured document used to manage projects throughout their lifecycle.
A charging policy where actual money is transferred from the customer to the IT service provider in payment for the delivery of IT services.
A generic term that includes IT infrastructure, people, money or anything else that might help to deliver an IT service.
return on assets (ROA)
A measurement of the profitability of a business unit or organization which is calculated by dividing the annual net income by the total value of assets.
return on investment (ROI)
A measurement of the expected benefit of an investment.
A technique used in the assessment of the business impact of incidents which models the dependencies between configuration items, and the dependencies of IT services on configuration items.
A database or structured document with information about all live IT services, including those available for deployment.
A document that contains details of a new or changed service.
A contract to deliver one or more IT services.
A model that shows how service assets interact with customer assets to create value.
A choice of utility and warranty offered to customers by a core service or service package.
A role responsible for managing one or more services throughout their entire lifecycle.
Two or more services that have been combined to offer a solution to a specific type of customer need or to underpin specific business outcomes.
A database or structured document listing all IT services that are under consideration or development, but are not yet available to customers.
The complete set of services that is managed by a service provider, including service pipeline, service catalog, and retired services.
service portfolio management (SPM)
The process responsible for managing the service portfolio.
The total possible value of the overall capabilities and resources of the IT service provider.
An organization supplying services to one or more internal customers or external customers.
service provider interface (SPI)
An interface between the IT service provider and a user, customer, business process or supplier.
The strategy and approach for deciding whether to provide a service internally, to outsource it to an external service provider, or to combine the two approaches.
The perspective, position, plans and patterns that a service provider needs to execute to meet an organization's business outcomes.
A measurement of the total cost of delivering an IT service, and the total value to the business of that IT service.
The highest of three levels of planning and delivery (strategic, tactical, operational), which includes objective setting and long-term planning to achieve the overall vision.
Any asset that provides the basis for core competence, distinctive performance or sustainable competitive advantage, or which allows a business unit to participate in business opportunities.
A strategic plan designed to achieve defined objectives.
strategy management for IT services
The process responsible for defining and maintaining an organization's perspective, position, plans and patterns with regard to its services and the management of those services.
A third party responsible for supplying goods or services that are required to deliver IT services.
The activities in a value chain carried out by suppliers.
total cost of ownership (TCO)
A methodology used to help make investment decisions that assesses the full lifecycle cost of owning a configuration item, not just the initial cost or purchase price.
total cost of utilization (TCU)
A methodology used to help make investment and service sourcing decisions that assesses the full lifecycle cost to the customer of using an IT service.
A cost type which records expenditure made on behalf of another part of the organization.
Type I service provider
An internal service provider that is embedded within a business unit.
Type II service provider
An internal service provider that provides shared IT services to more than one business unit.
Type III service provider
A service provider that provides IT services to external customers.
The cost to the IT service provider of providing a single component of an IT service.
user profile (UP)
A pattern of user demand for IT services.
The functionality offered by a product or service to meet a particular need.
A sequence of processes that creates a product or service that is of value to a customer.
A complex set of relationships between two or more groups or organizations.
A cost that depends on how much the IT service is used, how many products are produced, the number and type of users, or something else that cannot be fixed in advance.
Assurance that a product or service will meet agreed requirements.
THIS SET IS OFTEN IN FOLDERS WITH...
IT Service Management - Service Management
IT Service Management - Service Design
IT Service Management - Service Transition
IT Service Management - Service Operation
YOU MIGHT ALSO LIKE...
ITIL 2011 Foundation revision
ITIL Service Strategy
PDF - Module 3 - Simpleelern
OTHER SETS BY THIS CREATOR
IT Fundamentals - Business Continuity
IT Fundamentals - Troubleshooting
IT Fundamentals - Security Practices
IT Fundamentals - Security Concepts