IT Service Methods and Virtual Value Chain

The stage where businesses start using digital tools to gather information. For example, websites and social media are used instead of physical locations.

This stage involves analyzing the information gathered to create new services that meet customers' needs. Example: PLDT's rewards program addresses a need for customer engagement.

This stage involves building relationships with customers through collaboration and engagement. Example: PLDT could use brand ambassadors to promote their services.

A virtual value chain is a way to create value by analyzing customer information. It leverages online tools to improve services.

The risk of privacy breaches when companies gather information through digital means. Sensitive information can be accessed by malicious individuals.

When user information is shared without informed consent or is sold to third parties, it can be a violation of privacy.

Companies should prioritize the security of user information. This includes measures to prevent data leaks and unauthorized access.

A business's responsibility to protect users' information from misuse. This promotes trust and ethical data handling.

Two interconnected realms where businesses compete: the physical marketplace for goods and services, and the virtual marketspace for information and digital interactions.

A series of linked stages that transform raw materials into valuable goods or services, encompassing operations, delivery, sales, marketing, and service.

A key objective of the virtual value chain focusing on facilitating cost-effective and direct interactions between users and value chain members.

A vital objective of the virtual value chain aiming to provide end-users with unique and valuable services based on factors such as performance, aesthetics, security, and reliability.

An essential objective of the virtual value chain focused on ensuring a consistent flow of value creation and delivery.

The five stages of the virtual value chain: Gather, Organize, Select, Synthesize, and Distribute. Each stage is applied to create value in both the physical and virtual realms of the value chain.

The initial stage of the virtual value chain, which involves reimagining physical operations with the help of information technology and digital tools.

Ensuring information from users is accurate and reliable. This includes quality checks and identifying unreliable sources.

The practice of clearly informing users about what happens to their data, like cookies or submitted forms, to build trust.

A set of processes designed to manage IT services, addressing incidents, service requests, and IT assets, ensuring a smoother and efficient IT environment.

The first stage of ITSM, focusing on the overall IT strategy to meet the organization's needs, including service definition, planning, and risk management.

The use of agreements, like Terms and Conditions, to inform users about their rights and responsibilities when using a service.

The practice of preventing potential lawsuits or charges by ensuring compliance with laws and regulations related to data handling.

The process of addressing incidents and service requests efficiently, maintaining smooth operation of IT services.

Examines the market and how the organization plans to service it.

Analyzes various services an organization wants to offer based on cost and value.

Scales resources to meet demand, ensuring a balance between service needs and costs.

Focuses on understanding customer expectations, including feedback mechanisms, surveys and complaints.

Transforms ideas from Service Strategy into a concrete IT solution that meets objectives.

Ensures the organization meets all commitments, contracts and obligations related to services.

Analyzes the capacity needs of the organization, such as speed, bandwidth and service space.

Evaluates the organization's resources like personnel, tools and infrastructure to ensure successful project completion.

A set of processes used to manage IT services, addressing incidents, service requests, and IT assets, aiming for a smooth and efficient IT environment.

The first stage of ITSM, focusing on the overall IT strategy to meet the organization's needs. It involves defining services, planning for the future, and managing risks.

A process that minimizes the damage caused by an incident and facilitates resolutions. This is a key part of IT Service Management.

This process ensures that users are who they say they are and have the right permissions to access services.

A process that monitors IT infrastructure and helps manage day-to-day tasks to make sure services stay operational.

A crucial process that continually evaluates and improves other IT processes by gathering feedback and making improvements to enhance the quality of services.

A valuable part of CSI that involves gathering user feedback on products and services through surveys.

A part of CSI that involves analyzing and measuring the effectiveness of ongoing IT processes.

The process of introducing new IT services and adapting the organization to use them, aiming for seamless transition and improved service quality for users.

One of the key sub-units of Service Transition, focusing on minimizing disruption during the implementation of new services by carefully managing the schedule of release and deployment.

A sub-unit of Service Transition, concerned with making sure that there are enough technical resources and capacity to deliver quality services continually.

A sub-unit of Service Transition that manages the IT assets (like hardware, software, data) used in service delivery, ensuring they're accessible, properly configured, and sustainable.

This sub-unit of Service Transition focuses on the day-to-day delivery of services to users, ensuring reliability and consistency. It handles issues, anomalies, and disruptions to ensure expected service levels.

A sub-unit of Service Operation that monitors and manages changes in the system's configuration. It alerts IT personnel when something needs attention.

A sub-unit of Service Operation that handles incidents, analyzes problems, escalates issues, and implements solutions to restore service functionality.

A sub-unit of Service Transition, responsible for gathering, organizing, and storing knowledge from various processes to prevent redundancy and streamline service delivery.