Mastering IT Service Management Best Practices

9 Questions

¿Cuál es el enfoque principal de la implementación de las mejores prácticas para los servicios de TI?

La creación de valor para los clientes

¿Por qué es necesario involucrar a los clientes en el proceso de implementación de las mejores prácticas?

Para maximizar el valor empresarial

¿Quiénes tienen un interés en las inversiones de TI de una empresa?

La junta directiva, la gerencia, los auditores y los reguladores

¿Qué es un producto en el contexto de la gestión de servicios?

La configuración de los recursos de la organización diseñados para ofrecer valor al consumidor

¿Qué es un riesgo en el contexto de la gestión de servicios?

Un evento que podría causar daño o dificultar los objetivos

¿Cuál es el objetivo principal del SVS (Sistema de Valor de Servicio)?

Crear y administrar productos y servicios

¿Qué es la cadena de valor de servicios?

Las actividades necesarias para responder a la demanda y crear valor

¿Cuál es el propósito del gobierno corporativo en la gestión de servicios?

Evaluar y dirigir la empresa

¿Qué es la relación de servicio en la gestión de servicios?

La cooperación entre el proveedor de servicios y el consumidor

Study Notes

The focus is on implementing best practices for IT services.
The implementation should be consistent with the company's risk management framework.
IT standards and best practices are typically known by IT professionals.
Involving customers in the process is necessary for maximum business value.
Effective use of IT should be a collaborative experience between the customer and service providers.
Other stakeholders such as the board, management, auditors, and regulators have an interest in IT investments.
Best practices define a compact group of processes.
Additional material provides strategic and business context for IT decision-making.
Best practices should be integrated with other methodologies and practices in use.
The approach should have a business focus and involve customer participation.
Offer of services: description of one or more services to satisfy consumer needs
Request for catalog: view of catalog providing details of requested services
RfX: term for requests of information, proposals, budgets, offers, or demonstrations
Product: configuration of organization resources designed to offer value to consumer
Outcome: achievement of value for stakeholders
Output: tangible or intangible delivery from an activity
Risk: possible event that could cause damage or hinder objectives
Service management: specialized organizational capabilities to deliver value to customers
Service relationship: cooperation between service provider and consumer
Types of risks: eliminated by service (value proposition) and imposed on consumer by service consumption
Resources, especially human resources, should be optimized and automated for better results.
Human intervention should only occur where it adds value.
Governance is divided into three steps: evaluate, direct, and monitor.
The SVS focuses on the service value chain, which describes the activities needed to respond to demand and create value.
The SVS is a model for creating and managing products and services.
The goal is to produce practical solutions with tangible results.
Technology should be used to achieve what it is capable of.
Use strategies, policies, and processes to evaluate and direct the company.
Monitor to ensure strategies, policies, and processes are being carried out as planned.
The SVS facilitates value creation through service management.