SCS Module 1
What is a Service? - ANS-A way to deliver value to customers by facilitating outcomes that the
customer wants, without the ownership of cost and risk.
The functions and processes combined to provide an outcome.
Three perceptions about a Service are... - ANS--They fulfill one or more customer need
-They support the business objectives
-They are perceived as a coherent whole
What is a system? - ANS-A number of related things or components that work together to
achieve an overall objective.
What is a customer? - ANS-Someone who subscribes to and pays for services
What is a user? - ANS-Someone who interacts with the provided service
Three important things about value.. - ANS--Value is always in the eye of the beholder
-Value suggests economic compensation
-IT must understand what is important to their customers and what they value most
What are three important things to know about a service? - ANS--Services are framed in terms
of what actively is done for customers
-Services must be used regularly to have value
-Services are an aggregate of human and technical resources to facilitate the customer
outcomes
____________ are a tangible aspect of a service but not its totality. - ANS-Products
___________ may have a mix of product and service components. - ANS-Services
What is the Service Catalog? - ANS-The central source of trusted and consistent information on
all agreed services delivered and supported by IT.
The Service Catalog provides a centralized channel for the business to do [these things]. -
ANS-Ask questions, order services, and obtain more information about IT and the services
offered.
Benefits of a Service Catalog include... - ANS--A cornerstone for managing the business of IT
-A method of clearly communicating the value IT provides
-An enabler of Demand Management
What is a Service? - ANS-A way to deliver value to customers by facilitating outcomes that the
customer wants, without the ownership of cost and risk.
The functions and processes combined to provide an outcome.
Three perceptions about a Service are... - ANS--They fulfill one or more customer need
-They support the business objectives
-They are perceived as a coherent whole
What is a system? - ANS-A number of related things or components that work together to
achieve an overall objective.
What is a customer? - ANS-Someone who subscribes to and pays for services
What is a user? - ANS-Someone who interacts with the provided service
Three important things about value.. - ANS--Value is always in the eye of the beholder
-Value suggests economic compensation
-IT must understand what is important to their customers and what they value most
What are three important things to know about a service? - ANS--Services are framed in terms
of what actively is done for customers
-Services must be used regularly to have value
-Services are an aggregate of human and technical resources to facilitate the customer
outcomes
____________ are a tangible aspect of a service but not its totality. - ANS-Products
___________ may have a mix of product and service components. - ANS-Services
What is the Service Catalog? - ANS-The central source of trusted and consistent information on
all agreed services delivered and supported by IT.
The Service Catalog provides a centralized channel for the business to do [these things]. -
ANS-Ask questions, order services, and obtain more information about IT and the services
offered.
Benefits of a Service Catalog include... - ANS--A cornerstone for managing the business of IT
-A method of clearly communicating the value IT provides
-An enabler of Demand Management
