ITIL Service Strategy and/or Service Offerings and Agreements
Pošto sam položila ITIL CSI (!!!!!), prelazim na sledeću oblast.
Nove skraćenice :
ASP – application service provider
BIA – business impact analysis
BMP – best management practice
BPO – business process outsorcing
BU – business unit
DIY – do it yourself
FMEA – failure modes and effect analysis
IRR – internal rate of return, a discounted cash flow method
KPO – knowledge process outsorcing
MoP – management of portfolios
MoR – management of risks
MoV – management of value
MSP – management successful programmes
NPV – net present value
ROI – return on investment, financial benefits
ROIC – return on invested capital
SIP – service improvement plan
SPI – service provider interface
SSU – shared business unit
TCO – total cost of ownership
VOI – value on investment VOI=financial value+intangible benefits
Neke definicije :
Effective – conforms to a set norm, repeatable, measurable, managable, achieves the required outcome
Efficient – activities can be carried out with a minimum use of resources
Output – refers to a specific level of service, NOT a business objective.
Outcome – when business is able to perform activities which meet business objectives.
Economic value – total value that the customer perceives the service to deliver.
Aggregation – centralized services resulting in a single type II service provider
Insourcing – going to a type I or II of a IT service provider
Disaggregation – decentralization resulting in a number of type I IT service providers
Outsourcing – IT services sourced from outside (type III provider)
Service archetype – basic building blocks for services
Discounted cach flow – the fluctuation in the value of income and expenditure over a period of time.