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service life cycle - Coggle Diagram

- - - - concerned with knowing how significant the event is and whether or not any response would be appropriate
        
        core activity within event managment is
        
        monotoring
        
        control cycle
    - - concerned with what needs to be done once incident has occure
        
        first line support
        
        has scripts to solve common problems
        
        second line suppotr
        
        esclation
      - incident can be detected by monotoring system or by user reporting
    - - is process where problems are recorded invistigated and if possible solved if error can not found solve to it it should be record in known error database
- - - - provide service to more that customer
    - - outsied
    - - who provides ervice to internal company dpartments
  - - - strategy managment is answer to question what service to offer to whome and why
    - - contains all service details service pipline service catalogue and retried service
    - - accounting
        
        recording cost and incom for providing service
        
        charging billing customers to use serviices
        
        budgeting
        
        allocating resources for services that might be commissioned, continued or withdrawn
      - IRR is a
        
        measure of how fast a particular investment will pay back, rather than a guess at what the
        
        absolute return will be for that investment
- - - - Measuring, recording and understanding metrics can, over time, provide many insights into how a system
        or service is operating
        
        cs performance metrics
        
        technology metrics
        
        process metrics
        
        service metrics
        
        Measurement underpins the whole of continual service improvement
        
        metrics on their own don't lead to improvement
        
        Metrics reflect the state of a system, or of the services
        provided or supported by a system.
        
        It follows that if metrics are used to understand changes in service performance, then it is necessary to know
        
        what those metrics were before the change. So, in order to assess the impact of making a change to a system,
        
        the ‘before change’ values of each relevant metric need to be collected. Such a collection of metrics is
        
        a baseline, against which the impact of a change can be measured.
        
        1 more item...
  - - - what is the vision
      - where we are now
    - - plan
        
        identify the strategy for nimprovement
        
        identify what is to be measured
      - do
        
        gather data
      - check
        
        process data
        
        analyse info
      - act
        
        present and use info
        
        impelemnt improvment
      - the seven-step process is about collating the information conveyed by metrics, not really about making
        improvements per se. To that extent, it can be viewed as essential underpinning for the CSI approach
    - - The DIKW model is often associated with the CSI seven-step process
        
        expresses the idea of
        
        transforming data into information, where it conveys something that was not previously known, then
        
        interpreting it in its context to give knowledge
    - - Again, the seven-step process is applied. The baseline, at the start of the process – that is, after the
      - implementation of the change – comprises all the KPIs and other metrics prior to the improvement.
      - Continuing to collect data (Steps 2, 3 and 4) for all these metrics enables a comparison between service
      - performance before and after the change. A systematic examination of changes in the metrics (Step 5 of
      - the process) can also identify opportunities for further improvements, thereby underpinning the final
      - stage of the seven-step process.
  - - - understanding the problem and identifying the scope for a solution depended initially on
        identifying a few metrics and interpreting the resulting data
- - - - requirements
        
        buisness requirements
        
        service applicapility
        
        contact requirements
      - serivice design
        
        functional requirements
        
        service level requirements
        
        service and opirational managment requirements
- - - - Olufisayo (2011) illustrates five essential characteristics of services
        that help to distinguish them from ordinary (physical) goods
        
        perishability
        
        intangibility
        
        Inseparability
        
        variability
        
        non ownerahip