Drag and Drop Matching Questions

Roles, responsibilities, culture, and skills

Data, applications, and infrastructure

Third-party relationships and contracts

Activities and workflows to achieve objectives

Unplanned interruption or reduction in quality of a service

Root cause of one or more incidents

Temporary solution to restore service until permanent fix is available

A problem with a documented root cause and workaround

A pre-defined request from a user for information or access

Trigger for value co-creation

Outcome of service delivery perceived by stakeholders

Directs and controls the organization's activities

Set of interconnected activities to create value

Sets of organizational resources for performing work

Ensure shared understanding of vision, objectives, and direction

Continually improve products, services, and practices

Understand stakeholder needs and ensure transparency

Ensure services meet requirements and are ready for use

Acquire or create service components and make them available

Everything the organization does must map to stakeholder value

Use existing services, processes, and tools as a foundation

Work in small, incremental steps with regular reviews

Involve stakeholders and make work visible to reduce silos

Minimize complexity and eliminate unnecessary steps

A means of enabling value co-creation by facilitating outcomes customers want

Fit for purpose; functionality offered by a service

Fit for use; assurance that a service will meet agreed conditions

A result of using a service, enabled or supported by the service

A tangible or intangible deliverable of an activity

Service Management

General Management

Service Management

General Management

Technical Management

Accountable for the delivery of a specific service

Accountable for the design and performance of a process

Authorizes changes according to the change authority matrix

Manages the service desk team and operations

Drives problem identification and root cause analysis

Restore normal service operation as quickly as possible

Prevent incidents and minimize impact of those that cannot be prevented

Ensure changes are assessed, approved, and implemented in a controlled manner

Handle pre-defined, user-initiated service requests

Provide a single point of contact for users and customers

A database or log of improvement opportunities

A structured approach to improvement initiatives

A metric used to evaluate success in meeting objectives

A necessary condition for achieving a goal

Steps: What is the vision?, Where are we now?, etc.