Answer the following questions:1.

Services:-

Services are a means of delivering value to customers without requiring the

customer to own specific costs and risks.
What is service: -
Cost:-.
Risk:-
Who is responsible of cost and risk? (Customer or Service Provider)

2.
3.

What is Service Management according to our case

How you manage the service?

Processes
Processes are structured sets of activities designed to achieve a specific
objective. Processes have four basic characteristics:
1. They transform inputs into outputs
2. They deliver results to a specific customer or stakeholder
3. They are measurable
4. They are triggered by specific events
4. State the processes that our case study contain it and answer on the
above four characteristics according to the processes that deliver to
each customer.
5. ITIL utilizes the RACI model as a generic tool for reviewing and assigning
four key roles to any important task or activity. In your case state each
of this keys.

Service Portfolio - Contents

1

For each service the Service Portfolio defines:

Name
Current lifecycle status of the service
(e.g., "Proposed", "Defined", "Chartered", "Designed", "Built", "Tested", "Released", "Operational", "Retired")
Service Type
1.

Customer-facing service (services delivered to the customers) or supporting/technical service (invisible to

the customers, used to underpin customer-facing services)

2.

Internal/ external: Internally provided service or a service sourced from an external service supplier
Service Owner
(responsibility for service provisioning)
Customers
(customers currently using this service)
Contacts and procedures for signing up to the service

1.

e.g. contact details of the responsible Service Level Manager

2.

Procedure for signing up

Description/ desired customer outcome

1.

Business justification (value added from a business point of view)

2.

Business processes/ activities on the customer side supported by the service

3.

Desired outcome in terms of utility (example: "Field staff can access enterprise applications xxx and yyy
without being constrained by location or time")

4.

Desired outcome in terms of warranty (example: "Access is facilitated worldwide in a secure and reliable
manner")
Offerings and packages, variations

1.

e.g. different Service Level packages on offer

2.

e.g. different coverage of time zones

3.

e.g. different coverage of geographical regions

Costs and pricing

1.

Available pricing schemes for the service provision

2.

Rules for penalties/ charge backs

2

Dependencies
1.

Services

1.

Required Infrastructure Services (Infrastructure Services on which this service depends)

2.

Supported services (other services which depend on this service)

2.

Components/ Configuration Items (major CIs like on which this service depends)
Planned changes to the service
(if any)

1.

References to relevant plans (e.g. Service Strategy Plan, Strategic Action Plans, entries in the CSI
Register)

2.

Business case/ cost-benefit analysis

3.

Priority of the envisaged change

4.

Risks associated with the envisaged change

5.

Time schedule and status information

References to further documents

According to Service Portfolio example

above implement it on your case