Service, Please!
20/20 Vision
Roles
Service Catalog
Book Smarts
100
A means of delivering VALUE to customers by facilitating OUTCOMES that customers want, without the ownerships of specific costs and risks.
What is a the formal definition of "Service"?
100
We aspire to be TRUSTED PARTNERS who deliver INNOVATIVE, QUALITY SOLUTIONS committed to creating an EXCEPTIONAL EXPERIENCE
What is our Vision Statement?
100
A role that is accountable for the strategy and end-to-end management of a service, throughout a service's entire lifecycle.
Who is the Service Owner?
100
One of the three types of Service Categories that are customer facing services
What are Application Services?
100
ITSM Training and job aid information are available at this internal support site.
What is the Sutter Wiki? (And remember, it is now accessible from the IS Customer Portal!)
200
An organization focused on delivering exceptional services to customers.
What is a Service-Based Organization?
200
Provide Value to Sutter Health through Efficient Provision of Services
What is our Mission Statement?
200
The Process Owner for the Service Catalog Management process.
Who is Sophie Farsad?
200
Provides a customer-facing view for available services provided by SHIS.
What is "Service Catalog"?
200
A service is able to meet its intended purpose. In other words, the service does what it is supposed to do.
What is "fit for purpose" or the "Utility" of a service?
300
An approach to service management that considers a service from "end-to-end". This includes a service's strategy, design, transition, ongoing operation and continual improvement.
What is the "Service Management Lifecycle"?
300
An organization progresses from a purely Technology Focus, to a Service Focus, then to a Customer Focus, next to a Business Focus, and finally to Value Focus
What is Organizational Maturity?
300
A person or group that pays for a service.
What is a Customer?
300
These services support and enable the cusotmer facing services
What are Infrastructure Services?
300
An approach to deliver value to our users, that is proactive, service-focused, repeatable, enterprise-wide and follows industry best practices.
What is Service Management?
400
This is an agreement between a customer and a service provider that outlines the provider's commitment to delivering a service.
What is a "Service Level Agreement"?
400
You want to fly so much that you are willing to give up being a caterpillar!
What is "how to become a butterfly"?
400
A person or entity that collaborates in the design and / or delivery of a service. (Hint: this is not "the customer"!)
What is a Partner?
400
The different types of Service Catalog Views
What is Customer, IS and End User?
400
IS employees and other users go to IS Customer Portal and select "I need something".
How do people find the Service Catalog and its list of selectable services?
500
What do People, Technology, Products and Components enable?
What is a "Service"?
500
Those individuals who are all accountable to lead the organization through change.
What are Leaders?
500
The person who uses or consumes a service - example: a nurse, a finance manager, an administrative assistant.
What is a User or End User? (If you guessed "customer", you are almost correct. Remember, the true definition of a customer is someone who "pays for a service or product.")
500
These services are people based and consist of knowledge and expertise
What are Professional Services?
500
A term used to describe a service being available when needed, and having the capacity and reliability needed.
What is "fit for use" or the "warranty" of a service.
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