CSFs & Risks

Question 1

Critical Success Factors

Answer 1

• Factors critical to the success of a service management org:
• Experienced, skilled and trained staff with the strategic vision and decision-making skills needed for success
• Adequate support and important funding from the business who must recognise the potential value IT service management can offer
• Appropriate & effective support tools to allow the processes to be quickly and successfully implemented and operated in a cost-effective way

Question 2

Risk

Answer 2

Risk is the uncertainty of outcome, whether positive opportunity or negative threat

• Risk analysis
• Gathers information, makes decisions
• Risk Mgmt
• Processes, monitoring, Control

Question 3

Strat

Answer 3

Services reduce risk to the customers business but they also transfer risk to the service provider
-Risk flows both ways

Question 4

Risks

Answer 4

• Service Provider
• Contract Risks
• Design Risks
• Operational Risks
• Market Risks

Question 5

test

Answer 5

..