Definitions Flashcards
Service
A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks
Service Management
A set of specialized organizational capabilities for enabling value to customers in the form of services.
Value
The perceived benefits, usefulness, and importance of something.
Utility
The functionality offered by a product or service to meet a particular need.
Warranty
The assurance that a product or service will meet agreed requirements.
Output
A tangible or intangible delivery of an activity.
Outcome
A result for a stakeholder enabled by one or more outputs.
Cost
The amount of money spent on a specific activity or resource.
Risk
A possible event that could cause harm or loss, or make it more difficult to achieve objectives. Can also be defined as uncertainty of outcome, and can be used in the context of measuring the probability of positive outcomes as well as negative outcomes.
Organization
A person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives.
Customer
The role that defines the requirements for a service and takes responsibility for the outcomes of service consumption.
Product
A configuration of an organization’s resources designed to offer value for a consumer.
Service offering
A formal description of one or more services, designed to address the needs of a target
consumer group. A service offering may include goods, access to resources, and service actions.
Service relationship
A cooperation between a service provider and service consumer. Service relationships include
service provision, service consumption, and service relationship management.
Service request
A request from a user or a user’s authorized representative that initiates a service action which
has been agreed as a normal part of service delivery.
Service provision
Activities performed by an organization to provide services. Service provision includes:
• management of the provider’s resources, configured to deliver the service
• ensuring access to these resources for users
• fulfilment of the agreed service actions
• service level management and continual improvement.
Service provision may also include the supplying of goods.
Service consumption
Activities performed by an organization to consume services. Service consumption includes:
• management of the consumer’s resources needed to use the service
• service actions performed by users, including utilizing the provider’s resources, and
requesting service actions to be fulfilled.
Service consumption may also include the receiving (acquiring) of goods.
Value stream
A series of steps an organization undertakes to create and deliver products and services to
consumers.
Process
A set of interrelated or interacting activities that transform inputs into outputs. A process takes
one or more defined inputs and turns them into defined outputs. Processes define the sequence
of actions and their dependencies.
Change
The addition, modification, or removal of anything that could have a direct or indirect effect
on services.
Incident
An unplanned interruption to a service or reduction in the quality of a service.
IT asset
Any financially valuable component that can contribute to the delivery of an IT product or
service.
Event
Any change of state that has significance for the management of a service or other configuration item (CI). Events are typically recognized through notifications created by an IT service, CI, or monitoring tool.
Problem
A cause, or potential cause, of one or more incidents.
Known error
A problem that has been analyzed but has not been resolved.
Workaround
A solution that reduces or eliminates the impact of an incident or problem for which a full
resolution is not yet available. Some workarounds reduce the likelihood of incidents.
Configuration item
Any component that needs to be managed in order to deliver an IT service.
Service level agreement
A documented agreement between a service provider and a customer that identifies both
services required and the expected level of service.
