terms - Sheet1 Flashcards
Term
Definition
- Service
A means of delivering value to customers by facilitating outcomes they want to achieve, without the customer having to manage specific costs and risks.
- Service Management
A set of specialized organizational capabilities for providing value to customers in the form of services.
- Process
A structured set of activities designed to accomplish a specific objective, taking one or more defined inputs and turning them into defined outputs.
- Function
A team or group of people and the tools they use to carry out one or more processes or activities.
- Role
A set of responsibilities, activities, and authorities granted to a person or team, often defined in a process or function.
- Outcome
The result of carrying out an activity, following a process, or delivering an IT service.
- Output
A tangible or intangible deliverable of an activity or process.
- Utility
The functionality offered by a product or service to meet a particular need (i.e., “what the service does”).
- Warranty
The assurance that a product or service will meet agreed requirements (i.e., “how the service is delivered”).
- Value
The perceived benefits, usefulness, and importance of something.
- Customer
The person or organization that defines the requirements for a service and takes responsibility for the outcomes of service consumption.
- User
The person or group who uses the service.
- Sponsor
A person who authorizes the budget for service consumption.
- Service Provider
An organization supplying services to one or more internal or external customers.
- Service Consumer
A generic role that includes customers, users, and sponsors.
- Service Offering
A formal description of one or more services, designed to address the needs of a target customer group.
- Service Relationship
The cooperation between a service provider and service consumer, including service provision, service consumption, and service relationship management.
- Service Relationship Management
Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings.
- Risk
A possible event that could cause harm or loss or make it more difficult to achieve objectives.
- Cost
The amount of money spent on a specific activity or resource.
- IT Asset
Any valuable component that can contribute to the delivery of an IT product or service.
