Term
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Definition
| 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. |
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Term
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Definition
| Any action required to deliver a service output to a user. Service actions may be performed by a service provider resource, by service users, or jointly. |
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Term
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Definition
| A view of all the services provided by an organization. It includes interactions between the services, and service models that describe the structure and dynamics of each service. |
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Term
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Definition
| Structured information about all the services and service offerings of a service provider, relevant for a specific target audience. |
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Term
| service catalogue management practice |
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Definition
| The practice of providing a single source of consistent information on all services and service offerings, and ensuring that it is available to the relevant audience. |
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Term
| service configuration management practice |
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Definition
| The practice of ensuring that accurate and reliable information about the configuration of services, and the configuration items that support them, is available when and where needed. |
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Term
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Definition
| Activities performed by an organization to consume services. It includes the management of the consumer |
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Term
| service continuity management practice |
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Definition
| The practice of ensuring that service availability and performance are maintained at a sufficient level in case of a disaster. |
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Term
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Definition
| The practice of designing products and services that are fit for purpose, fit for use, and that can be delivered by the organization and its ecosystem. |
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Term
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Definition
| The point of communication between the service provider and all its users. |
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Term
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Definition
| The practice of capturing demand for incident resolution and service requests. |
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Term
| service financial management practice |
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Definition
| The practice of supporting an organization |
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Term
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Definition
| One or more metrics that define expected or achieved service quality. |
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Term
| service level management practice |
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Definition
| The practice of setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets. |
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Term
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Definition
| A set of specialized organizational capabilities for enabling value for customers in the form of services. |
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Term
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Definition
| 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. |
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Term
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Definition
| A role that is accountable for the delivery of a specific service. |
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Term
| business impact analysis (BIA) |
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Definition
| A key activity in the practice of service continuity management that identifies vital business functions and their dependencies. |
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Term
| business relationship manager (BRM) |
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Definition
| A role responsible for maintaining good relationships with one or more customers. |
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Term
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Definition
| Any component that needs to be managed in order to deliver an IT service. |
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