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ITIL part 1

Key concepts of service management definitions

TermDefinition
Service management A set of specialised organisational capabilities for enabling VALUE for customers in the form of SERVICES
Service relationship A COOPERATION between a service PROVIDER and a service CONSUMER.
User The role that USES the SERVICE
Sponsor The role that AUTHORISES BUDGET for service consumption.
Utility Fit for purpose (Functionality) "what the service does"
Warranty Fit for use (assurance) "how the service performs"
Value The PERCEIVED benefits, usefulness and importance of something.
Customer The role that DEFINES the REQUIREMENTS for a service and takes RESPONSIBILITY for the OUTCOMES of service consumption.
Stakeholder A person or organisation that has an INTEREST or Involvement in an organisation, product, service practice or other entity.
Stakeholder could be? Employees - Partners or providers - Investors or Shareholders - Government organisations - Social Groups
Products are configurations of resources including? People - Information and Technology - Value streams and processes - Partners and suppliers
Outcome A result for a stakeholder supported by one or more OUTPUTS
Output A tangible or intangible deliverable of an activity.
Product A configuration of an organisation's RESOURCES designed to offer VALUE for a consumer
Service A way of enabling VALUE co-creation by facilitating OUTCOMES that customers want to achieve, without having to manage specific COSTS and RISKS.
Created by: tonichaa
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