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ITIL part 1
Key concepts of service management definitions
Term | Definition |
---|---|
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. |