service | means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks |
problem | a cause or potential cause of one or more incidents |
product | configuration of an organization's resources designed to offer value for a customer |
Guiding principle | recommendation that guides an organization in all circumstances |
Focus on Value | All activities conducted by the organization should link back to value for itself, it's customers and other stakeholders |
Service management | Set of organizational capabilities for enabling value in form of services |
Service Value Chain | Operatonal model that outlines the activities required to respond to demand and facilitate value creation through products and services |
service offering | description of one or more service to address needs of target consumer group |
Organization | person or group with responsibilities, authorities and relationships tp achieve objectives |
What is thinking and working holistically | working in integrated way to deliver value |
release | version of a service or other CI, or collection of CIs, that is made available for use |
Configuration Item | any component that needs to be managed in order to deliver an IT service |
service value stream | specific combination of activities and practices designed for a particular scenario |
opportunities | Possibilities to add value for stakeholders or improve the organization |
practices | sets of resources for performing work or accomplishing an objective |
what is CIR | database or structured document where ideas are tracked and managed |
asset | any financially valuable component that can contribute to the delivery of IT product or service |
change | addition, modification or removal of anything that could have a direct or indirect effect on IT service |
change schedule | Used to help plan changes, assist in communication, avoid conflicts and assign resources |
process | set of interrelated or interactive activities that transform inputs into outputs |
demand | desire or need of internal or external consumers for products and services |
SVS | framework that facilitates integration/coordination of various org. components/activities and provides strong/unified/value focused direction for the organization |
engage activity | provides understanding of stakeholder needs & promoting transparency/continual engagement/good relations |
Design/transition activity | ensures products/services continually meet stakeholders expectations for quality, cost & time to market |
Obtain/Build | ensure that service components that meet specifications are available when/where needed |
governance | system by which organization is directed and controlled |
Plan | understanding vision, current status and improvement direction for all 4 dimensions & all products and services |
Service Desk | To capture demand of incident resolution and service requests |
Service Request Management | support agreed quality of a service by handling all agreed user-initiated service requests in effective and user friendly manner |