Use LEFT and RIGHT arrow keys to navigate between flashcards;
Use UP and DOWN arrow keys to flip the card;
H to show hint;
A reads text to speech;
10 Cards in this Set
- Front
- Back
A means of delivering value to customers by facilitating the outcomes customers want to achieve without the ownership of specific costs and risks.
|
SERVICE
|
|
A set of specialized organizational capabilities for providing value to customers in the form of services.
|
SERVICE MANAGEMENT
|
|
The functionality offered by a service from the customers perspective.
|
SERVICE UTILITY
|
|
The assurance that a service will meet its agreed requirement. This may be a formal agreement such as a Service Level Agreement or contract, or it may be a marketing message or brand image.
|
SERVICE WARRANTY
|
|
A detailed description of a service that is available to be delivered to customers. It includes one or more core services and supporting services, as well as at least one Service Level Package.
|
SERVICE PACKAGE
|
|
A generic term, which includes infrastructure, people, money or anything else that might help deliver a service. These are considered assets of an organization.
|
RESOURCE
|
|
The ability of a service organization, person, process, application, Configuration Item (CI) or service to carry out an activity. These are the intangible assets of an organization.
|
CAPABILITY
|
|
A structured set of activities designed to accomplish a specific objective. It takes one or more defined inputs and turns them into defined outputs.
|
PROCESS
|
|
An organizational unit specialized to perform certain types of work and is responsible for specific outcomes. It is self-contained with capabilities and resources for its performance and outcomes.
|
FUNCTION
|
|
A set of responsibilities, activities, and authorities granted to a person or team. It is defined in a process.
|
ROLE
|