Practical Context: External influences that can impact your organization and its services.
Plan (SVC Activity): Ensure shared understanding of vision, status, improvement direction.
Practical Context: Strategic and tactical planning for IT services and operations.
Practice: Set of organizational resources for performing work/accomplishing objective.
Practical Context: The specific capabilities and activities like Incident Management, Change Enablement, etc.
Problem:Cause, or potential cause, of one or more incidents.
Practical Context: The underlying reason why incidents are happening.
Problem Management: Practice: Reduce likelihood/impact of incidents via cause identification, managing workarounds/KEs. Phases: Identification, Control, Error Control. Prioritize based on risk.
Practical Context: The process of investigating and addressing the root causes of incidents.
Product:Configuration of resources designed to offer value.
Practical Context: The internal IT building blocks that are combined to create service offerings.
Relationship Management: Practice: Establish/nurture links between org and stakeholders (strategic/tactical).
Practical Context: Building and maintaining effective working relationships with users, customers, and other teams.
Release Management: Practice: Make new/changed services/features available for use.
Practical Context: The process of packaging and preparing changes to be deployed.
Risk:Possible event causing harm/loss or hindering objectives.
Practical Context: Potential issues that could negatively impact services or projects.