4.5.6 Glossary (Service A-L)

• Service: Means of enabling value co-creation by facilitating outcomes.
  • Practical Context: What IT provides to enable the business.
• Service Actions: Provider performing work for consumer (part of Service Offering).
  • Practical Context: Specific tasks performed by IT as part of a service (e.g., performing a backup).
• Service Configuration Management: Practice: Ensure accurate/reliable info on CIs /relationships available.
  • Practical Context: Managing information about the components that make up your services.
• Service Consumption: Activities performed by consumer to use services.
  • Practical Context: How users and customers utilize IT services.
• Service Desk: Practice: Capture demand; provide SPOC for users. Needs business understanding. Handles queries/requests.
  • Practical Context: The primary point of contact for users needing help or requesting services.
• Service Level Management (SLM): Practice: Set clear business-based targets (SLAs); ensure performance assessed/monitored/managed. Identifies CX metrics. Uses metric bundles.
  • Practical Context: Managing expectations and monitoring the performance of services against agreed targets.
• Service Offering: Description of service(s) for target group; includes Goods, Access to Resources, Service Actions.
  • Practical Context: The defined packages of services available to customers.
• Service Provision: Activities performed by provider to deliver services.
  • Practical Context: The activities carried out by the IT department to make services available.