4.5.8 Glossary (U-W)

• User: Person who uses services. Submits Service Requests.
  • Practical Context: The individuals who interact directly with IT services.
• Utility: Functionality offered ('what it does').
  • Practical Context: The features and capabilities of a service.
• Value: Perceived benefits, usefulness, importance. Co-created.
  • Practical Context: The ultimate goal of service management – what the service enables for stakeholders.
• Value Stream: Series of steps (using SVC activities/practices) to create/deliver products/services for specific scenario.
  • Practical Context: The actual workflow for delivering a specific service or fulfilling a request.
• Warranty: Assurance service meets agreed requirements ('how it performs'). Affected by performance issues.
  • Practical Context: Reliability, availability, performance, and security of a service.