Service Management - ANSWER A set of specialized organizational capabilities for ena-
bling value for customers in the form of services
Output - ANSWER Tangible or intangible deliverable of an activity
Outcome - ANSWER Result for a stakeholder produced by one or more outputs.
Cost - ANSWER Amount or money spent on a specific activity or resource
Risk - ANSWER Possible event that could cause harm or loss, of make it more difficult to
achieve objectives
Organization - ANSWER A person or a group of people that has its own functions & re-
sponsibilities, authorities & relationships to achieve its objectives
Value - ANSWER Perceived benefits, usefulness, importance of something
Service offering - ANSWER A description of one or more services, designed to address the
needs of a target consumer group. A service offering may include goods, access to resources,
and service actions.
Service relationships - ANSWER A co-operation between a service provider and service
consumer. Service relationships include service provision, service consumption and service
relationship management
1
, Service relationship management - ANSWER Joint activities performed by a service pro-
vider and a service consumer to ensure continual value co-creation based on agreed and
available service offerings.
Service Provision - ANSWER Activities performed by an organization to provide services.
Includes management of resources, configured to deliver the service, access to these re-
sources for users, fulfilment of the agreed service actions, service performance management
and continual improvement. It may also include the supply of goods.
Service consumption - ANSWER Activities performed by an organization to consume ser-
vices. Includes the management of the consumer's resources needed to use the service, ser-
vice use actions performed by users, and may include the receiving (acquiring) of goods.
Value stream - ANSWER A series of steps an organization undertakes to create & deliver
products & services to consumers
Process - ANSWER A set of interrelated or interacting activities that transform inputs into
outputs. A process takes one or more defined inputs and turns them into defined outputs.
Processes define the sequence of actions and their dependencies.
Practice - ANSWER A set of organizational resources designed for performing work or ac-
complishing an objective.
Continual improvement practice - ANSWER The practice of aligning an organization's
practices and services with changing business needs through the ongoing identification and
improvement of all elements involved in the effective management of products and services.
Configuration item (CI) - ANSWER Any component that needs to be managed in order to
deliver an IT service
IT asset - ANSWER Any valuable component that can contribute to delivery of an IT prod-
uct or service
2
bling value for customers in the form of services
Output - ANSWER Tangible or intangible deliverable of an activity
Outcome - ANSWER Result for a stakeholder produced by one or more outputs.
Cost - ANSWER Amount or money spent on a specific activity or resource
Risk - ANSWER Possible event that could cause harm or loss, of make it more difficult to
achieve objectives
Organization - ANSWER A person or a group of people that has its own functions & re-
sponsibilities, authorities & relationships to achieve its objectives
Value - ANSWER Perceived benefits, usefulness, importance of something
Service offering - ANSWER A description of one or more services, designed to address the
needs of a target consumer group. A service offering may include goods, access to resources,
and service actions.
Service relationships - ANSWER A co-operation between a service provider and service
consumer. Service relationships include service provision, service consumption and service
relationship management
1
, Service relationship management - ANSWER Joint activities performed by a service pro-
vider and a service consumer to ensure continual value co-creation based on agreed and
available service offerings.
Service Provision - ANSWER Activities performed by an organization to provide services.
Includes management of resources, configured to deliver the service, access to these re-
sources for users, fulfilment of the agreed service actions, service performance management
and continual improvement. It may also include the supply of goods.
Service consumption - ANSWER Activities performed by an organization to consume ser-
vices. Includes the management of the consumer's resources needed to use the service, ser-
vice use actions performed by users, and may include the receiving (acquiring) of goods.
Value stream - ANSWER A series of steps an organization undertakes to create & deliver
products & services to consumers
Process - ANSWER A set of interrelated or interacting activities that transform inputs into
outputs. A process takes one or more defined inputs and turns them into defined outputs.
Processes define the sequence of actions and their dependencies.
Practice - ANSWER A set of organizational resources designed for performing work or ac-
complishing an objective.
Continual improvement practice - ANSWER The practice of aligning an organization's
practices and services with changing business needs through the ongoing identification and
improvement of all elements involved in the effective management of products and services.
Configuration item (CI) - ANSWER Any component that needs to be managed in order to
deliver an IT service
IT asset - ANSWER Any valuable component that can contribute to delivery of an IT prod-
uct or service
2
