Study Flashcards
(8 cards)
a set of specialized organizational capabilities for enabling value to customers in the form of services.
service management
the practice of reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
Problem Management
activities performed by an organization to consume services, which includes the management of the consumer’s resources needed to use the service, service use actions performed by users, and may include the receiving (acquiring) of goods.
service consumption
activities performed by an organization to provide services, including management of the provider’s resources, configured to deliver the service; ensuring access to these resources for users; fulfillment of the agreed service actions; service level management; and continual improvement. may also include the supply of goods
service provision
“fit for purpose”
utility
“fit for use”
warranty
a cause, or potential cause, of one or more incidents
problem
How does Service Request Management contribute to Design and Transition?
By initiating standard changes to fulfill service requests
