| service | means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks |
| problem | a cause or potential cause of one or more incidents |
| product | configuration of an organization's resources designed to offer value for a customer |
| Guiding principle | recommendation that guides an organization in all circumstances |
| Focus on Value | All activities conducted by the organization should link back to value for itself, it's customers and other stakeholders |
| Service management | Set of organizational capabilities for enabling value in form of services |
| Service Value Chain | Operatonal model that outlines the activities required to respond to demand and facilitate value creation through products and services |
| service offering | description of one or more service to address needs of target consumer group |
| Organization | person or group with responsibilities, authorities and relationships tp achieve objectives |
| What is thinking and working holistically | working in integrated way to deliver value |
| release | version of a service or other CI, or collection of CIs, that is made available for use |
| Configuration Item | any component that needs to be managed in order to deliver an IT service |
| service value stream | specific combination of activities and practices designed for a particular scenario |
| opportunities | Possibilities to add value for stakeholders or improve the organization |
| practices | sets of resources for performing work or accomplishing an objective |
| what is CIR | database or structured document where ideas are tracked and managed |
| asset | any financially valuable component that can contribute to the delivery of IT product or service |
| change | addition, modification or removal of anything that could have a direct or indirect effect on IT service |
| change schedule | Used to help plan changes, assist in communication, avoid conflicts and assign resources |
| process | set of interrelated or interactive activities that transform inputs into outputs |
| demand | desire or need of internal or external consumers for products and services |
| SVS | framework that facilitates integration/coordination of various org. components/activities and provides strong/unified/value focused direction for the organization |
| engage activity | provides understanding of stakeholder needs & promoting transparency/continual engagement/good relations |
| Design/transition activity | ensures products/services continually meet stakeholders expectations for quality, cost & time to market |
| Obtain/Build | ensure that service components that meet specifications are available when/where needed |
| governance | system by which organization is directed and controlled |
| Plan | understanding vision, current status and improvement direction for all 4 dimensions & all products and services |
| Service Desk | To capture demand of incident resolution and service requests |
| Service Request Management | support agreed quality of a service by handling all agreed user-initiated service requests in effective and user friendly manner |
