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10 Cards in this Set

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A means of delivering value to customers by facilitating the outcomes customers want to achieve without the ownership of specific costs and risks.
SERVICE
A set of specialized organizational capabilities for providing value to customers in the form of services.
SERVICE MANAGEMENT
The functionality offered by a service from the customers perspective.
SERVICE UTILITY
The assurance that a service will meet its agreed requirement. This may be a formal agreement such as a Service Level Agreement or contract, or it may be a marketing message or brand image.
SERVICE WARRANTY
A detailed description of a service that is available to be delivered to customers. It includes one or more core services and supporting services, as well as at least one Service Level Package.
SERVICE PACKAGE
A generic term, which includes infrastructure, people, money or anything else that might help deliver a service. These are considered assets of an organization.
RESOURCE
The ability of a service organization, person, process, application, Configuration Item (CI) or service to carry out an activity. These are the intangible assets of an organization.
CAPABILITY
A structured set of activities designed to accomplish a specific objective. It takes one or more defined inputs and turns them into defined outputs.
PROCESS
An organizational unit specialized to perform certain types of work and is responsible for specific outcomes. It is self-contained with capabilities and resources for its performance and outcomes.
FUNCTION
A set of responsibilities, activities, and authorities granted to a person or team. It is defined in a process.
ROLE