ITIL 4 - Terminology - Service Management #1

The perceived benefits, usefulness, and importance of something.

The functionality offered by a product or service to meet a particular need.

This can be summarized as ‘what the service does’ and can be used to determine whether a service is ‘fit for purpose’.

To have this, a service must either support the performance of the consumer or remove constraints from the consumer. Many services do both.

Assurance that a product or service will meet agreed requirements. This can be summarized as ‘how the service performs’ and can be used to determine whether a service is ‘fit for use’.

This often relates to service levels aligned with the needs of service consumers. This may be based on a formal agreement, or it may be a marketing message or brand image. This typically addresses such areas as the availability of the service, its capacity, levels of security, and continuity.

A service may be said to provide acceptable assurance, if all defined and agreed conditions are met.

A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks.

A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption.

A person who uses services.

HINT: The answer is NOT "consumer." And if you're thinking "Can the answer be that easy?" Yes. Yes it can...

A person who authorizes budget for service consumption.

Can also be used to describe an organization or individual that provides financial or other support for an initiative.

A set of specialized organizational capabilities for enabling value for customers in the form of services.

The amount of money spent on a specific activity or resource.

Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings.