Term
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Definition
| A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownserhip of specific costs and risks. |
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Term
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Definition
| The result of carrying out an activity, following a process, or delivering an IT service. The term is often used to refer to intended results, as well as actual results. |
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Term
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Definition
| A service provided by an IT service provider. An IT service is made up of a combination of information technology, people, and processes. |
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Term
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Definition
| IT services that are visible to the customer. These are normally services that support the customer's business process and facilitate one or more outcomes desired by the customer. |
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Term
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Definition
| IT services that stupport or underpin the customer-facing services. These are typically invisible to the customer but are essential to the delivery of the customer-facing services. |
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Term
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Definition
| Functionality offered by a service to meet a particular need or achieve a particular outcome. |
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Term
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Definition
Assurance that a service will meet its agreed requirements
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Term
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Definition
| A set of specialized organizational capabilities for providing value to customers in the form of services. The more mature a service provider's capabilities are, the greater its ability to consistently produce quality services that meet the needs of the customer in a timely and cost-effective manner. |
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Term
| ITSM (IT service management) |
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Definition
| The implementation and management of quality IT services that meet the needs of the business. IT service management is performed by IT service providers through an appropriate mix of people, process, and information technology. |
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Term
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Definition
| An agreement betweenthe IT service provider and a customer describing the service, service level tarets, and specification of customer and service provider responsibilities. A single agreement may cover multiple services and/or multiple customers. |
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Term
| Operational Level Agreement |
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Definition
| An agreement between and IT service provider and another part of the same organization. This agreement supports the delivery of services tocustomers and defines the good or services to be provided and the responsibilities of both parties. |
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Term
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Definition
| A legally binding agreement between an IT service provider and a third party. The third party provides goods or services that support the delivery of services to customers. |
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