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Technical

Commodity

Customer

Resource

Contribution to the definition of services

Interfaces between all services and supporting services

Interfaces between the service catalogue and service portfolio

Fulfilment of business service requests

Optimize and automate

Start where you are

Focus on value

Progress iteratively with feedback

To protect the information needed by the organization to conduct its business

To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors

To align the organization’s practices and services with changing business needs through the ongoing identification and improvement of services

To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

A set of interconnected activities that help an organization deliver a valuable service

A description of one or more services that help address the needs of a target consumer group

A set of specialized organizational capabilities for enabling value for customers

Recommendations that help an organization when adopting a service management approach

To help plan emergency changes

To help authorize standard changes

To help assign a change authority

To help manage normal changes

To ensure that spending is properly accounted for

To ensure that information security requirements are met

To streamline the fulfillment workflow

To set user expectations for fulfillment times

Keep it simple and practical

Optimize and automate

Progress iteratively with feedback

Focus on value

Service offering

Service provision

Service relationship management

Service consumption

Changes to service levels

Changes to products and services

Changes to organizational structure

Changes to skills and competencies