They deliver the basic outcomes that are needed by one or more customers. They provide the base for their continued utilization and satisfaction.
What is a Core Service?
100
Fit for Purpose
What is a Utility?
100
Used to control the lifecycle of all changes, allowing valuable changes to be made with least interruptions to Services
What is Change Management?
100
The process responsible for managing the Lifecycle of all Service requests from the user
What is Request Fulfillment?
100
An unplanned interruption to or a reduction in the quality of a Service
What is an Incident?
200
A set of specialized organizational capabilities for providing value to customers in the form of service
.
What is Service Management?
200
Makes sure that the Availability level delivered in all Services meets the agreed service level targets in time and budget.
What is Availability Management?
200
Sharing perspectives, ideas, experience, and information
Ensuring the availability of the above in the right time to help informed decisions
What is Knowledge Management?
200
A change of state that is important for a Configuration Item or Service
What is an Event?
200
Provides guidance on achieving the effective and efficient delivery and support of Services
What is Service Operation?
300
Owns some vested interest in the activities, target, resources, or deliverables from Service Management
Who are Stakeholders?
300
A tool that supports decision and planning that shows the possible costs of a business action. The cost of business actions can be qualitative and quantitative.
What is a business case?
300
Offers complete planning for Service Transitions and to manage the resources needed
What is Transition Planning and Support?
300
How log it will be before an incident problem, or change will have an impact on the business
What is Urgency?
300
A measure of the effect of an incident, a Problem or a Change on business processes
What is Impact?
400
The framework of policies, processes, functions, standards, guidelines and tools that ensure an organization can achieve its goals
What is a Management System?
400
Ensures that organizations meet the goals and objectives of Service Design by providing and maintaining one coordination and control point of all activities and processes within this stage.
What is Design Coordination?
400
The cause of one or more incidents, where the cause is usually not known at the time a record is created.
What is a Problem?
400
Defined to deal with service requests that occur frequently and require consistent handling to meet agreed service targets
What is a Request Model?
400
Plan, Do, Check, Act
What are the four (4) stages of the Deming Cycle
500
Customers, Specific results, Measurement, Respond to specificevent
What are Process Characteristics
500
Represents the dynamics of the business and include interactions with customers, suppliers, partners, and other stakeholders
What are Patterns of Business Activities?
500
Provides a high-level description of the change. It is created in the Service Portfolio Management process and passed to Change Management
What is a Change Proposal?
500
Created to ensure quicker diagnoses for handling such problems
What is a Known Error Record?
500
Analyze the information and data; Present and use the information
What is the 'Check' stage of the PDCA cycle? or What is steps 5 and 6 of the Seven Step Improvement Process