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10 Cards in this Set
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- Back
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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.
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SERVICE
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A set of specialized organizational capabilities for providing value to customers in the form of services.
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SERVICE MANAGEMENT
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The functionality offered by a service from the customers perspective.
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SERVICE UTILITY
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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.
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SERVICE WARRANTY
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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.
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SERVICE PACKAGE
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A generic term, which includes infrastructure, people, money or anything else that might help deliver a service. These are considered assets of an organization.
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RESOURCE
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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.
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CAPABILITY
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A structured set of activities designed to accomplish a specific objective. It takes one or more defined inputs and turns them into defined outputs.
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PROCESS
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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.
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FUNCTION
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A set of responsibilities, activities, and authorities granted to a person or team. It is defined in a process.
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ROLE
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