IT Service Management

Concepts

• Value = perceived benefits, usefulness or importance of something. Subjective.
  • Co-creation of value is the strategic involvement of customers in the operations of their services.
• Organisations represent groups of people with responsibilities, authorities and relationship
• Services are means of delivering value to customers.
  • Service provider role describes any organisation providing a service to another.
  • Service consumers are customers, users and sponsors of services.
  • Service relationship describes cooperation between service providers and consumers.
• Service relationship management refers to the coordination of service providers and consumers to ensure co-creation of value.
• Output describes the deliverables of any piece of work.
  • Outcomes are results for stakeholders enabled by an output.