IT Service Management


  • 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.