Service is a means of delivering value to customers by facilitating outcomes that the customers want to achieve without the ownership of specific costs and risks.
Service Management is a set of specialized organisational capabilities for providing value to customers in the form of services.
Services deliver value to customers and Service Management provides a way to make sure that value is delivered.
An IT Service provider provides IT services to internal and external customers.
IT Service Management is used to implement and manage the quality of the IT services that meet the needs of the business. IT Service Management is performed by IT service providers through a mix of people, process and information technology.
Stakeholders are defined as any person who has an interest in an organisation, project, IT service or other area. Stakeholders may be interested in activities, targets, resources or deliverables.
Customers buy goods or services. They will usually be involved in defining what they want the service to do, but might not use it regularly.
Users use the service on a day-to-day basis.
Suppliers are third parties who supply goods or services that make up all or part of an IT service.
Process is a structured set of activities designed to accomplish a specific objective. A process takes one or more defined inputs and return them into defined outputs. A process have four characteristics:
A process should respond to specific triggers [input]
A process must deliver specific results [output]
A process must deliver value to customers/stakeholders [customer]
A process must be measurable [measure]
Function is a team or group of people and the tools or other resources they use to carry out one or more processes or activities.
Role is a set of responsibilities, activities and authorities granted to a person or team. A role is defined in a process or function. One person or team can have multiple roles.