Exam Glossary
| Term | Main definition |
|---|---|
| service relationship management | Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings. |
| service relationship | A cooperation between a service provider and service consumer. Service relationships include service provision, service consumption, and service relationship management. |
| service quality | The totality of a service’s characteristics that are relevant to its ability to satisfy stated and implied needs. |
| service provision | Activities performed by an organization to provide services. It includes management of resources, configured to deliver the service, access to these resources for users, fulfilment of the agreed service actions, service performance management, and continual improvement. It may also include the supply of goods. |
| service provider | A role performed by an organization in a service relationship to provide services to consumers. |
| service portfolio | A complete set of products and services that are managed throughout their lifecycles by an organization. |
| service owner | A role that is accountable for the delivery of a specific service. |
| service offering | A documented agreement between a service provider and a customer that identifies both the services required and the expected level of service. |
| service mindset | An important component of the organizational culture that defines an organization’s behaviour in service relationships. A service mindset includes the shared values and guiding principles adopted and followed by an |
| service management office SMO | A group or department that functions as a centre of excellence for service management, ensuring continual development and the consistent application of management practices across an organization. |
| service management | A set of specialized organizational capabilities for enabling value for customers in the form of services. |
| service level management practice | The practice of setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets. |
| service level agreement SLA | A documented agreement between a service provider and a customer that identifies both the services required and the expected level of service. |
| service level | One or more metrics that define expected or achieved service quality. |
| service interaction | A reciprocal action between a service provider and a service consumer that co-creates value. |
