Service Management Concepts

A collection of key terms and definitions related to service management.

obtain/build

The value chain activity that ensures service components are available when and where they are needed, and that they meet agreed specifications.

operation

The routine running and management of an activity, product, service, or other configuration item.

operational technology

The hardware and software solutions that detect or cause changes in physical processes through direct monitoring and/or control of physical devices such as valves, pumps, etc.

organization

A person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives.

organizational change management practice

The practice of ensuring that changes in an organization are smoothly and successfully implemented and that lasting benefits are achieved by managing the human aspects of the changes.

organizational resilience

The ability of an organization to anticipate, prepare for, respond to, and adapt to unplanned external influences.

organizational velocity

The speed, effectiveness, and efficiency with which an organization operates, influencing time to market, quality, safety, costs, and risks.

organizations and people

One of the four dimensions of service management that ensures the organizational structure and management support its overall strategy and operating model.

outcome

A result for a stakeholder enabled by one or more outputs.

output

A tangible or intangible deliverable of an activity.