Service Management
Process Design Pattern
Purpose
To provide a capability to manage the provision of a service to a number of customers.
Entry Criteria
Need for a service has been identfied.
Objects
Service Description,
Service Level Agreement
Service Catalog
Service Capacity Plan
Capability Description (service being delivered).
Process Owner
Person who is Managing a set of services or a service catalog.
Activities
- Identifying a Service
- Defining a Service
- Managing the Delivery of the Service
- Closing a Service
- Common Management Activities
- Interface to Project Management Process
Roles
- Service Manager
- Project Manager
- Service Specialist
- Service Administrator
References
This process links to the following Best Practice, External Standards and Product Standards. Links to other processes that this process may start are also indicated.
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