Anatomy of a Service

Objective

To assist in creating common terminology and understanding of what we mean by an IT Service in the context of ITSM

Glossary of Terms

• Service Catalog: The repository of live, production services available to the university community or to support the delivery of another service. The current TDX Service Catalog includes both IT Services and Request Models for engaging and interacting with those services.
• IT Service: A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.
• Client-Facing Service: A  subset of services used by faculty, staff, and students outside of IT.
  • Examples: Email, Enterprise Resource Management (ERP), Point of Sale, Wi-Fi
• Supporting Service: A subset of services required by a Client-Facing Service to allow it to provide value.
  • Examples: Identify and Access Management, Internet Connectivity
• IT Service Offering: A bundle of service components with slight variation to achieve a specific outcome. In some instances a service offering is distinct enough from other services offerings of the same basic IT Service that it is documented as a separate service, such as Self-service Data Analytics is listed separately from Data Analytics service. More commonly, the offerings are listed as a section of the IT Service, such as how the Wi-Fi service defines both Guest service offering and Authenticated service offering.
• Request Model: Action to subscribe or take specific action for a IT Service.
  • Where do I find these? Maintained in the Service Catalog of TDX.
  • Examples: 
• Service Component: A specific technology component of a service. Information about these are maintained in the Assets application of TDX and are managed by the Service Asset and Configuration Management process.