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Business Owner | Person | Responsible for communicating functionality a service or product needs to provide in order to meet needs of the customer. . Makes non-operational decisions on upgrades, business requirements. Coordinates licensing,etc. |
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Service Owner | Group or Person | Is it more appropriate to use the phrase "Service Operator"? Responsible for the support, maintenance and enhancement of a service as outlined by the business need (see Business Owner). Responsibility and decisions on operations and upgrades, unless they impact business requirements. |
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Financial Owner | Group or Person | Responsible for funding of a product or service. |
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Product |
| Computer program or application. Can be stand alone or interact with various other products and services. An example of a product would be Outlook 2007. |
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Service |
| A set of related functions, in support of one or more business areas, which is made up of software, hardware, people and processes. A service may range from access to a single application to a complex set of many applications, spread across a number of hardware and software platforms. An example of a service would be Exchange. |
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Solution |
| A method of solving a business problem with information technology. There may be several service choices for any given solution. An example of a solution would be Email and Calendaring. |
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License File |
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License Terms |
| Terms and conditions under which a product can be used, as negotiated with the vendor and referenced by the purchase order used to acquire the product. |
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License Key |
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License Type |
| Describes the way customers access and use a product. Examples would be stand alone, concurrent, site. |
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Issue |
| Change in the state of a service. Is this interchangeable with "incident" or "event"? Or something different? |
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Components |
| Various building blocks of a service, including software products, web services, hardware platform and operating system. |
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Email List |
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Materials & Services |
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Dates |
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Consumer |
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Platform |
| Hardwarehttp://en.wikipedia.org/wiki/Computer_software and operating system required for a product or service to run. |
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Escalation Level |
| Indicates the resources needed to address an issue with a service. |
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Organization |
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Provisioning |
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- Distribution channels
- Distribution owner A
- Distribution owner B
Required Services - Service owner A
- Service owner B
Financial owner