“Service Management is a set of specialized organizational capabilities for providing value to
customers in the form of services”. These specialized organizational capabilities include which of
the following?
A.
Functions and Processes
B.
Markets and Customers
C.
Applications and Infrastructure
D.
People, products and technology
Page 23 of ITIL3 Service Design
2.1 WHAT IS SERVICE MANAGEMENT?
Service Management is a set of specialized organizational
capabilities for providing value to customers in the form of
services. The capabilities take the form of functions and
processes for managing services over a lifecycle, with
specializations in strategy, design, transition, operation and
continual improvement. The capabilities represent a
service organization’s capacity, competency and
confidence for action. The act of transforming resources
into valuable services is at the core of Service
Management. Without these capabilities, a service
organization is merely a bundle of resources that by itself
has relatively low intrinsic value for customers.