Generic terms:
Service Management =  a set of specialised organisational capabilities for enabling value for customers in the form of services

Service Agreement = Avtaler
Service Provision = Providing a service
Service Provider = Sykehuspartner
Service Consumption = Using the service
Service Consumers= Customer + Users

Service Value System = Principles, Governance, Service Value Chains, Practices, Continual Improvement

Value Stream = describes the steps needed to create and deliver a specific service to a consumer

Principles are recommendations that may help (7 anbefalinger)

Focus on Value = Mostly concerned with end-to-end service delivery
Focus on value = Also focuses on customer loyalty.

Progress Iteratively with feedback = Each improvement effort is small, manageable, more focus and therefore easier to maintain.

Start where you are = Measurement + Direct Observation help

Optimize + Automate = Reduce costs and human errors

Collaborate + Promote Visibility = More transparency

Think & Work Holistically = Across all 4 dimensions (large areas)

Keep it simple and practical = Outcome based thinking

4 Dimensions: 

Org + People: Authority and culture

Info + Tech:  includes knowledge needed for the management of services

Partners + Suppliers: Vendors, third party providers

Value Streams + Processes: Organising workflow, processes, practices.

Event = Change of state that affects a service

Incident = Unplanned interruption to service

Purpose (Hensikt) of the ‘problem management’ practice?=  Reduce likelihood (sannsynlighet) av flere incidents

Change Schedule = Plan for å kommunisere rundt endinger

Utility = Fir for Purpose

Warranty = Fir for (my) use 

Incident Management = Restore normal service asap

Incident Management resolution times = They are agreed, documented, and communicated to help set user


Workarounds = Temporary fix (midlertidig løsning)

Incident Management & Problem Management use Workarounds

Change Enablement = Change Management

= Deal with Changes

Standard Change = Already approved, just document it

Normal Change = Needs to be assessed (vurdert) 

Emergency = No time to be treated as normal change

Normal Changes can be “triggered” (satt i gang) by change requests which can be manual or automatic (continuous integration)

release management practice

The purpose of the release management practice is to make new and changed services and features available for use

Purpose of Service Value Chain Activities (6)

Plan: Shared understanding of vision, current status and way ahead

Engage: Understand stakeholder needs, ensure transparency

Design + Transition: Services meet stakeholder needs for time, cost, quality, time to market

Obtain + Build: Get service components (parts) available when needed, and that the parts meet specifications

Deliver + Support: Providing services to agreed specifications 

Improve: Continual Improvement across everything