Service Definition Process Flowchart

Service definition is key to service management. Service definition enables both the customer and the service provider to know what to expect and not expect from a service. Clearly defined services enable customers to understand service offerings, including what each service does and does not include, eligibility, service limitations, cost, how to request services, and how to get help. A well-defined service also identifies internal processes necessary to provide and support the service.

At a minimum, every customer-facing service should have a high-level service definition as described below.

Additional Information

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