Service Management

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2 domain-specific abstractions whose origin domain is Service Management.

• Knowledge-centered support — Integrate the capture, structuring, reuse, improvement, and demand-driven governance of shared knowledge into service-resolution work so each solved issue updates the organization's future capacity to solve related issues.
• Service-level agreement — Bind a service provider and customer to a governed, measurable service commitment by naming scope, indicators, targets, measurement rules, responsibilities, review, and consequences for deviation.