A.Supplier

B.Service consumer

C.Customer

D.Service provider

A.Service metrics

B.Key performance indicators (KPIs)

C.The total cost of a service

D.The value of a service

A.Progress iteratively with feedback

B.Focus on value

C.Keep it simple and practical

D.Think and work holistically

A.Service management

B.Warranty

C.Cost

D.Utility

A.A set of interconnected activities that help an organization deliver a valuable service

B.A set of specialized organizational capabilities for enabling value for customers

C.Recommendations that help an organization when adopting a service management approach

D.A description of one or more services that help address the needs of a target consumer group