The vocabulary of your operation

24 service management concepts

Service

Work agreed for a customer or site with scope and responsible people.

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Site

Place of service, with specific instructions and access.

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Service order

An assignment with scope, allocation and context for delivery and review.

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Work report

A job record and the data needed to review it.

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Roster

Shift planning; does not prove work was performed.

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Coverage

Alignment between requirements and planned people.

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Replacement

A change of person that requires reviewing availability and context.

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Working time records

A start and end record within the applicable employment framework.

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Issue

An event that requires a decision because it changes the expected process.

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Evidence

Information for checking a fact within the capture mechanism.

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Patrol

A route of checkpoints whose records and exceptions are reviewed.

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Asset

An identifiable resource with status and assignment.

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Custody

Responsibility for a resource during handover or use.

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Preventive maintenance

Scheduled work to maintain operation according to a plan.

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Corrective maintenance

Work on a problem that requires diagnosis.

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Invoice draft

A document being prepared before issuing.

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Billable

Work considered for invoicing; does not mean paid.

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Due date

Expected or agreed date for an incoming or outgoing payment.

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People capacity

Contracted capacity for active managed people, whether or not they have access.

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Commercial proposal

A document specifying scope and subscription terms.

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Proration

Adjustment of the amount for the period of a capacity increase.

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Role

Responsibilities and permissions that define actions and data access.

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SSO

Access with corporate identity, depending on configuration.

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VERI*FACTU

A mode for sending records to the AEAT within the invoicing systems framework.

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