two services:

customer facing
suppporting services

Utility
Warranty

Service management:

Value to customer

3 different types of service provider:

type 1 -internal to business unit

type 2: - shared services unit: internal but for all units in the org
type 3: esternal service provider.

4 different types of stake holders:

users
IT
customers
suppliers

Asset /process /role:

two types:

resoureses - money, info, data, ppl, infrastructure, application

capabilities: management, organization, knowledge, ppl skill.