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Services

Service - a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.

In SimpleOne, services are used in various practices, not only in the Incident Management practice; they are also used in Change Control practice, Request Fulfillment practice, so it is the common feature.

It is necessary for

have external and internal specifications.

External specifications are for the end-user, and internal specifications are for the agent or the service owner.

External Specifications are:

SLA:
Service Description;
Service Request Description;
Self-Service How-tos.

Internal Specifications are:

Incident Model;
Service Request Model;
Escalation Contacts;
Escalation Rules.