Thanks for your answers! Q1: Fortunately, it is the answer I expected :) Q2: I understand the reason for a formal agreement when it comes to provision of services and here comes the role of SL Mgmt. But my question was: Does it make any sense to have 2 formal agreements: one for service requirements...

Hello, One of the Service Catalogue Management (SCM) activities is: "Agreeing and documenting a service definition with all relevant parties " (SCM process, ITIL v3). Question 1: Is "service definition" seen as general or is it seen more specific toward the instances of services (entries in Service ...