Service Action
Any action required to deliver a service output to a user. Service actions may be performed by a service provider resource (e.g., password reset by an agent) or by the user (e.g., self-service password reset).
Impact
Service actions are the "Moments of Truth" in the customer experience.
Weinto take
We automate Service Actions into API Calls. A user shouldn't have to "request" a server; they should be able to POST /servers. Transforming manual service actions into digital interactions is the core of modernization.