(1) Key concepts Flashcards
Value
The percieved benefits, usefulness, and importance of something.
Service Provider
Organizations who deliver services.
Service Consumer
Those to whom services are delivered.
Service consumer roles
- Customer
- User
- Sponsor
Customer
A person who defines requirements for services and takes responsibility for outcomes from service consumption.
User
A person who uses services.
Sponsor
A person who authorizes the budget for service consumption.
Services
A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks.
Product
A configuration of resources, created by the organization, that will be potentially valuable for their customers.
Service Offering
Description of one or more services, designed to address the needs of a target consumer group.
What can Service Offering include?
- Goods
- Access to resources
- Service actions
Output
A tangible or intagible delivery of an activity. Outputs help its consumers to achieve certain outcomes.
Outcome
A result for a stakeholder enabled by one or more outputs.
Risk
A possible event that could cause harm of loss, or make it more difficult to achieve objectives. Uncertainty of outcome. Can be used in the context of measuring the probability of positive outcomes as well as negative outcomes.
