1). Key Concepts Flashcards
Definition: Service
Means of enabling value co-creation by facilitating outcomes that customers want to achieve. Without the customer having to manage specific costs and risks.
Definition: Customer
- defines the requirements for a service
- takes responsibility for the outcomes of service consumption
Definition: User
The person who uses services
Definition: Service Management
Set of Specialised Organisational capabilities for enabling value in the form of services
Definition: Sponsor
The person who authorises budget for service consumption
Describe: Cost
Describe: Value
the benefits, usefulness and importance of something
Describe: Organisation
A person or group that has its own functions, responsibilities, authorities and relationships to achieve objectives.
Describe: Outcome
result for a stakeholder enabled by one or more outputs
- The results of the outputs (Certificate, Understanding etc.)
Describe: Output
tangible or intangible deliverable of an activity
- The things the service provides (slides, exam etc.)
Describe: Risk
A possible event that could cause harm or loss, or make it more difficult to achieve objectives
Describe: Utility
The functionality offered by a product or service to meet a particular need.
- What the service does / fit for purpose.
Describe: Warranty
The assurance that a product will meet agreed requirements
- How the service performs / fit for use
key word - Assurance
Describe: Service Offering
A description of one or more services, designed to address the needs of the consumer group
Service Offering: Components
Goods - Ownership transferred to consumer.
Access to resources - Ownership is not transferred.
Service Actions - Performed by the service provider.
Service Offering: Components - Hotel example
Goods - Breakfast
Access - Pool
Service Actions - Laundry
Describe: Product
A product is a configuration of an organisations resources designed to offer value for a consumer
Describe: Service Relationship Management
Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings
Describe: Service Relationship
A co-operation between a service provider and a service consumer
Describe: Service Relationship Model
Organisation A, Provides a service to Organisation B, which in turn provides a service to Organisation C.
Org A = Provider
Org B = Provider, and Consumer
Org C = Consumer
Describe: Service Provision
Activities performed by an organisation to provide services
Definition: Service Provider
The organisation providing services
Describe: Service Consumption
Activities performed by an organisation to consume services
Definition: Service Consumer
The organisation receiving services
