1. Key Concepts of Service Management Flashcards
1
Q
- means of enabling value co-creation
- facilitating outcomes
- without customer having to manage specific costs and risks
A
Service
2
Q
Set of specialised organisational capabilities for enabling value for customers.
A
Service Management
3
Q
- defines the requirement for service
- takes responsibility for the outcomes of service consumption
A
Customer
4
Q
Person who uses service.
A
User
5
Q
Authorises budget for service consumption
A
Sponsor
6
Q
- configuration of organisation’s resources
- offers value
- visible / invisible
A
Product
7
Q
- FUNCTIONALITY offered by product/service
- what the service does
- fit for PURPOSE
- support performances
- or remove constraints
A
Utility
8
Q
- ASSURANCE that product/service will meet agreed requirements
- how the service performs
- fit for USE
- addresses: Availability, Capacity, Security, Continuity
A
Warranty
9
Q
Amount of money spent on specific activity/resource
A
Cost
10
Q
Perceived benefit / usefulness / importance
A
Value
11
Q
- person / group that has its own functions
- with responsibilities, authorities, relationships
- to achieve objectives
A
Organisation
12
Q
- end-result desired by customer
- result enabled by OUTPUT/s
A
Outcomes
13
Q
- deliverable of an activity
- tangible/intangible
A
Output
14
Q
- POSSIBLE event causing difficulties
- or uncertainty of outcome
A
Risk
15
Q
A package, may include:
- Goods
- Access to resources
- Service Action
A
Service Offering
16
Q
Activities performed to PROVIDE service
by provider
A
Service Provision
17
Q
Activities performed to CONSUME service
by consumer
A
Service Consumption
18
Q
- JOINT activities
- co-operation
- between Service Consumption and Service Provision
A
Service Relationship Mgmt
