1 Key Concepts of Service Management Flashcards
5 quiz questions (27 cards)
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.
service
Service - A means of enabling value co-creation by facilitating ______ that customers want to
achieve, without the customer having to manage specific costs and risks
outcomes
A set of specialized organizational capabilities for enabling value for
customers in the form of services
service management
The role that defines the requirements for a service and takes responsibility for the
outcomes of service consumption
customer
The role that uses services
user
The role that authorizes budget for service consumption. Can also be used to describe
an organization or individual that provides financial or other support for an initiative
sponsor
The functionality offered by a product or service to meet a particular need
utility
Can be summarized as ‘what the service does’ and can be used to determine whether a service is ‘fit for
purpose’
utility
To have _____, a service must either support the performance of the consumer or
remove constraints from the consumer. Many services do both.
utility
Assurance that a product or service will meet agreed requirements.
warranty
_________ can be
summarized as ‘how the service performs’ and can be used to determine whether a service is
‘fit for use’.
warranty
________ typically addresses such areas as the availability of the service, its capacity, levels of
security, and continuity. A service may be said to provide acceptable assurance, or ‘_________’,
if all defined and agreed conditions are met.
warranty
______ often relates to service levels aligned with the needs of service consumers.
This may be based on a formal agreement, or it may be a marketing message or brand image.
warranty
What are the key concepts of services and service management?
service, service management, customer, user, sponsor, utility, warranty
The perceived benefits, usefulness, and importance of something.
value
A tangible or intangible deliverable of an activity
output
A result for a stakeholder enabled by one or more outputs
outcome
The amount of money spent on a specific activity or resource
cost
A possible event that could cause harm or loss, or make it more difficult to achieve
objectives
risk
Can also be defined as uncertainty of outcome, and can be used in the context of
measuring the probability of positive outcomes as well as negative outcomes
risk
A person or a group of people that has its own functions with responsibilities,
authorities, and relationships to achieve its objectives
organization
What are the key concepts of creating value with services?
value, output, outcome, cost, risk, organization
A formal description of one or more services, designed to address the needs of a target consumer group. A ______ ________ may include goods, access to resources, and
service actions.
service offering
Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service
offerings.
service relationship management
