1. Service Management Fundamentals Flashcards
Define the Following Term:
Service Management
A set of specialized organizational capabilities for enabling value to customers in the form of services.
Define the Following Term:
Organizational Capability
Having both the capacity and ability to perform the functions required.
Define the Following Term:
Value
The perceived benefits, usefulness and importance of something.
Define the Following Term:
Organization
A person or group of people that has its own functions, responsibilities, and relationships to achieve its objectives.
Define the Following Term:
Service Provider
A role performed by an organization in a service relationship to provide services to consumers.
Define the Following Term:
Consumer
Role performed by an organization in a relationship that uses (or consumes) those services.
Define the Following Term:
How is Value Created?
Value is co-created through an active collaboration between providers and consumers, as well as other organizations that are part of the relevant service relationships.
(You can be both a supplier and consumer simultaneously)
People can fill the roles of?
User, Customer, and Sponsor
(A Person can be one or more of these roles)
Define the Following Term:
User
Someone who uses a service.
Define the Following Term:
Customer
A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption.
Define the Following Term:
Sponsor
A person who authorizes the budget for service consumption.
Define the Following Term:
Service
A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage the costs or risks.
Define the Following Term:
Product
A configuration of resources created by the organization that will be potentially valuable for its customers.
Define the Following Term:
Service Offering
Description of one or more services designed to address the needs of a target consumer group.
(Can include Goods, Access to Resources, and Service Actions)
Define the Following Term:
Goods
Things that are transferred from the service provider to the consumer, and then the consumer is responsible for their future use.
Define the Following Term:
Access to Resources
Something granted or licensed to a consumer under agreed terms and conditions.
Define the Following Term:
Service Actions
Actions performed to address a consumer’s needs.
Define the Following Term:
Service Relationship
A cooperation between a service provider and service consumer including Service Provision, Service Consumption, and Service Relationship Management.
(An organization may be both a service provider and service consumer)
Define the Following Term:
Service Provisions
The activities performed by an organization to provide the services. This can also include providing goods.
Service Consumption
The activities performed by an organization to consume the services.
Service Relationship Management
The activities the service provider and service consumer do together to enable value co-creation to occur upon the service offerings.
Define the Following Term:
Outcome
A result for a stakeholder enabled by one or more outputs.
Define the Following Term:
Output
Tangible or intangible deliverable of an activity.
Define the Following Term:
Costs
The amount of money spent on a specific activity or resource.
(Costs may be measured in man-hours or FTEs)
Define the Following Term:
Risk
A risk is a possible event that could cause harm, loss, or make it more difficult to achieve objectives.
A Service Provider’s goal should be to?
Reduce risk for the customer.
The consumer should contriubte to risk reduction through?
- Defining service requirements and clarifying required outcomes.
- Clearly communicate any constraints and the critical success factors.
- Consumers must ensure providers have access to the necessary resources.
List the 4 Primary Approaches to Risk
- Risk Avoidance
- Risk Acceptance
- Risk Transfer
- Risk Mitigation
Define the Following Term:
Risk Avoidance
Involves removing risks from the service.
(It is impossible to avoid 100% of risks)
Risk Acceptance
Used when the risk or cost is considered low.
Risk Transfer
Often used when you ensure against a risk.
Risk Mitigation
Used when you implement technology or processes to reduce risk.
(Most commonly used)
Define the Following Term:
Utility
The functionality offered by a product or service to meet a particular need.
(What the product or service does / Fit for Purpose)
Define the Following Term:
Warranty
The assurance that a product or service will meet agreed requirements.
(How the product or service performs / Fit for Use)
True or False?
A service should have both Utility and Warranty.
True
Warranty addresses areas such as?
Availability, Capacity, Security Levels, and Continuity.
