1. Understand the key concepts of service management 1.1 Recall the definition of: Flashcards
1
Q
a) Service
A
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.
2
Q
b) Utility
A
the functionality offered by a product or service to meet a particular need
3
Q
c) Warranty
A
the assurance that a product or service will meet agreed requirements.
4
Q
d) Customer
A
A person who defines requirements for services and takes responsibility for
outcomes from service consumption
5
Q
e) User
A
A person who uses services
6
Q
f) Service management
A
a set of specialized organizational capabilities for
enabling value to customers in the form of services.
7
Q
g) Sponsor
A
A person who authorizes the budget for service consumption
