1. Understand the key concepts of service management 1.3 Describe the key concepts of service relationships:

Question 1

a) Service offering

Answer 1

description of one or more services, designed to address the needs of a target consumer group. A service offering may include goods, access to resources, and service actions.

Question 2

The key concepts of Service offering are:

Answer 2

▪ Goods
● Ownership is transferred to the consumer
● Consumer takes responsibility for future use
▪ Access to Resources
● Ownership is not transferred to the consumer
● Access is granted/licensed under agreed terms or conditions
▪ Service Actions
● Performed by the provider to address a consumer need
● Performed according to agreement with the consumer

Question 3

b) Service relationship management

Answer 3

consists of joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings

Question 4

c) Service provision

Answer 4

consists of activities performed by a service provider to provide services

Question 5

The key concepts of Service provision are:

Answer 5

o Management of provider resources configured to deliver the service
o Provision of access to resources for users
o Fulfillment of the agreed service actions
o Service performance management and continual improvement

Question 6

d) Service consumption

Answer 6

consists of activities performed by a service consumer to consume services

Question 7

The key concepts of Service consumption are:

Answer 7

o Management of the consumer resources needed to consume the service
o Utilization of the provider’s resources
o Requesting of service actions to fulfill
o Receipt of or acquiring of goods