1 - Understand the key concepts of service management Flashcards
A means of enabling value co-creation by facilitating outcomes customers want to achieve, without the customer managing specific costs and risks.
What is a service?
The functionality offered by a product or service to meet a particular need.
utility
Assurance that a product or service will meet agreed requirements.
warranty
A person or organization that defines requirements for a service and takes responsibility for outcomes of service consumption.
customer
A person who uses services.
user
A set of specialized organizational capabilities for enabling value for customers in the form of services.
service management
A person or organization that authorizes budget for service consumption
sponsor
The amount of money spent on a specific activity or resource.
cost
The perceived benefits, usefulness, and importance of something.
value
A group of people with its own functions and objectives
organization
A result for a stakeholder enabled by one or more outputs
outcome
A tangible or intangible deliverable of an activity.
output
A possible event that could cause harm or loss or make it harder to achieve objectives.
risk
Fit for purpose – functionality offered to meet a need
utility
Fit for use – assurance that a service meets agreed performance levels
warranty
