1. Understand the key concepts of service management Flashcards
What is the definition of: Service
Facilitates outcomes for a customer with limited costs to them
What is the definition of: Utility
What the service does
What is the definition of: Warranty
How the service performs
What is the definition of: Customer
Person who defines requirement for a service
What is the definition of: User
End user of services
What is the definition of: Sponsor
Person who authorizes budget for service
What is the definition of: Service management
Set of service capabilities
Describe what the key concept of creating value with services for: Cost
Amount spent - How much did it cost you to make this
Describe what the key concept of creating value with services for: Value
Perceived benefit, usefulness, or importance
Describe what the key concept of creating value with services for: Organization
Person or group with its own functions
Describe what the key concept of creating value with services for: Outcome
Result for stakeholder - what you are given
Describe what the key concept of creating value with services for: Output
Deliverable of an activity - what you do with what you are given
Describe what the key concept of creating value with services for: Risk
Possible events that could cause harm or loss
Describe what the key concept of creating value with services for: Utility
Functionality to meet a need
Describe what the key concept of creating value with services for: Warranty
Assurance that requirements will be met
Describe key concepts of service relationships: Service relationship management
Joint activities performed by providers and consumers - as a provider what am I providing and as a consumer what do they want
Describe key concepts of service relationships: Service provision
providing services
Describe key concepts of service relationships: Service offering
May include goods, resources, and service actions
Describe key concepts of service relationships: Service consumption
Consuming services
