1. Understand the Key Concepts of Service Management -1.3 Describe the Key Concepts of Service Relationships

Question 1

Describe the key concepts of service relationship: Service Offering

Answer 1

A Service Offering is a formal 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

Describe the key concepts of service relationship: Service Relationship Management

Answer 2

Service Relationship Management are the 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 3

Describe the key concepts of service relationship: Service Provision

Answer 3

A Service Provision is the activities performed by an organization to provide services, including management of the provider’s resources, configured to deliver the service; ensuring access to these resources for users; fulfillment of the agreed service actions; service level management; and continual improvement. It may also include the supply of goods.

Question 4

Describe the key concepts of service relationship: Service Consumption

Answer 4

Service Consumption is the activities performed by an organization to consume services. It includes the management of the consumer’s resources needed to use the service, service action perform by users, and the receiving (acquiring) or goods (if required).