1.1 Flashcards
What is a service?
A means of enabling value co creation by facilitating outcomes that customers want to achieve, without the customers having to manage the specific risk or cost
What is a utility?
The functionality offered by a product or service to meet a particular need. To have utility, a service must either support the consumer and/or remove constraints from the consumer.
What is a Warranty?
Assurance that a product or service will meet agreed requirements. Warranty often relates to service levels aligned with the needs of service consumers.
What is a customer?
The role that defines the requirements for a service and takes responsibility for the outcomes of service consumption
What is a User?
The role that uses services
What is Service Management?
A set of specialized organizational capabilities for enabling value for customers in the form of services
What is a Sponsor?
The role that authorizes budge for service consumption
