1.3 Flashcards
What is a Service offering?
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.
What is Service Relationship Management?
Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings.
What is Service Provision?
Activities performed by an organization to provide services. It includes management of the provider’s resources, configured to deliver the service; ensuring access to these resources for users; fulfilment of the agreed service actions; service level management; and continual improvement. It may also include the supply of goods.
What is Service Consumption?
Activities performed by an organization to consume services. It includes the management of the consumer’s resources needed to use the service, service actions performed by users, and the receiving (acquiring) of goods (if required).
