2.0 Service Management

Question 1

The perceived benefits, usefulness, and importance of something.

Answer 1

Value

Question 2

A set of specialized organizational capabilities for enabling value for customers in the form of services.

Answer 2

Service Management

Question 3

A person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives.

Answer 3

Organization

Question 4

A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption.

Answer 4

Customer

Question 5

A person who uses services.

Answer 5

User

Question 6

A person who authorizes budget for service consumption.

Answer 6

Sponsor

Question 7

A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks.

Answer 7

Services

Question 8

A configuration of an organization’s resources designed to offer value for a consumer.

Answer 8

Product

Question 9

A formal description of one or more services, designed to address the needs of a target consumer group. A ______ _____ may include goods, access to resources, and service actions.

Answer 9

Service offering

Question 10

A cooperation between a service provider and service consumer.

Answer 10

Service Relationship

Service relationships include service provision, service consumption, and service relationship management.

Question 11

Activities performed by an organization to provide services.

Answer 11

Service Provision

Question 12

_____ _____ include the 5 following points:

1. management of the provider’s resources, configured to deliver the service
2. ensuring access to these resources for users
3. fulfilment of the agreed service actions
4. service level management and continual improvement.
5. _____ _____ may also include the supplying of goods.

Answer 12

Service Provision

Question 13

Activities performed by an organization to consume services.

Answer 13

Service consumption

Question 14

______ ______ includes the following 3 points

1. management of the consumer’s resources needed to use the service
2. service actions performed by users, including utilizing the provider’s resources, and requesting service actions to be fulfilled.
3. _____ _____ may also include the receiving (acquiring) of goods.

Answer 14

Service Consumption

Question 15

Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings.

Answer 15

Service Relationship Management

Question 16

A tangible or intangible deliverable of an activity.

Answer 16

Output

Question 17

A result for a stakeholder enabled by one or more outputs.

Answer 17

Outcome

Question 18

The amount of money spent on a specific activity or resourse.

Answer 18

Cost

Question 19

A possible event that could cause harm or loss, or make it more difficult to achieve objectives. Can also be defined as uncertainty of outcome, and can be used in the context of measuring the probability of positive outcomes as well as negative outcomes.

Answer 19

Risk

Question 20

The functionality offered by a product or service to meet a particular need.

Answer 20

Utility

Question 21

______ can be summarized as what the service does’ and can be used to determine whether a service is ‘fit for purpose’. To have ______, a service must either support the performance of the consumer or remove constraints from the consumer. Many services do both.

• Fit for purpose

Answer 21

Utility

Question 22

Assurance that a product or service will meet agreed requirements.

Answer 22

Warranty

Question 23

______ can be summarized as

how the service performs’ and can be used to determine whether a service is ‘fit for use’. ______ often relates to service levels aligned with the needs of service consumers. This may be based on a formal agreement, or it may be a marketing message or brand image. _______ typically addresses such areas as the availability of the service, its capacity, levels of security and continuity. A service may be said to provide acceptable assurance, or ‘______’, if all defined and agreed conditions are met.

• Fit for use

Answer 23

Warranty