2.0 Service Management Flashcards
The perceived benefits, usefulness, and importance of something.
Value
A set of specialized organizational capabilities for enabling value for customers in the form of services.
Service Management
A person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives.
Organization
A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption.
Customer
A person who uses services.
User
A person who authorizes budget for service consumption.
Sponsor
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.
Services
A configuration of an organization’s resources designed to offer value for a consumer.
Product
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.
Service offering
A cooperation between a service provider and service consumer.
Service Relationship
Service relationships include service provision, service consumption, and service relationship management.
Activities performed by an organization to provide services.
Service Provision
_____ _____ include the 5 following points:
- 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.
- _____ _____ may also include the supplying of goods.
Service Provision
Activities performed by an organization to consume services.
Service consumption
______ ______ includes the following 3 points
- management of the consumer’s resources needed to use the service
- service actions performed by users, including utilizing the provider’s resources, and requesting service actions to be fulfilled.
- _____ _____ may also include the receiving (acquiring) of goods.
Service Consumption
Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings.
Service Relationship Management
A tangible or intangible deliverable of an activity.
Output
A result for a stakeholder enabled by one or more outputs.
Outcome
The amount of money spent on a specific activity or resourse.
Cost
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.
Risk
The functionality offered by a product or service to meet a particular need.
Utility
______ 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
Utility
Assurance that a product or service will meet agreed requirements.
Warranty
______ 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
Warranty
