Basics & Key Concepts Flashcards
Service Management
A set of specialized organizational capabilities for enabling value to customers in the form of services
What do we mean by Value?
Value is the perceived benefits, usefulness, and importance of something
Service Value System
Describes how all the components and activities of an organization work together as a system to enable value creation
How can we use the ITIL guiding principles?
Create the foundation for an organization’s culture and behavior from strategic decision-making to day-to-day operations
Which are the Four Dimensions of Service Management?
- Organization & people
- Information & technology
- Partners & suppliers
- Value streams and processes
Definition of Organization
A person or a group of people that has its own functions with responsibilities authorities and relationships to achieve its objetives.
Definition of Customer
A person who defines the requirements for service and takes responsibility for the outcomes of service consumption.
Definition of User
A person who uses services.
Definition of Sponsor
A person who authorizes budget for service consumption.
Types of roles involved in service consumption
Customers, users, and sponsors.
Types of Stakeholder
Service consumers, service providers, service provider employees, society and community, charity organizations, and shareholders.
Definition of Service
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.
Definition of Product
A configuration of an organization’s resources designed to offer value for a consumer.
Definition of Service Offering
A 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.
Components of Service Offering
Goods, Access to resources, Service actions
Service Relationship
Activities performed by an organization to provide services.
Service consumption
Activities performed by an organization to consume services.
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.
When a Service Relationships are perceived as valuable?
Only when they have more positive effects than negative.
Definition of Output
A tangible or intangible deliverable of an activity
Definition of Outcome
A result for a stakeholder enabled by one or more outputs
Definition of Cost
The amount of money spent on a specific activity or resource
Which are the two types of costs involved in a service relationship?
- Cost removed from the consumer by the service (a part of the value proposition). Consumer does not need to provide them.
- Costs imposed on the consumer by the service (the cost of a service consumption). Total cost of consuming, invest from the consumers to consume the service.
Definition of Risk
A possible event that could cause harm or loss, or make it more difficult to achieve objectives. Risk can also be defined as the uncertainty of outcome and can be used in the context of measuring the probability of outcomes as well as negative outcomes.
Which are the two types of risks that are of concern to service consumers?
- Risks removed from a consumer by the service (part of the value proposition).
- Risks imposed on a consumer by the service (risks of service consumption).
How the consumer can contribute to the reduction of the risk?
- Actively participating in the definition of the requirements of the service and the clarification of its required outcomes.
- Clearly communicating the critical success factors and constraints that apply to the service.
- Ensuring the provider has access to the necessary resources of the consumer throughout the service relationship.
Services have a combination of _______ + _______
Utility + Warranty
What’s the utility?
What does the product/service do?
The functionality offered by a product or service to meet a particular need. “Fit for purpose”
What’s the warranty?
How well does it do it?
Assurance that a product or service will meet agreed requirements. “Fit for use”
