Chapter 2 Flashcards
What is Value?
The perceived benefits, usefulness, and importance of something.
What is the purpose of an organization?
To create value for stakeholders.
What is Service Management?
A set of specialized organizational capabilities for enabling value to customers in the form of services.
What is an organization?
A person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives.
What are Service Providers?
Organizations which deliver services.
What are the 3 types of Service Consumers?
Users
Customer - Defines requirements and takes responsibility for outcomes.
Sponsor - Authorizes budget for service consumption.
What is a product?
A configuration of an organization’s resources designed to offer value for a customer.
What is a service?
A means of value co-creation by facilitating desired outcomes for customers without the customer having to manage specific costs and risks.
What is a service offering?
A description of 1 or more services designed to address the needs of a target consumer group. May include goods, access to resources, and service actions.
What is a Service Relationship?
Cooperation between a service provider and a Service Consumer. Can include Service Provision, Service Consumption, and Service Relationship Management.
What is an Outcome?
A result for a stakeholder, enabled by one or more outputs.
What is an Output?
A tangible or intangible deliverable of an activity.
