Chapter 3 & 4 : "Concepts and Core Foundation" & "Four Dimensions of Service Management"

Question 1

Service Management

Answer 1

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

Question 2

Product

Answer 2

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

Question 3

Service

Answer 3

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.

Question 4

Organization

Answer 4

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

Question 5

Customer

Answer 5

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

Question 6

Sponsor

Answer 6

A person who authorizes budget for service consumption.

Question 7

User

Answer 7

A person who uses services.

Question 8

Value

Answer 8

The perceived benefits, usefulness, and importance of something.
Co-created through an active collaboration between providers and consumers

Question 9

Output

Answer 9

A tangible or intangible deliverable of an activity.

output a deliverable

Question 10

Outcome

Answer 10

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

Question 11

Costs

Answer 11

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

Question 12

Risks

Answer 12

A possible event that could cause harm or loss or make it more difficult to achieve objectives.

Question 13

Risks are either borne by…

Answer 13

service providers and/or service consumers

Question 14

Utility

Answer 14

The functionality offered by a product or a service to meet a particular need
or
Fit for purpose

Question 15

Warranty

Answer 15

Provides assurance that a product or a service will meet its agreed requirements.
or
Fit for use

Question 16

Service Offering

Answer 16

A formal description of one or more services, designed to address the needs of a target consumer group.

for an offering, you need a description

Question 17

Service Relationship

Answer 17

A cooperation between a service provider and service consumer. Service relationships include service provision, service consumption, and service relationship management.

Question 18

Guiding Principle

Answer 18

A recommendation that guides an organization in all circumstances.

Question 19

Value Stream

Answer 19

A series of steps an organization undertakes to create and deliver products and services to consumers.

stream has steps

Question 20

Process

Answer 20

Transform inputs into outputs
(very similar to a cake recipe)

eggs, sugar, flour are inputs, cake is output

Question 21

The Four Dimensions of Service Management

Answer 21

1. Organizations and people
2. Information and technology
3. Suppliers and partners
4. Value streams and processes
   (Do not have sharp boundaries and may overlap)

Oil, it supplies valvaline streams

Question 22

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

Answer 22

Service Management

Question 23

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

Answer 23

Product

Question 24

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

Answer 24

Service

Question 25

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

Answer 25

Organization

Question 26

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

Answer 26

Customer

Question 27

A person who authorizes budget for a service consumption.

Answer 27

Sponser

Question 28

The perceived benefits, usefulness, and importance of something.

Answer 28

Value

Question 29

A tangible or intangible deliverable of an activity.

Answer 29

Output

Question 30

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

Answer 30

Outcome

stakeholder is a customer

Question 31

Functionality offered by a product or a service to meet a particular need

Answer 31

Utility

Question 32

Fit for purpose

Answer 32

Utility

Question 33

Assurance that a product or a service will meet its agreed requirements

Answer 33

Warranty

Question 34

Fit for use

Answer 34

Warranty

Question 35

A formal description of one or more services, designed to address the needs of a target consumer group.

Answer 35

Service Offering

Question 36

Organization and people
Information and technology
Suppliers and partners
Value streams and processes

Answer 36

Four Dimensions of Service Managment

Question 37

Tranforms inputs into outputs

Answer 37

Process

like a recipe