Chapter 3 & 4 : "Concepts and Core Foundation" & "Four Dimensions of Service Management" Flashcards
Service Management
A set of specialized organizational capabilities for enabling value for customers in the form of services.
Product
A configuration of an organization’s resources designed to offer value for a consumer.
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.
Organization
A person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives.
Customer
A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption.
Sponsor
A person who authorizes budget for service consumption.
User
A person who uses services.
Value
The perceived benefits, usefulness, and importance of something.
Co-created through an active collaboration between providers and consumers
Output
A tangible or intangible deliverable of an activity.
output a deliverable
Outcome
A result for a stakeholder (or customer) enabled by one or more outputs.
Costs
The amount of money spent on a specific activity or resource.
Risks
A possible event that could cause harm or loss or make it more difficult to achieve objectives.
Risks are either borne by…
service providers and/or service consumers
Utility
The functionality offered by a product or a service to meet a particular need
or
Fit for purpose
Warranty
Provides assurance that a product or a service will meet its agreed requirements.
or
Fit for use
Service Offering
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
Service Relationship
A cooperation between a service provider and service consumer. Service relationships include service provision, service consumption, and service relationship management.
Guiding Principle
A recommendation that guides an organization in all circumstances.
Value Stream
A series of steps an organization undertakes to create and deliver products and services to consumers.
stream has steps
Process
Transform inputs into outputs
(very similar to a cake recipe)
eggs, sugar, flour are inputs, cake is output
The Four Dimensions of Service Management
- Organizations and people
- Information and technology
- Suppliers and partners
- Value streams and processes
(Do not have sharp boundaries and may overlap)
Oil, it supplies valvaline streams
A set of specialized organizational capabilities for enabling value for customers in the form of services.
Service Management
A configuration of an organization’s resources designed to offer value for a consumer.
Product
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.
Service
