Concepts And Overarching Ideas Flashcards
What is the service Value System?
Guiding Principles
Governance
Service Value Chain
Practices
Continual Improvement
What are the four dimensions of Service Management?
Organization and people
Information and technology
Partners and suppliers
Value streams and processes
What is 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.
Service Management
The implementation and management of quality IT services that meet the needs of the business.
What is Utility
Fit for purpose or objective functionality what the service does
What is warranty
Fit for use, assurance that the service will continue
Who are stakeholders?
Customer who defines requirements of a service
User who consumes a service
Sponsor who authorized the budget for service consumption
What does VOCR stand for
Value, Outcomes, Cost, Risk
What is Value (VOCR)
Perceived benefits, usefulness and importance of something
What is Outcomes (VOCR)
Benefit/Value, it is positive vs Outcome which is tangible, deliverable, activity
What is Cost (VOCR)
The amount of money spent on a specific activity or resource
What is Risk (VOCR)
Unknown, possibility, uncertainty of the outcome. Could be positive or negative
What is Product?
A configuration of an organizations resources designed to offer value for a consumer.
What is a Service Offering?
A description of one or more services, designed to address the needs of a target consumer group. It may include goods, access to resources and service actions.
What is a Service Provider
A role performed by an organization in a service relationship to provide services to consumers and present service offerings to consumers to meet specific needs. Consumer groups may either be internal or external to the service provider organization.
What are the components of a Service Offering?
Goods, Access to Resources, Service Actions
What are goods based on Service Offering?
Output, supplied to a consumer, consumer attains ownership and responsibility. Example: Mobile Application
What are Access to Resources based on Service Offering?
Provider retains ownership, consumer receives controlled access or a license to resources. Example: Access and storage to an application data
What are Service Actions based on Service Offering?
Service Provider fulfilling the needs of the consumer. Example: User Support
What is a Service Relationship?
A cooperation between a service provider and service consumer includes service provision, service consumption and service-relationship management.
What is Service Relationship Management?
Joint activities performed by a service provider and a service consumer to ensure continual value. Co-Creation is based on agreed and available service offerings.
* Service relationships co-create value
* Organizations can take on both roles of service provider and service consumer
* Service relationships are bi-directional
What is Service Provision?
Activities performed by an organization in order to provide services such as resource management, fulfilling agreed actions, monitoring continual improvement.
○ Management of provider resources, configured to deliver the service
○ Provision of access to resources for users
○ Fulfillment of agreed service actions
○ Service-level management of service performance and continual improvement
* Supplying of goods
What is Service Consumption?
Activities performed in the consumption of a service such as using a providers resources or requesting the fulfillment of actions.
* Consumption of activities include the following:
○ Using a service providers resources to create or update products to address consumers’ needs
○ Receivers of services, including customers, users, and sponsors
○ Management of consumer resources needed to consume the service
○ Utilization of the providers resources and requesting service actions be fulfilled
○ Receipt or acquisition of goods
What is the formula for value?
Utility and Warranty
