Deck1 Flashcards
configuration of resources, created by an organization, that will potentially be valuable for their customers
product
a person or group of people that have its own functions with responsibilities, authorities, and relationships to achieve its objectives
organization
role that defines the requirements for a service and takes responsibility for the outcomes of service consumption
customer
role that uses services
user
role that authorizes budget for service consumption; or organization or individual that provides financial or other support for an initiative
sponsor
a set of specialized organizational capabilities for enabling value for customers in the form of services
service management
means of enabling value co-creation by facilitating outcomes that customers want to achieve without customer having to manage specific costs and risks
service
perceived benefits, usefulness, and importance of something
value
result for a stakeholder enabled by one or more outputs
outcome
tangible of intangible deliverable of an activity
output
amount of money spent on a specific activity or resource
cost
a possible event that could cause harm or loss, or make it more difficult to achieve objectives (uncertainty of outcome)
risk
have the ownership transferred to a consumer
goods
does not have ownership transferred to a consumer
access
are performed by the provider to address a consumer need
actions
joint activities performed by a service provider and a service consumer to ensure continual value ; co-creation based on agreed and available service offerings
service relationship management
formal description of one or more services, designed to address the needs of a target consumer group (may include goods, access to resources, and service actions)
service offering
the activities performed by an organization to provide services, including management of the provider’s resources, configured to deliver the service; ensuring access to those resources for users; fulfillment of the agreed service actions; service level management; and continual improvement; may also includ the supply of goods
service provision
the activities performed by an organization to consume services. it includes the management of the consumer’s resources needed to use the service, service actions perform by users, and the receiving (acquiring) or goods (if required)
service consumption
functionality offered by a product or service to meet a particular need
what a service does (fit for purpose)
utility
the assurance that a product or service will meet agreed requirements
how a service performs (fit for use)
warranty
a model representing how all the components and activities of an organization work together to facilitate value creation
service value system (SVS)
the innermost cub containing 6 main activities in the Service Value System
Service Value Chain
