Definitions

Question 1

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

Answer 1

Service Management

Question 2

the perceived benefits, usefulness, and importance of something

Answer 2

value

Question 3

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

Answer 3

An Organization

Question 4

a person or organization that has an interest or involvement in and organization, product, service, practice, or other entity.

Answer 4

Stakeholder

Question 5

a co-operation between a service provider and a service consumer. These include service provision, service consumption, and service “________” management.

Answer 5

Service Relationship

Question 6

the role that defines the requirements for a service and takes responsibility for the outcomes of service consumption.

Answer 6

Customer

Question 7

the role that uses services

Answer 7

User

Question 8

The role that authorizes budget for service consumption. Can also be used to describe an organization or individual that provides financial or other support for an initiative.

Answer 8

Sponsor

Question 9

Stakeholder Value Example - Receives benefits, optimizes costs, and risks

Answer 9

Service Consumer

Question 10

Stakeholder Value Example - Funding or loyalty from consumers, further business development, reputation enhancement

Answer 10

Service Provider

Question 11

Stakeholder Value Example - Job satisfaction, financial and non-financial rewards, personal development

Answer 11

Service provider employees

Question 12

Stakeholder Value Example - Employment, taxes, corporate social responsibility initiatives

Answer 12

Society and community

Question 13

Stakeholder Value Example - Financial and non-financial contributions

Answer 13

Charity Organizations

Question 14

Stakeholder Value Example - Financial benefits, such as dividends

Answer 14

Stakeholders

Question 15

means of enabling co-creation, by facilitating outcomes that customers want to achieve, without the customer having to manage specific cost and risks.

Answer 15

A service

Question 16

A configuration of an organizations resources designed to offer value for a customer.

Answer 16

A product

Question 17

A tangible intangible deliverable of an activity

Answer 17

Output

Question 18

A result for a stakeholder enabled by one or more outputs

Answer 18

Outcome

Question 19

The amount of money spent on a specific activity or resource

Answer 19

Cost

Question 20

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

Answer 20

Risk

Question 21

Uncertainty of outcome and can be used in the context of measuring the probability of positive outcomes as well as negative outcomes

Answer 21

Risk

Question 22

What a service does (fit for service)

Answer 22

Utility

Question 23

Describes how the service performs (fit for use)

Answer 23

Warranty

Question 24

The functionality offered by a product or services to meet a particular need

Answer 24

Utility

Question 25

The assurance that a product or service will meet agreed requirements

Answer 25

Warranty

Question 26

a description of one or more services designed to address the needs of a target consumer group. These may include goods, access to resources, and service actions.

Answer 26

Service offering

Question 27

A cooperation between a service provider and a service consumer. This includes service provision, service consumption, and service relationship management.

Answer 27

Service relationship

Question 28

Activities performed by an organization to provide services. This includes management of resources configured to deliver the service, access to the resources for users, fulfillment of agreed service actions, service performance management and continued improvement. It may also include supply of goods.

Answer 28

Service provision

Question 29

Activities performed by an organization to consume services. This includes the management of the consumer resources needed to use the service, service of actions performed by users, and may include receiving goods.

Answer 29

Service consumption

Question 30

This includes joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings.

Answer 30

Service relationship management