Definitions Flashcards
Service Value System (SVS)
A model representing how all the components and activities of an organization work together to facilitate value creation
Value
The perceived benefits, usefulness, and importance of something
Governance
The means by which an organization is directed and controlled, through policies and regulations
Practices
A set of organizational resources designed for performing work or accomplishing an objective
Service Value Chain
An operating model for service providers that covers all the key activities required to effectively manage products and services
Four Dimensions of Service Management
The four perspectives that are critical to the effective and efficient facilitation of value for customers and other stakeholders in the form of products and services
Service relationship
A cooperation between a service provider and service consumer. Includes service provision, service consumption, and service relationship management
Service Provider
An organization that delivers services to consumers within its own organization or external to its own organization
Service Consumer
An organization that uses the services provided to them by another organization within their organization or external to their organization
Service provision
Activities performed by an organization to provide services and/or goods
Service consumption
Activities performed by an organization to consume services and/or goods
Service Relationship Management
Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings
Organization
A person or group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives
Stakeholder
A person or organization that has an interest or involvement in an organization, product, service, practice, or other entity
Outcome
A result for a stakeholder enabled by one or more outputs
