Definitions Flashcards
What is the definition of Service?
A service is a means of CO-CREATING VALUE by facilitating OUTCOMES that a customer wants to achieve by OFFSETTING COST and RISK.
What is the definition of a Product and what different types of products exist?
A product is a CONFIGURATION of an ORGANISATIONS RESOURCES designed to offer VALUE to customers. They can be VISIBLE or INVISIBLE.
What is the definition of a Stakeholder and name a few?
Any person with STAKE in a product or service. Service Providers, Employees, Service Consumers and Shareholders etc.
What is Utility in relation to a service?
Utility is the FUNCTIONALITY offered by a product or service. ‘what a service DOES’ and determines if a service is ‘FIT FOR PURPOSE’.
What is Warranty in relation to a service?
Warranty is the ASSURANCE that a product or service will MEET REQUIREMENTS. ‘how the service PERFORMS’ and determines if a service is ‘FIT FOR USE’.
What is the definition of Customer?
A person who defines the REQUIREMENT for a service and takes responsibility for the OUTCOMES of SERVICE CONSUMPTION.
What is the definition of a User?
A person using a service.
What is the definition of Service Management?
A collection of specialised ORGANISATIONAL CAPABILITIES used to enable service value.
What is the definition of a Sponsor?
A person who AUTHORISES budget for service consumption.
What is the definition of Service Provider?
An function or utility who takes care of SERVICE PROVISION and can be both internal and external.
What is the definition of IT Asset?
Any valuable component (software, hardware or license) that is necessary for delivering an IT product or service.
What is the definition of an Event?
Any CHANGE IN STATE that has significance for the management of a service or other configurable item (CI).
What is the definition of a Configuration Item?
Any component that needs to be CONFIGURED in order to deliver a service.
What is the definition of a Change?
The ADDITION, MODIFICATION or REMOVAL of anything that could impact services, directly or not.
What is the definition of an Incident?
ISSUES that affect consumers, productivity or business process
