Definitions Flashcards
What is change?
a) A person or group responsible for authorizing a change.
b) The act of ensuring that a standard or set of guidelines is followed, or that proper, consistent accounting or
other practices are being employed.
c) The addition, modification, or removal of anything that could have a direct or indirect effect on services.
d) The amount of money spent on a specific activity or resource.
c.
A. is change authority
B. is compliance
D. is cost
What is a customer?
a) A set of values that is shared by a group of people, including expectations about how people should behave,
ideas, beliefs, and practices.
b) The role that defines the requirements for a service and takes responsibility for the outcomes of
service consumption.
c) The sum of functional and emotional interactions with a service and service provider as perceived by a service
customer.
d) Input to the service value system based on opportunities and needs from internal and external stakeholders.
B.
A) is culture
C) is customer experience
D) is demand
What is service management?
a) A set of specialized organizational capabilities for enabling value for customers in the form of services.
b) A role that is accountable for the delivery of a specific service.
c) Activities performed by an organization to provide services. It includes management of the provider’s resources,
configured to deliver the service; ensuring access to these resources for users; fulfilment of the agreed service
actions; service level management; and continual improvement. It may also include the supply of goods.
d) A cooperation between a service provider and service consumer. Service relationships include service provision,
service consumption, and service relationship management.
A
b) is a service owner
c) is a service provider
d) a service relationship
What is an outcome?
a) a tangible or intangible deliverable of an activity
b) A result for a stakeholder enabled by one or more outputs
c) A configuration of an organisation’s resources designed to offer value for a consumer
d) The functionality offered by a product or service to meet a particular need. Utility can be summarized as ‘what
the service does’ and can be used to determine whether a service is ‘fit for purpose’. To have utility, a service
must either support the performance of the consumer or remove constraints from the consumer. Many services
do both.
B
A) is output
C) is product
D) is utility
What is value?
a) The perceived benefits, usefulness, and importance of something.
b) Assurance that a product or service will meet agreed requirements.
c) A stakeholder responsible for providing services that are used by an organisation
d) The role that authorises budget for service consumption. Can also be used to describe an organisation or individual that provides financial or other support for an initiative.
A
b) is warranty
c) is supplier
d) is a sponsor
What is a service provider?
a) A role performed by an organization in a service relationship to provide services to consumers.
b) 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.
c) A role that is accountable for the delivery of a specific service.
d) A cooperation between a service provider and service consumer. Service relationships include service provision,
service consumption, and service relationship management.
A
b) A service
c) A service owner
d) Service relationship
Who makes up users?
tbc
What is an output?
a) Tangible resources that are transferred or available for transfer from a service provider to a service consumer,
together with ownership and associated rights and responsibilities.
b )A result for a stakeholder enabled by one or more outputs.
c) A tangible or intangible deliverable of an activity.
d) 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.
C
a) Goods
b) Outcome
d) Service
What is an organisation?
a) A person or a group of people that has its own functions with responsibilities, authorities, and relationships to
achieve its objectives.
b) A role performed by an organization in a service relationship to provide services to consumers.
c) A stakeholder responsible for providing services that are used by an organization.
c) A person or organization that has an interest or involvement in an organization, product, service, practice, or
other entity.
A
b) Service Provider
c) Supplier
d) Stakeholder
Who makes up a service consumer?
a) User, Sponsor and Customer
b) User, Sponsor and Provider
c) User, Provider, Stakeholders
d) User, Sponsor and Stakeholder
A
What are the guiding principles?
tbc
Start where you are (guiding principle)
tbc
Think holistically (guiding principle)
tbc
Keep it simple (guiding principle)
tbc
What describes the nature of the guiding principles?
tbc
What is cost?
a)
tbc
What is utility?
warranty
tbc
Service value system
Service value chain
tbc
Demand/Opportunity
TBC
Components of value system
tbc
4 dimensions
tbc
6 activities of value chain
plan, design and transition, obtain/build, deliver and support
tbc
Value chain activity and its purpose
tbc
plan and engage
tbc
