Definitions First Flashcards
A role that uses services
User
A 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 perceived benefits, usefulness, and importance of something
Value
Service offerings include…. (three things)
Goods, Access to Resources, and Service Actions
The amount of money spent on a specific activity or resources (Can be expressed in non-monetary terms, such as time spent, people allocated, etc.)
Cost
Co-Creating Value requires….
Utility and Warranty
A person or organization that has an interest or involvement in an organization, product, service, practice, or other entity
Stakeholder
A cooperation between a service provider and service consumer. (includes service provision, service consumption, and service relationship management)
Service Relationship
a model representing how all the components and activities of an organization work together to facilitate value creation
Service Value System (SVS)
A possible event that could cause harm or loss or make it more difficult to achieve objectives (Can also be defined as uncertainty of outcome and can be use in the context of measuring the probability of positive outcomes as well as negative outcomes)
Risk
Something you own or have access to
Resource
A set of specialized organizational capabilities for enabling value for customer in the form of services.
Service Management
A configuration of an organization’s resources designed to offer value for a consumer
Product
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
Goods, Access to Resources, and Service Actions are included as part of a….
Service Offering
The functionality offered by a product or service to meet a particular need (Fit for Purpose, does it meet the need?)
Utility
Three Types of Service Consumers
Customer, User, and Sponsor
A person or group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives
Organization
An organization that uses the services provided to them by another organization within their own organization or external to their organization
Service Consumer
Assurance that a product or service will meet agreed requirements (Fit for Use (Available, usable))
Warranty
Tangible or intangible deliverable of an activity
Output
A role that authorizes budget for service consumption
Sponsor
The functionality offered by a product or service to meet a particular need
Utility
Activities performed by an organization to consume services and/or goods
Service Consumption
Service offering where ownership is transferred to the consumer
Good
an organization that delivers services to consumers within its own organization or external to its own organization
Service Provider
Utility and Warranty are used to….
Co-create Value
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
Service
A role that defines the requirements of a service and takes responsibility for the outcomes of service consumption
Customer
Activities performed by an organization to provide services and/or goods
Service Provision
The result for a stakeholder enabled by one or more outputs
Outcome
The value chain activity that ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across an organization.
plan
The value chain activity that ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.
improve
The value chain activity that provides a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with all stakeholders.
engage
The value chain activity that ensures products and services continually meet stakeholder expectations for quality, costs, and time to market.
design and transition
The value chain activity that ensures service components are available when and where they are needed, and that they meet agreed specifications.
obtain/build
The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders’ expectations.
deliver and support
Any financially valuable component that can contribute to the delivery of an IT product or service.
IT asset
Any change of state that has significance for the management of a service or other configuration item.
event
Any component that needs to be managed in order to deliver an IT service.
configuration item (CI)
The addition, modification, or removal of anything that could have a direct or indirect effect on services.
change
An unplanned interruption to a service or reduction in the quality of a service.
incident
A cause, or potential cause, of one or more incidents.
problem
A problem that has been analysed but has not been resolved.
known error
