DSV Flashcards
A reciprocal relationship between a service provider and a service consumer, through which value is created
Service Interaction
Any event, in which a service consumer or potential service consumer has contact with the service provider and/or its products and resources
Point of Contact
The totality of experiences that service customers have with one or more service poviders and/or their products through touchpoints and service interactions
Customer Journey
Elicitation of information (goals, requirements, constraints) from stakeholders” and “Identifying business needs and translating these into well-articulated requirements and/or a solution proposal
business analysis’ practice
to provide a single source of consistent information on all services and service offerings, and to ensure that it is available to the relevant audience.
The purpose of Service Catalogue management (SCM) practice
ensure that the organization has the right mix of programmes, projects, products, and services to execute the organization’s strategy within its funding and resource constraints
The purpose of the portfolio management practice
understanding different user profiles and influencing their behaviour; capacity and performance management represents the other side of the equation
Managing demand
a method of tracking service consumer behaviour in order to understand consumers’ needs and to enable targeted marketing campaigns
Profiling
The objective is to enable the service provider to group customers based on their needs and behaviour, so that the service provider can address them accordingly.
Market segmentation
An explicit promise made by a service provider to its customers that it will deliver a particular bundle of benefits
value proposition
represents “the overall perception of the touchpoints and interactions between the service consumer and the service provider.”
customer journey
a strategic tool that provides input for the organization’s strategy and direction, as well as for internal policies and procedures.”
PESTLE analysis
involves four specific aspects of an organization: the internal strengths and weaknesses, and the external opportunities and threats
SWOT analysis
Many are related to the service interface performance; others may indicate user satisfaction with either interface, or the service in general
experience metrics
typically addresses such areas as the availability of the service, its capacity, levels of security, and continuity.
Warranty
are often binary (it works or it does not work) …if some functions of a system are unavailable or performed with a high number of errors, they can be assessed as a percentage of agreed…
Utility characteristics
takes place after the agreement is reached about starting service relationship or expanding the scope of existing relationship, and before service consumption starts
Onboarding
can become a powerful means of communication and cooperation between users and service providers
Communities
a charging option where “The price is comparable with similar service offerings on the market.”
Market rate
Setting different charges for different usage of the same or similar services at different times
Differential charging
to “analyse a business or some element of it, define its associated needs, and recommend solutions to address these needs and/or solve a business problem, which must facilitate value creation for stakeholders”
The purpose of the ‘business analysis’ practice
“set clear business-based targets for service levels, and to ensure that delivery of services is properly assessed, monitored, and managed against these targets
The purpose of the ‘service level’ management practice
to provide a single source of consistent information on all services and service offerings, and to ensure that it is available to the relevant audience
The purpose of the ‘service catalogue’ management practice
ensure that the organization has the right mix of programmes, projects, products, and services to execute the organization’s strategy within its funding and resource constraints
The purpose of the ‘portfolio management’ practice
The most popular ways to understand and evaluate service provider capabilities are through
audits and maturity assessments
can be valuable components of service interactions during normal operations, incidents, and other difficulties
User communities
“The purpose of it is to capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider for all users
the service desk practice
In the context of an organization’s culture, it may include such aspects as: No-blame cooperation and collaboration”. “it is applied in conjunction with others … to develop, communicate and maintain a set of values and principles
Relationship management practice
ensure that the organization’s suppliers and their performances are managed appropriately to support the seamless provision of quality products and services. This includes creating closer, more collaborative relationships with key suppliers
The purpose of the supplier management practice
It is used to “identify important stakeholders and their needs
stakeholder analysis
A widely used technique to explore the external context of an organization
PESTLE analysis.
A PESTLE analysis covers six areas
political, economic, sociological, technological, legal, and environmental, that are likely to affect the business.
analyse a business or some element of it, define its associated needs, and recommend solutions to address these needs and/or solve a business problem, which must facilitate value creation for stakeholders
business analysis practice
a key touchpoint or service interaction between the service provider and a user in which the user forms or changes his or her impression of any aspect of the service experience, service organization, products, or services
A moment of truth
influencing the service consumers to regulate the rate at which work arrives
Smoothing demand
It addresses how designers should think in order to create innovative solutions that fit user needs
Design thinking
increasing the ability of the service provider to provide services in future, or increasing the ability of the service consumer to consume services in future
Elevating capabilities
a product with just enough features to satisfy early customers and to provide feedback for future product development
A minimum viable product
a simple prioritization technique for managing requirements
MoSCoW method
the product and the service focus on what users need and on the user experience
User-centered design
Lean technique for illustrating and analysing the logic of a value stream
Value stream mapping
used to identify areas for improvement.
Value stream mapping
often used in the decision process, combining the most important criteria and their worth
decision matrix
The customers and users need to be put at the centre of the design process. This requires a genuine understanding of the customers and users beyond statistical descriptions and empirical analyses of their needs
‘user-centered’ principle
including stakeholders in the design process.
co-creative principle
deconstructs customer journeys into single touchpoints and service interactions. These, when combined, create service moments
‘sequencing’ principle
using physical evidence or artefacts” to “trigger the memory of positive service moments.” Thus, “through emotional association, they can continue to enhance a customers’ experience
‘evidencing’ principle
Readiness to change is crucial for a…
partnership
openness and trust are the key factors of mutual success in a…
partnership
Ad-hoc reviews are appropriate for a…
A basic relationship
Continual tracking and analysis of the outcomes, costs and risks is appropriate for a
partnership relationship
can be summarized as ‘what the service does’ and can be used to determine whether a service is ‘fit for purpose
Utility
typically addresses such areas as the availability of the service, its capacity, levels of security, and continuity
Warranty
a seamless user journey, in which is it possible to switch between channels without losing or corrupting information”. This approach also ensures information is available to all stakeholders
Omnichannel communications
all the activities necessary for a service consumer to start using the service and a service provider to be ready to deliver the service
Onboarding
Customer journey design is part of
service design
Assessing mutual readiness and maturity is part of
the engage step of the customer journey
enables service provision and consumption
Effective onboarding
setting service level targets and ensuring those targets are met
service level management
ensure that user requirements are captured, made available to relevant parties, met, and regularly reviewed
service level management
ensures that the organization has the right mix of services by guiding investment decisions
portfolio management
It not only identifies the investments with the highest payoff, but also analyses and tracks investments based on the value of services to the service provider and its customers
portfolio management
a valuable tool for marketing services to internal customers
service catalogue
a workload profile of one ore more business activities.
PBA (patterns of business activity)
