Key Concepts and Definitions Flashcards
Service Management
A set capabilities for enabling value to customers in the form of services
Value
The perceived benefits, usefulness, and importance of something
Sponsor
Authorizes budget for services
Supplier
External partner who provides services to the organization
Services
enabling co-creation without the customer having to manage specific cost and risk (Hydro)
Co-Creation
collaborating with other stakeholders to guide the design process
Product
configuration of resources, created by the org that will be potentially valuable to customers - Phones
Service offering
a specific mix of services and products sold to a specific customer, Restaurant
Goods
Ownership is transferred to customer, Phones
Service actions
warranty and technical issues because of the service or product
Output
A tangible or intangible deliverable of an activity
Outcome
A result for a stakeholder enabled by one or more outputs
Risk
uncertainty of an outcome
Utility
Fit for purpose. Service does what it is meant to do
Warranty
Fit for use. Service does this good enough
