Key Concepts and Definitions Flashcards
Service Management
A set of specialized organizational capabilities for enabling value to customers in the form of services
Value
The perceived benefits, usefulness and importance of something
User
A person who uses the service
Customer
Defines requirements for services
Sponsor
Authorizes budgets for services
Supplier
External Partner who provides services to the organization
Organization
Group of people that has its own functions responsibilities and authorities to achieve specific objectives
Services
Means of enabling value co-creation by facilitating outcomes that customers want to achieve without the customer having to manage specific cost and risks
Product
A confiruration of resources, created by the organization that will be potentially valuable to customers
Service Offering
A specific mix of services and products sold to a specific customer
Outputs
Tangible or intangible deliverable of activity
Outcomes
A result for stakeholder enabled by one or more output
Cost
Can be removed from the customer and can be imposed on the customer
Risk
Uncertainty of outcome. Can be good (Opportunity) or bad (hazard)
Utility
Fit for purpose. Service does what it is meant to do.
