Key Concepts and Definitions Flashcards
A set of SPECIALIZED capabilities for enabling value to customers in the form of services. (What distinguishes companies)
Service Management
The PERCEIVED benefits, usefulness and importance of something. (customers feeling towards your service)
Value
Defines requirements for services
Customer
A person who uses the service
User
Authorizes budget for services
Sponsor
External partner who provieds servies to the organanization
Supplier
A group of people that has its own functions, responsibilities and authorizes to achieve specific objectives. (Team, department, or whole company)
Organization
The means of developing VALUE co-creation by faciliatinig outcomes that CUSTOMERS want to achieve without the CUSTOMER having to manage specific costs and risks
Service
A configuration of RESOURCES created by the SERVICE-PROVIDER ORGANIZATION that will be potentially valuable to customers
Product
A specific mix of SERVICES and PRODUCTS sold to a specific CUSTOMER
Service Offering
Type of SERVICE OFFERING. OWNERSHIP is transferred to CUSTOMERS.
Ex (laptop, phone)
Goods
Type of SERVICE OFFERING.
CUSTOMER is ONLY allowed to USE it. (cloud solutions and subscription based services)
Access to resources
Type of SERVICE OFFERING.
THINGS the service provider does for the customer. (Ex. Handling warranty related issues)
Service Actions
A tangible or intangible DELIVERABLE of an activity (Ex. Scoring a goal)
Output
Uncertainty of outcome. Can be good (opportunity) or bad (hazard)
Risk
