Key Concepts of Service Management Flashcards
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 set of specialised organisational capabilities for enabling value to customers in the form of services
Service Management
A person/group of people that has its own function with responsibilities, authorities and relationships to achieve its objectives.
Organisation
The perceived benefits, usefulness and importance of something.
Value
A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption
Customer
A person who uses a service.
user
A person who authorises budget for service consumption
Sponsor
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
A configuration of an organisation’s resources designed to offer value for a consumer.
Product
The functionality offered by a product or service to meet a particular need.
Utility
The assurance that a product or service will meed agreed requirements.
Warranty
Activities performed by a service provider to provide services.
Service Provisioning
Activities performed by a service consumer to consume services.
Service consumption
Joint activities performed by a service provider and a a service consumer to ensure continual value co-creation based on agreed and available service offerings.
Service relationship management
The amount of money spent on a specific activity or resource.
Cost
