Key concepts of service management Flashcards
Enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks.
Service
Specialized organizational capabilities for enabling value for customers in the form of services.
Service management
The role that defines the requirements for a service and takes responsibility for the outcomes of service consumption.
Customer
The role that uses services.
User
The role that authorizes budget for service consumption. Can also be used to describe
an organization or individual that provides financial or other support for an initiative.
Sponsor
The functionality offered by a product or service to meet a particular need.
Utility
Summarized as ‘what the service does’ and can be used to determine whether a service is ‘fit for purpose’.
Utility
A service must either support the performance of the consumer or remove constraints from the consumer.
Utility
Assurance that a product or service will meet agreed requirements.
Warranty
Summarized as ‘how the service performs’ and can be used to determine whether a service is
‘fit for use’.
Warranty
A service may be said to provide acceptable assurance, or ‘warranty’,
if all defined and agreed conditions are met.
Warranty
Value that “fit for purpose”
Utility
Value that “fit for use”
Warranty
