Key Concepts Of Service Management Flashcards
What is a service
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
What is value
The perceived benefits, usefulness, and importance of something
What is an outcome
A result for a stakeholder enabled by one more outputs
What is cost
The amount of money spent on a specific activity or resource. OSTs can be expressed in non-monetary terms, such as time spent, people allocated, etc.
What is a risk?
A possible event that could cause harm or loss or make it more difficult to achieve objectives.
Consumers can contribute to the reduction in risk by making sure they communicate their requirements and constraints clearly.
What is Utility
The functionality offered by a product or service to meet a particular need. Fit for purpose
What is Warranty
Assurance that a product or service will meet agreed requirements. Fit for use
What is a product
A configuration of an organisation’s resources designed to offer value for a consumer. Can be used by one or more service offerings
What is a resource
Something you own or have access to.
Eg, people, information, technology, value streams, processes, suppliers, partners, etc.
What is a service offering?
A formal description of one or more services, designed to address the needs of a target consumer group.
May include goods, accessories to resources and service actions
What is Goods
Something that is transferred from the supplier to the consumer, so the consumer takes ownership
What is ‘Access to resources’?
Something that is granted or licensed to the consumer under specific terms and conditions, but ownership remains with the provider.
What are ‘Service Actions’?
Actions performed by the provider to support the needs of the consumer.
What is service management
A set of specialised organisational capabilities for enabling value for customers I the form of services.
What is Service Relationship?
A cooperation between a service provider and service consumer. Service relationships include service provision, service consumption and service relationship management.
What is a Service Provider?
An organisation that delivers services to consumers within its own organisation or external to its own organisation.
What is a Service Consumer?
An organisation that uses the services provided to them by another organisation within their own organisation or external to their organisation.
3 Types:
Customer: A role that defines the requirements of a service and takes responsibility for the outcomes of service consumption.
User: A role that uses services
Sponsor: A role that authorises budget for service consumption.
What is Service Provision?
Activities performed by an organisation to provide services and/or goods
What is Service Consumption?
Activities performed by an organisation to consume services and/or goods.
What is ‘Service Relationship Management’?
Joint activities performed by a service provider and service consumer to ensure continual value co-creation based on agreed and available service offerings.
What is an Organisation?
A person or group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives.
Organisations can be both providers and consumers
What is a ‘Stakeholder’?
A person or organisation that has an interest or involvement in an organisation, product, service, practice, or other entity
