Key Concepts of Service Management Flashcards
Define Service Management and capability
A set of specialised organisational capabilities for enabling value for customers in the form of services
Collective ability of an organisation, staff and other resources to provide services that create value for customers
What is Value?
The perceived benefits, usefulness and importance of something.
What are the three defined roles of service consumers and how do they use or interact with services services?
Customers - define requirements of a service and take responsibility for outcomes of service consumption
Users - uses the service
Sponsor - authorises budget for service consumption
What’s the difference between services and products?
Service - enables value co-creation by facilitating outcomes that customers want to achieve. Customer doesn’t need to managed specific cost and risk
A product is a configuration of an organisations resources designed to offer value to a consumer
Services provided are based on one of more products
What’s a service offering?
One or more services designed to address needs of a target consumer group. It may include goods, access to resources and service actions.
Define a service relationship and the three things that must be managed as part of a service relationship.
A co-op between a service provider and a service consumer.
Service Provision - activities preformed to provide services.
Management of resources, access to resources, fulfilment of agreed actions
Service consumption- activities performed to consume services
Service relationship management- joint activities by provider and consumer to ensure continual value based on agreed and available service offerings.
What’s the difference between output and outcome?
Output is a tangible or intangible deliverable of an activity.
Outcome is a result for a stakeholder enabled by one or more outputs
Give some examples of costs imposed and removed from the consumer by a service
Removed could include staff, technology and resources.
Imposed may be staff training, network utilisation, procurement. These are all in addition to paying for the service itself.
What is a risk and how does a service affect consumer risk?
A risk is a possible event that could harm or loss, or make it more difficult to achieve objectives.
Service can remove and impose risks on consumers. Risks removed may include those associated with using own resources, for example hardware. Risks imposed are the risks of service consumption.
Define utility and warranty and how they relate to service .
Utility is the functionality offered by a product or service to meet a particular need. Determines of a service is fit for purpose and requires that a service supports the performance of a consumer and removes constraints on the consumer.
Warranty is the assurance that a product or service will meet agreed requirements. Used to determine is a service is fit for use and addresses things like availability, capacity and continuity.
