Key Service Management Concepts Flashcards
Customer
The role that defines the requirements for a service and takes responsibility for the outcomes of the service consumption.
User
Role that uses services
Sponsor
Role that authorizes the budget for service consumption
ouput
An output is a tangible or intangible deliverable or activity.
outcome
An outcome is a result for a stakeholder enabled by one or more outputs.
Cost
Refers to the amount of money spent on a specific activity or resource.
Risk
Risk refers to a possible event that could cause harm or loss or make it more difficult to achieve objectives. It can also be defined as uncertainty of outcome and can be used in the context of measuring the probability of positive outcomes as well as negative outcomes.
Utility
Function of a service
Warranty
Service level of a service. Availability, capacity, security, and continuity.
Service Offering
A formal description of one or more services designed to address the needs of a target consumer group.
Service relationship management
Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings.
Service provision
Activities performed by an organization to provide services
