Learning Outcome 1 Flashcards
Three Types of Service Consumers
Customer, User, and Sponsor
Service Consumer
An organization that uses the services provided to them by another organization within their own organization or external to their organization
Service Value System (SVS)
a model representing how all the components and activities of an organization work together to facilitate value creation
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
Co-Creating Value requires….
Utility and Warranty
A Good
Service offering where ownership is transferred to the consumer
A role that uses services
User
Activities performed by an organization to consume services and/or goods
Service Consumption
Something you own or have access to
Resource
A cooperation between a service provider and service consumer. (includes service provision, service consumption, and service relationship management)
Service Relationship
An organization that uses the services provided to them by another organization within their own organization or external to their organization
Service Consumer
The amount of money spent on a specific activity or resources (Can be expressed in non-monetary terms, such as time spent, people allocated, etc.)
Cost
Risk
A possible event that could cause harm or loss or make it more difficult to achieve objectives (Can also be defined as uncertainty of outcome and can be use in the context of measuring the probability of positive outcomes as well as negative outcomes)
A person or organization that has an interest or involvement in an organization, product, service, practice, or other entity
Stakeholder
Cost
The amount of money spent on a specific activity or resources (Can be expressed in non-monetary terms, such as time spent, people allocated, etc.)
A person or group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives
Organization
Warranty
Assurance that a product or service will meet agreed requirements (Fit for Use (Available, usable))
A role that authorizes budget for service consumption
Sponsor
The functionality offered by a product or service to meet a particular need (Fit for Purpose, does it meet the need?)
Utility
an organization that delivers services to consumers within its own organization or external to its own organization
Service Provider
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 Relationship Management
Sponsor
A role that authorizes budget for service consumption
Service Management
A set of specialized organizational capabilities for enabling value for customers in the form of services.
The functionality offered by a product or service to meet a particular need
Utility
Utility and Warranty are used to….
Co-create Value
Customer, user, and Sponsor
Three types of Service Consumers
User
A role that uses services
Service offerings include…. (three things)
Goods, Access to Resources, and Service Actions
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
Outcome
The result for a stakeholder enabled by one or more outputs
Value
The perceived benefits, usefulness, and importance of something
Customer
A role that defines the requirements of a service and takes responsibility for the outcomes of service consumption
Service Consumption
Activities performed by an organization to consume services and/or goods
Product
A configuration of an organization’s resources designed to offer value for a consumer
A configuration of an organization’s resources designed to offer value for a consumer
Product
Organization
A person or group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives
Resource
Something you own or have access to
Utility
The functionality offered by a product or service to meet a particular need
A set of specialized organizational capabilities for enabling value for customer in the form of services.
Service Management
A possible event that could cause harm or loss or make it more difficult to achieve objectives (Can also be defined as uncertainty of outcome and can be use in the context of measuring the probability of positive outcomes as well as negative outcomes)
Risk
The result for a stakeholder enabled by one or more outputs
Outcome
Service Offering
A formal description of one or more services, designed to address the needs of a target consumer group. A service offering may include goods, access to resources, and service actions
Utility
The functionality offered by a product or service to meet a particular need (Fit for Purpose, does it meet the need?)
Service offering where ownership is transferred to the consumer
Good
The perceived benefits, usefulness, and importance of something
Value
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
Stakeholder
A person or organization that has an interest or involvement in an organization, product, service, practice, or other entity
A role that defines the requirements of a service and takes responsibility for the outcomes of service consumption
Customer
Service Provision
Activities performed by an organization to provide services and/or goods
Assurance that a product or service will meet agreed requirements (Fit for Use (Available, usable))
Warranty
Goods, Access to Resources, and Service Actions are included as part of a….
Service Offering
Activities performed by an organization to provide services and/or goods
Service Provision
Service Relationship
A cooperation between a service provider and service consumer. (includes service provision, service consumption, and service relationship management)
a model representing how all the components and activities of an organization work together to facilitate value creation
Service Value System (SVS)
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
Tangible or intangible deliverable of an activity
Output
Service Provider
an organization that delivers services to consumers within its own organization or external to its own organization
Output
Tangible or intangible deliverable of an activity
Service Value System (SVS)
