Lesson 1 Flashcards
Service definition
The means of enabling value co-creation by facilitating outcomes that customers want to achieve without the customer having to manage specifics costs and risks.
Product definition
A configuration of an Organizations resources designed to offer value for a consumer.
Utility definition
The functionality offered by a product or service to meet a particular need.
(i.e. It does the job its meant to do)
Warranty definition
Assurance that a product or service will meet agreed requirements.
(i.e. I works when its suppose to)
What are the 3 types of service consumer?
Customer: they define requirements for a service and take responsibility for outcomes of service consumption
User: They use the service
Sponsor: They authorize the budget for service consumption.
Value
is perceived benefits , usefulness and importance of something
Service Management
specialized organizational capabilities for enabling value for customers in the form of services.
Output
A tangible or intangible deliverable of an activity
Outcome
the results of an output activity
Cost
The amount
Service Offering
Goods, Access to resources and Service Actions
Service Relationship
Cooperation between provider and consumer. these include provision consumption and relationship management.
Service Provision
activities performed my an organization to provide services
Service Relationship Management
Joint activities performed my consumer and provider to ensure value co-creation based on agreed service offerings
