M2 Item to definition Flashcards
<p><strong>Describe the definition for </strong></p>
<p></p>
<p><span><strong>Service management</strong></span></p>
<p><span><strong>A set of specialized organizational capabilities for enabling value for customers in the form of services</strong></span></p>
<p><strong>Describe the definition for </strong></p>
<p></p>
<p><span><strong>Value</strong></span></p>
<p><span><strong>The perceived benefits, usefulness, and importance of something</strong></span></p>
<p><strong>Describe the definition for </strong></p>
<p></p>
<p><span><strong>Organization</strong></span></p>
<p><span><strong>A person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives</strong></span></p>
<p><strong>Describe the definition for </strong></p>
<p></p>
<p><span><strong>Customer</strong></span></p>
<p><span><strong>The role that defines the requirements for a service and takes responsibility for the outcomes of service consumption</strong></span></p>
<p><strong>Describe the definition for </strong></p>
<p></p>
<p><span><strong>User</strong></span></p>
<p><span><strong>The role that uses services</strong></span></p>
<p><strong>Describe the definition for </strong></p>
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<p><span><strong>Sponsor</strong></span></p>
<p><span><strong>The role that authorizes budget for service consumption</strong></span></p>
<p><strong>Describe the definition for </strong></p>
<p></p>
<p><span><strong>Service Consumer</strong></span></p>
<p><span><strong>A generic term to simplify descriptions in a service relationship structure for customer, user and sponsor</strong></span></p>
<p><strong>Describe the definition for </strong></p>
<p></p>
<p><span><strong>Service</strong></span></p>
<p><span><strong>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</strong></span></p>
<p><strong>Describe the definition for </strong></p>
<p></p>
<p><span><strong>Product</strong></span></p>
<p><span><strong>A configuration of an organization's resources designed to offer value for a consumer</strong></span></p>
<p><strong>Describe the definition for </strong></p>
<p></p>
<p><span><strong>Service offering</strong></span></p>
<p><span><strong>A service provided to address the needs of a target consumer</strong></span></p>
<p><strong>Describe the definition for </strong></p>
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<p><span><strong>Goods</strong></span></p>
<p><span><strong>Things that are transferred from the provider to the consumer, with the consumer taking responsibility for future use</strong></span></p>
<p><strong>Describe the definition for </strong></p>
<p></p>
<p><span><strong>Access to resources</strong></span></p>
<p><span><strong>Resources granted to consumers under agreed terms; they remain under the control of the provider</strong></span></p>
<p><strong>Describe the definition for </strong></p>
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<p><span><strong>Service actions</strong></span></p>
<p><span><strong>Actions performed to address a consumer's need; they are performed by the provider in agreement with the consumer</strong></span></p>
<p><strong>Describe the definition for </strong></p>
<p></p>
<p><span><strong>Service relationship</strong></span></p>
<p><span><strong>A cooperation between a service provider and service consumer</strong></span></p>
<p><strong>Describe the definition for </strong></p>
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<p><span><strong>Service provision</strong></span></p>
<p><span><strong>Activities performed by an organization to provide services. Includes management of resources, configured to deliver the service, access to these resources for users, fulfilment of the agreed service actions, service performance management and continual improvement. It may also include the supply of goods</strong></span></p>
<p><strong>Describe the definition for </strong></p>
<p></p>
<p><span><strong>Service consumption</strong></span></p>
<p><span><strong>Activities performed by an organization to consume services. Includes the management of the consumer's resources needed to use the service, service use actions performed by users, and may include the receiving (acquiring) of goods.</strong></span></p>
<p><strong>Describe the definition for </strong></p>
<p></p>
<p><span><strong>Service relationship management</strong></span></p>
<p><span><strong>Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings.</strong></span></p>
<p><strong>Describe the definition for </strong></p>
<p></p>
<p><span><strong>Output</strong></span></p>
<p><span><strong>A tangible or intangible deliverable of an activity</strong></span></p>
<p><strong>Describe the definition for </strong></p>
<p></p>
<p><span><strong>Outcome</strong></span></p>
<p><span><strong>A result for a stakeholder enabled by one or more outputs</strong></span></p>
<p><strong>Describe the definition for </strong></p>
<p></p>
<p><span><strong>Cost</strong></span></p>
<p><span><strong>The amount of money spent on a specific activity or resource</strong></span></p>
<p><strong>Describe the definition for </strong></p>
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<p><span><strong>Risk</strong></span></p>
<p><span><strong>A possible event that could cause harm or loss, or make it more difficult to achieve objectives</strong></span></p>
<p><strong>Describe the definition for </strong></p>
<p></p>
<p><span><strong>Utility</strong></span></p>
<p><span><strong>The functionality offered by a product or service to meet a particular need</strong></span></p>
<p><strong>Describe the definition for </strong></p>
<p></p>
<p><span><strong>Warranty</strong></span></p>
<p><span><strong>Assurance that a product or service will meet agreed requirements</strong></span></p>
