Module 1: Key Concepts in Service Mgmt. Flashcards
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
A ________ is a configuration of resourced, created by the organzation, that will be potentially valuable for the customers.
product
In a service the ___________ and provider co-create value
Consumer
____________ __________________ is a set of specialized organizational capabilities for enabling value for customers in the form of services.
Service Management
The _________ ______________ helps service consumers achieve their outcomes.
Service Provider
A _________ ___________ receives services, it’s a generic role that is used simplify the definition and description of the structure of service relationships.
Service Consumer
The cooperation between a service provider and service consumer to co-create value, is referred to as the service _____________. It includes the provisioning and consumption of services.
relationship
A service relationship is perceived as ___________ only when they have more positive effects than negative.
valuable
What are the three types of consumers?
Customer, User, and Sponsor
A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption is the ___________.
Customer
A person who uses services is called a ______.
User
A person who authorized budget for service consumption is called a ________.
Sponsor
Service provision refers to activities performed by an organization to provide services, including what 4 things?
- management of the providers resources, configured to deliver the service
- provision of access to these resources for users
- fulfilment of the agreed service actions
- service performance mgmt and continual improvement
Bonus: Can also include the cost to provision the service and supplying of goods.
Service Consumption refers to activities performed by an organization to consume services and includes what?
- management of the consumer resources needed to consume the service.
- utilization of the provider’s resources
- requesting or service actions to fulfill
- receipt of or acquisition of goods
BONUS: Can also include how much the pay for service/good.
A person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve it’s objective is called a ______________.
Organization
The purpose of an Organization is the create _______ for stakeholders.
Value
The perceived benefits, usefulness, and importance of something is referred to as the _______.
Value
_______ is the amount of money spent on a specific activity or resource.
Cost
____ is a possible event that could cause harm or loss or make it more difficult to achieve objectives. AKA uncertainty of outcome.
Risks
_________ is what the service does; “fit for purpose”; functionality provided by a product or service. Think…does it have the right features?
Utility
___________ is HOW the service performs, “for for use”; assurance the product or service will meet requirements. Think…will it work when I need it?
Warranty
A service __________ is a package of one or more services, designed to address the needs of a target consumer group. It may include goods, access to resources, and service actions.
Service offering
An _________ is a tangible or intangible deliverable of an activity.
Output
A __________ is a RESULT for a stakeholder enabled by one or more outputs. Acting as a service provider, organizations produce outputs to help consumers achieve this/these.
Outcome
___________ _________ __________ Describes how all the components and activities of the organization work together as a system to enable value creation.
Service Value System (SVS)
The Service Value System includes what 5 things?
- Guiding Principles
- Governance
- Service Value Chain
- Practices
- Continual Improvement
What are the 4 dimensions of Service Management
- Organization & People
- Information & Technology
- Partners & Suppliers
- Value Streams and Processes
Which Dimension of Service Management does this describe?
The organizational structure, roles, responsibilities, and systems of authority and communication. Also includes Skills/and culture.
Organizations & People
Organizations have a _________ that includes their shared values and attitudes.
Culture
Which Dimension of Service Management does this describe?
The information and knowledge necessary for the management of services as well as the technologies required. Includes all tools, automation, ITSM, platforms, databases, knowledge bases, infrastructure, security, workflow management.
Information & Technology
Which Dimension of Service Management does this describe?
Encompasses an organizations relationships with other organizations that are involved in the design, development, deployment, delivery, and support, and/or continual improvement of services. Incorporates contracts and other agreements, 3rd parties, vendors, legal, and all contractor management.
Partners & Suppliers
Service ______________ management ensures that service relationships are properly coordinated, making sure suppliers work together as perscribed.
Integration
What are external factors that can affect the 4 dimensions?
Political, Economical, Social, Technological, Legal, Environmental
Which Dimension of Service Management does this describe?
How the various parts of the organization work in an integrated and coordinated way to enable value creation through products and services.
Value Streams and Processes
_______ ________ is a series of steps to create value an organization undertakes to create and deliver products and services. It is a combination of the organizations value chain activities. Includes all activities that we do in IT (maintenance, incident response, problem management, processes, etc).
Value Stream
A _________ is a set of interrelated or interacting activities that transform inputs to outputs.
Process
Practice Question: Identify the missing word(s) in the following sentence:
A service is a means of enabling value cocreattion by facilitating __________ that customers want to achieve.
Warranty
Outcomes
The Utility
Outputs
Outcomes
Practice Question: What are the two types of cost that a service consumer should evaluate:
a. The price of the service, and the cost of creating the service.
b. the costs removed by the service, and the costs imposed by the service.
c. The cost of provisioning the service, and the cost of improving the service.
d. The cost of software, and the cost of hardware.
b. the costs removed by the service, and the costs imposed by the service.
Which describes outcomes?
a. Tangible or intangible deliverables
b. Functionality offered by a product or service
c. Results desired by a stakeholder
d. Configuration of an organization’s resources
c. Results desired by a stakeholder
A service provider describes a package that includes a laptop with software, licenses, and support. What is the package an example of?
a. Value
b. An outcome
c. Warranty
d. Service Offering
d. Service Offering
What is the definition of warranty?
a. A tangible or intangible deliverable that is produced by carrying out an activity.
b. The assurance that a product or service will meet agreed requirements
c. A possible even that could cause harm or loss, or make it more difficult to achieve objectives
d. The functionality offered by a product or service to meet a particular need
b. The assurance that a product or service will meet agreed requirements
Which service management dimension is focused on activities and how these are coordinated?
a. Organizations and people
b. Information and Technology
c. Partners and suppliers
d. Value Streams and processes
d. Value Streams and processes
Which is NOT a key focus of the information and technology dimension?
a. Security and compliance
b. Communication systems and knowledge bases
c. Workflow management and inventory systems
d. Roles & Responsibilities
d. Roles & Responsibilities