MODULE 1(key concepts of service management) Flashcards
To practice definitions
what is a service
enabling value cocreating by facilitating outcomes customers want to achieve without managing cost and risk
what is a product
configuraiton of organizations resources designed to offer value to customers
what is a utility
fit for purpose(what the service does)
what is a warranty
fit for use(how service performs)
who is a customer
person that defines requirements of service and takes responsibility for outcome of svc consumption
who is a user
person who uses services
who is a sponsor
a person who authorizes budget for svc consumption
what is service management
set of specialized organizational capabilities for enabling value for customers in form of services
what is value
perceived benefits, usefulness and importance of something, utility plus warranty
what is an organization
person or group of people that has functions/responsibilities and relationships to achieve objectives
who is a service provider
during service provision, organization acts as service provider, can be external or internal
who is a service consumer
when receiving services an organization is the service consumer
what is a service offering
one or more services designed to address needs of a consumer group. may include goods/access to resources/service actions
describe three components of a service offering
goods: ownership and responsibility is transferred to consumer eg mobile phone
access to resources: ownership not transferred to consumer and access granted under terms and conditions eg access to mobile network
service actions: performed by service provider to address consumer needs eg user support
what is a service relationship
cooperation between service provider and service consumer
