Module 2 - Key Service Management Concepts Flashcards
Recall the definitions of a customer, user, and sponsor ▪ Recall the definition of utility and warranty ▪ Describe the key concepts of creating value with cost, outcomes, outputs, risks, and utility and warranty ▪ Describe the key concepts of service relationships including: ▪ Service relationship management ▪ Service provisioning ▪ Service consumption ▪ Service offering
What is an organisation that delivers a service called?
A Service provider
What are the people called to whom the services are delivered?
A Service consumer
Explain the service consumer roles
Customer - Defines requirements for services and takes responsibility for outcomes
Sponsor - Authorises the budget for service consumption
User - Uses services
Who or what are other stakeholders in value?
Employees - Financial and non-financial incentives, career and professional development, sense of purpose
Communities - Employment, taxes, contribution to community development
Charitable organisations - Financial and non-financial contributions from other organisations
Shareholders - Financial benefits such as dividends, a sense of assurance and stability
What are the positive effects a customer experiences that encourage them to do business with a service provider?
Supported outcomes
Costs removed
Risks removed
What are the negative effects a customer experiences that discourage them from doing business with a service provider?
Affected outcomes
Costs introduced
Risks introduced
What is the difference between an output and an outcome?
An output is a tangible or intangible deliverable of an activity
An outcome is a result for a stakeholder enabled by one or more outputs
Explain the definition of costs
Costs refer to the amount of money spent on a specific activity or resource. Costs can be expressed in non-monetary terms such as the time spent, and people allocated.
What is the definition of risk?
Risk refers to the possible events that could cause harm or loss or make it more difficult to achieve objectives
Explain Utility
The functionality offered by a product or service to meet a particular need
What the service does
Can be used to determine whether a service is fit for purpose
Requires that a service support the performance of the consumer or remove constraints from the consumer
Explain Warranty
Assurance that a product or service will meet agreed requirements
How the service performs
Can be used to determine whether a service is fit for use
Requires that a service has defined and agreed conditions that are met
Typically addresses service levels for availability, capacity, security, and continuity
What is a product?
Products are configurations of an organisation’s resources designed to offer value to a customer
Created by the organisation to appeal to or meet the needs of a number of target consumer groups
Not exclusive to one consumer group
What is a service offering?
A service offering is a description of one or more services, based on one or more products, designed to address the needs of a target consumer group. Service offerings may include goods, access to resources, and service actions
Explain service offerings in terms of goods
Ownerships is transferred to the consumer and they take full responsibility for future use
Explain service offerings in terms of access to resources
Ownerships is not transferred to the consumer
Access is granted/licenced under agreed-upon terms or conditions
Explain service offerings in terns of service actions
Performed by the provider to address a consumer need
Performed according to an agreement with the consumer
Describe the anatomy of a service
Resources and products at the bottom, types of service offerings (goods, access to resources, service actions), then service relationships at the top
What is a service relationship?
A service relationship is a cooperation between a service provider and service consumer
What is service relationship management?
It consists of joint activities performed by a service provider and service consumer to ensure continual value co-creation based on agreed and available service offerings
What is service provisioning?
Activities performed by an organisation to provide services.
This can include fulfilment of agreed service actions, access to resources for users, supplying of goods, and service level management and continual improvement
What is service consumption?
Activities performed by an organisation to consume services.
This can include the utilisation of the provider’s resources, service actions performed by users, requesting service actions to be fulfilled, and receipt of goods
