Section 2

Question 1

Organizational Capability

Answer 1

Having both the capacity and the ability to perform required functions.

Question 2

Value

Answer 2

The perceived benefits, usefulness, and importance of something. Note: it is always something perceived and therefore subjective.

Question 3

Organization

Answer 3

A person or a group of people that has its own functions, responsibilities, and relationships to achieve its objectives.

Question 4

Service Provider

Answer 4

A role performed by an organization in a service relationship to provide services to consumers.

Question 5

Consumer

Answer 5

A role performed by an organization in a relationship that consumes or uses a service.

Question 6

User

Answer 6

A person who uses services.

Question 7

Customer

Answer 7

A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption.

Question 8

How should an organization organize its people?

Answer 8

To best support its activities, practices, and processes.

Question 9

How is value created?

Answer 9

It is co-created by a service provider and service consumer.

Question 10

What are the two generic roles an organization can fulfill?

Answer 10

1. Service Provider 2. Service Consumer An organization can fulfill them simultaneously.

Question 11

What three generic roles can people fulfill?

Answer 11

1. User 2. Customer 3. Sponsor These can be filled individually or simultaneously.

Question 12

Sponsor

Answer 12

A person who authorizes the budget for service consumption.

Question 13

What often happens when a Service Provider is able to make the Sponsor, Customer and User happy?

Answer 13

Repeat business.

Question 14

Service

Answer 14

Means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks.

Question 15

Product

Answer 15

Configuration of resources created by an organization that might be valuable for a customer.

Question 16

Who owns or manages resources.

Answer 16

An organization.

Question 17

What combines and simplifies the various services?

Answer 17

A product.

Question 18

Service Offering

Answer 18

A description of one or more services designed to address the needs of a target consumer group. Can include goods, access to resources, and service actions.

Question 19

Goods

Answer 19

Things that are transferred from the Service Provider to the Consumer. The Consumer is then responsible for their future use.

Question 20

What is the nature in which Access to Resources are granted or licensed to consumers?

Answer 20

According to agreed upon terms and conditions.

Question 21

Service Action

Answer 21

Actions performed to address the needs of a consumer. e.g. Technical Support or services needs.

Question 22

Service Relationship

Answer 22

A cooperation between a service provider and service consumer including service provision, service consumption, and service relationship management.

Question 23

Service Provision

Answer 23

The activities performed by an organization to provide a service

Question 24

Service Consumption

Answer 24

The activities performed by an organization to consume a service.

Question 25

Service Relationship Management

Answer 25

The activities of a service provider and service consumer for enabling value co-creation.

Question 26

Outcome

Answer 26

A result for a stakeholder, enabled by one or more outputs. They achieve results.

Question 27

Output

Answer 27

A tangible or intangible deliverable of an activity. e.g. A report or email.

Question 28

How are services facilitated?

Answer 28

Through one or more outputs.

Question 29

Where should focus be placed when evaluating the metrics of a service?

Answer 29

To evaluate outcomes over outputs.

Question 30

Costs

Answer 30

The amount of money spent on a specific activity or resource. Note: Cost may be measured in man-hours or full-time equivalent (FTEs).

Question 31

What objective is a service provider aiming to accomplish for the service consumer when providing a service?

Answer 31

The reduction or removal of cost and risk.

Question 32

Risk

Answer 32

A possible event that could cause harm, loss, or make it difficult to achieve an objective. Note: It impacts the ability to co-create value.

Question 33

Utility

Answer 33

Functionality offered by a product or service to meet a particular need. Note: What a service does (is the service fit for purpose).

Question 34

Warranty

Answer 34

Assurance that a product or service will meet the agreed requirements. Note: How a service does it/performs (is the service fit for use).