Section 2 Flashcards
Organizational Capability
Having both the capacity and the ability to perform required functions.
Value
The perceived benefits, usefulness, and importance of something. Note: it is always something perceived and therefore subjective.
Organization
A person or a group of people that has its own functions, responsibilities, and relationships to achieve its objectives.
Service Provider
A role performed by an organization in a service relationship to provide services to consumers.
Consumer
A role performed by an organization in a relationship that consumes or uses a service.
User
A person who uses services.
Customer
A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption.
How should an organization organize its people?
To best support its activities, practices, and processes.
How is value created?
It is co-created by a service provider and service consumer.
What are the two generic roles an organization can fulfill?
- Service Provider 2. Service Consumer An organization can fulfill them simultaneously.
What three generic roles can people fulfill?
- User 2. Customer 3. Sponsor These can be filled individually or simultaneously.
Sponsor
A person who authorizes the budget for service consumption.
What often happens when a Service Provider is able to make the Sponsor, Customer and User happy?
Repeat business.
Service
Means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks.
Product
Configuration of resources created by an organization that might be valuable for a customer.
Who owns or manages resources.
An organization.
What combines and simplifies the various services?
A product.
Service Offering
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.
Goods
Things that are transferred from the Service Provider to the Consumer. The Consumer is then responsible for their future use.
What is the nature in which Access to Resources are granted or licensed to consumers?
According to agreed upon terms and conditions.
Service Action
Actions performed to address the needs of a consumer. e.g. Technical Support or services needs.
Service Relationship
A cooperation between a service provider and service consumer including service provision, service consumption, and service relationship management.
Service Provision
The activities performed by an organization to provide a service
Service Consumption
The activities performed by an organization to consume a service.
Service Relationship Management
The activities of a service provider and service consumer for enabling value co-creation.
Outcome
A result for a stakeholder, enabled by one or more outputs. They achieve results.
Output
A tangible or intangible deliverable of an activity. e.g. A report or email.
How are services facilitated?
Through one or more outputs.
Where should focus be placed when evaluating the metrics of a service?
To evaluate outcomes over outputs.
Costs
The amount of money spent on a specific activity or resource. Note: Cost may be measured in man-hours or full-time equivalent (FTEs).
What objective is a service provider aiming to accomplish for the service consumer when providing a service?
The reduction or removal of cost and risk.
Risk
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.
Utility
Functionality offered by a product or service to meet a particular need. Note: What a service does (is the service fit for purpose).
Warranty
Assurance that a product or service will meet the agreed requirements. Note: How a service does it/performs (is the service fit for use).
