Service Catalog_Module 2 Flashcards
Perceived benefits, usefulness, and importance of something
Value
4 key characteristics of value
1) It is defined by the _________
2) Changes over ____ and circumstance
3) Must be an ______ mix of features
4) Must be an achievement objective
1) customer
2) time
3) affordable
True of False: Service providers need to know what is of value to the consumer.
True
True or False: Work that clearly does not produce some form of value should be stopped.
True
3 qualities of value
1) Quality
2) Cost
3) Speed
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 combination of interacting
elements organized and maintained to
achieve one or more stated purposes.
System
True or False: Product outputs drive service outcomes that realize customer benefits and goals
True
The _________ is the difference the output made to customer goals.
Outcome
True or False: Services are based on products.
True
True or False: The elements of a product include: 1) Configurations of an organization’s resources designed to offer value to a customer. 2) Created by the organization to appeal to or meet the needs of a number of target consumer groups 3) Not exclusive to one consumer group 4) Typically complex and not fully visible to the consumer 5) Organizations define which product components consumers will see.
True
True or False: Service and process organizations tied
together by service level management (SLM)
True
True or False: Products Enable Service Outcomes, Decisions, and Actions
True
Which type of service offering has the Ownership is transferred to
the consumer and the consumer takes responsibility for future use -
Goods
For which service offering is ownership not transferred
to the consumer and access is granted/licensed
under agreed-upon terms or conditions.
Access to resources
Which service offering type is performed by the provider to
address a consumer need and performed according to an
agreement with the consumer
Service actions
Product ______ drive service _____ (results) that realize customer benefits and goals.
Product outputs drive service outcomes…..
System Output leads to Service______
Outcome
ERP Services, eCommerce, Messaging/Collaboration, file/print, hosting/compute, office productivity, desktop services and voice/data LAN are types of what kind of services
Technical/digital
Architecture and engineering, security, IT support, project management, procurement and application development are what types of services
Professional services
Application-based services, hosting services, desktop services, shared services an IT professional services are types of service __________
Categories
A service catalog is a bridge between cultures and language of the service consumer and service _______
provider
The service catalog is a cornerstone for managing the business of ____.
IT
The service catalog is a method of clearly communicating the _______ that IT provides
value
The service catalog is a way to reinforce ‘outside in’ thinking and a customer-oriented service ______
culture
The service catalog is possibly the ____ service level agreement.
master
The service catalog is an _____ of demand management
enabler
