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
