Service management Flashcards
Describe Value
The perceived benefits, usefulness, and importance of something. The recipient determines the perceived value.
Value is co-created by the service provider and the consumer.
Describe organization
A person or group of people that has its own functions, responsibilities, and relationships to achieve its objective.
Can be 1 person, a group of people or a whole company. Can be multiple organizations inside one company.
What is a User?
A person who uses services
What is a sponsor?
A person who authorizes the budget for service consumption.
What is a customer?
A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption.
What is a Service?
Means of enabling value co-creating by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks.
What is a Product?
Configuration of resources created by the organization that will be potentially valuable for its customers.
Describe a service offering
A formal 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.
Describe service action
Actions performed to address a consumers needs.
Describe Service Relationships
A cooperation between a service provider and service consumer, including service provision, service consumption, and service relationship management.
Describe Service Provision
The activities performed by an organization to provide the services.
Describe Service Consumption
The activities performed by an organization to consume the services.
Describe Service Relationship Management
The activities that the service provider and the service consumer do together to enable value co-creation to occur based upon the service offerings.
Describe outcome
A result for a stakeholder, enabled by one or more outputs.
Describe Cost
the amount of money spent on a
specific activity or resource.
