Service Management Flashcards
Service Management
A set of specialized organization capabilities for enabling value to customers in the form of services.
To what does “organizational capabilities” refer?
Having both the capacity AND the ability to perform the functions required
Value
The perceived benefits, usefulness, and importance of something (something used here as the generic catch all for possible services)
Value is based on the recipient’s perception.
Organization
A person or a group of people that has its own functions, responsibilities, and relationships to achieve its objectives. People are organized around common goals within a larger business organization to achieve common objectives in a coordinated method.
Service Provider
A role performed by an organization in a service relationship to provide services to consumers
Service Consumer
A role performed by an organization in a relationship that uses or consumes those services
User
A person who uses or consumes a service
Customer
A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption
Sponsor
A person who authorizes the budget for service consumption
Employees
People who work for the organization and who are responsible for delivering and supporting the services
Stakeholders
People who have an interest in the services provided by the organization, but who are not directly involved in the delivery or consumption of the services
Service
Means of enabling value co-creation by facilitating outcomes that customer want to achieve, without the customer having to manage specific costs and risks
Product
Configuration of resources created by the organization that will be potentially valuable for its customers… like a collection of services that, when put together, can add more value than those services can individually. A product is how an organization configures resources into an offer.
Service Offering
A description of one or more services designed to address the needs of a target consumer group. They can include goods, access to resources, and service actions. They can be group and sell those different products and services multiple times in multiple different ways, depending on the consumer we are trying to reach.
Service Relationship
A cooperation between a service provider and service consumer including service provision, service consumption, and service relationship management
Goods
Things that are transferred from the service provider to the consumer, and then the consumer is responsible for their future use.
Access to Resources
Access to resources are granted or licensed to a consumer under agreed terms and conditions
Services Actions
Actions performed to address a consumer’s needs
Service Provision
The activities performed by an organization to provide the services- goods, access or actions- as well as conducting Service Level Management and performing Continual Improvement.
Service Consumption
The activities performed by an organization to consume the services, such as using the service and Service Management (paying the bills every month)
Service Relationship Management
The activities that the service provider and the service consumer do together o enable value co-creation upon the service offerings. Simple example is customer paying bill on time, and service provider not canceling the offering, or, a service provider notifying a service consumer about an impactful server upgrade in the future.
Service Relationship Model
This describes the interactions between the various parties involved in providing and consuming services.
An organization might be both a service provider and a service consumer at the same time.
Outcomes
A result for a stakeholder, enabled by one or more outputs.
Important to note that this is focused on the customer’s desired outcome, not the service providers.
Outcomes influence the balance between supported outcomes, the removal of costs and the removal of risks
Output
A tangible or intangible deliverable of an activity.
Services facilitate outcomes through one or more outputs.
You should care more about the outcome than the output.
Outcomes
Achieve results. You should care more about the outcome than the output.
Costs
The amount of money spent on a specific activity or resource. It can be expressed financially, but non-financially as well, such as person-hours or FTEs.
What is the purpose of a service provider and why would someone want to ensure that outsourced services provide more value than they cost?
A service provider aims to reduce or remove costs (financial and/or non-financial) for the consumer when providing a service. If you are going to outsource a service, you want to ensure it is giving you more value than what it is costing you.
Risk
A possible event that could cause harm, loss, or make it more difficult to achieve objectives. Essentially, it is any possible event that could impact our ability to co-create that value through our services.
From a Service Provider perspective, the goal is to minimize risk to the Service Consumer, and in this way, risks are similar to costs.
Risk: Avoided
Risk avoidance involves removing risk from the service
Risk: Accepted
Risk acceptance involves accepting the risk when the risk or cost is considered low
Risk: Transferred
Risk transfer is often used when you insure against a risk
Risk: Mitigated
Risk mitigation is used when you implement technology or processes to reduce the risk
Utility
Functionality offered by a product or service to meet a particular need, what the product or service “does”
Utility is referred to as “fit for purpose”
Warranty
Assurance that a product or service will meet agreed requirements, how a product or service “performs”
Warranty is referred to as “fit for use”
Warranty requires that a service has defined and agreed-upon conditions that are met. It addresses areas such as:
- Availability
- Capacity
- Security Levels
- Continuity
