Service Management Def

Question 1

product

Answer 1

A product is configuration of resources, created by the organization, that will be potentially valuable for their customers.

Question 2

organization

Answer 2

organization is a person or group of people

that has its own functions with responsibilities, authorities, and relationships to achieve its objectives.

Question 3

customer

Answer 3

A customer is the role that defines the requirements for a service and takes responsibility for the outcomes of service consumption.

Question 4

user

Answer 4

user is the role that uses services.

Question 5

sponsor

Answer 5

The sponsor is the role that authorizes the
budget for service consumption. The term is also used to describe an organization or individual that provides financial or other support for an initiative.

Question 6

service

Answer 6

A service is 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.

Question 7

value

Answer 7

Value is the perceived benefits, usefulness, and importance of something.

Question 8

outcome

Answer 8

An outcome is a result for a stakeholder enabled by one or more outputs.

Question 9

output

Answer 9

An output is a tangible or intangible deliverable of an activity.

Question 10

cost

Answer 10

Cost is the amount of money spent on a specific activity or resource.

Question 11

risk

Answer 11

Risk is a possible event that could cause harm or loss, or make it more difficult to achieve objectives (uncertainty of outcome).

Question 12

Utility

Answer 12

Utility is the functionality offered by a product or service to meet a particular need.
• What a service does (fit for purpose)

Question 13

Warranty

Answer 13

Warranty is the assurance that a product or service will meet agreed requirements.
• How a service performs (fit for use)

Question 14

Service relationship management

Answer 14

Service relationship management are the joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings.

Question 15

service offering

Answer 15

A service offering is a formal description of one or more services, designed to address the needs of a target consumer group. A service offering may include goods, access to resources, and service actions.

Question 16

service provision

Answer 16

A service provision is the activities performed by an organization to provide services, including management of the provider’s resources, configured to deliver the service; ensuring access to these resources for users; fulfillment of the agreed service actions; service level management; and continual improvement. It may also include the supply of goods.

Question 17

Service consumption

Answer 17

Service consumption is the activities performed by an organization to consume services. It includes the management of the consumer’s resources needed to use the service, service actions perform by users, and
the receiving (acquiring) or goods (if required).

Question 18

Goods

Answer 18

have the ownership transferred to a consumer

Question 19

Access

Answer 19

Does not have the ownership transferred to a consumer

Question 20

Actions

Answer 20

Actions are performed by the provider to address a consumer need