Service Management: Key Concepts Flashcards
“A person or group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives”
Organization
“A set of specialized organizational capabilities for enabling value for customers in the form of services”
Service Management
“ 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
“When provisioning services, an organization takes on the role of the service provider. The provider can be external to the customer’s organization, or they both can be part of the same organization”
Service Provider
“When receiving services, an organization takes on the role of a service consumer”
Service Consumer
“A configuration of an organization’s resources designed to offer value for a consumer.”
Product
“The perceived benefits, usefulness and importance of something.”
Value
“The role that defines the requirements for a service and takes responsibility for the outcomes of service consumption.”
Customer
“The role that uses a service”
User
“The role that authorizes budget for service consumption”
Sponsor
“A formal description of one or more services, designed to address the needs of a target consumer group. It may include goods,access to resources, and service actions.”
Service Offering
“A cooperation between a service provider and service consumer. It can include service provision, service consumption and service relationship management”
Service Relationship
Joint activities performed by a service provider and a service consumer to ensure vale co-creation based upon agreed and available service offerings.”
Service Relationship Management
“A tangible or intangible deliverable of an activity.”
Output
“A result (experience) for a stakeholder “
Outcome
