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