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
The amount of money spent on a specific activity or resource
Cost
A possible event that could cause harm or loss, or make it more difficult to achieve objectives
Risk
_________ can also be defined as uncertainty of outcome, and can be used in the context of measuring the probability of positive outcomes as well as negative outcomes
Risk
The functionality offered by a product or service to meet a particular need
Utility
The assurance that a product or service will meet agreed requirements
Warranty
_____________ includes:
o Management of the provider’s resources, configured to deliver the service
o Access to these resources for users
o Fulfilment of the agreed service actions
o Service level management and continual improvement.
service provisioning
_____________ includes:
o Management of the consumer’s resources needed to use the service
o Service use actions
o Utilization of the provider’s resources
o Request of service actions to fulfil
Service consumption
