SERVICE MANAGEMENT ROLES

Question 1

Service provider

Answer 1

The organisation providing a service is a service provider. A service provider can be part of the same organisation as a consumer (for example, an IT department offering services to a sales team) or an external organisation (for example, a software solutions provider selling to customers).A service provider must understand who its customers or consumers are, and which other stakeholders are part of its wider service relationships.

Question 2

Stakeholder

Answer 2

A stakeholder is “a person or organization that has an interest or involvement in an organization, product, service, practice, or other entity.”

Question 3

Service relationship

Answer 3

A service relationship is “a co-operation between a service provider and a service consumer. Service relationships include service provision, service consumption, and service relationship management.”

Question 4

Service consumer

Answer 4

The service consumer is the person or organisation that is receiving a service. Most organisations will act as service providers and service consumers as part of normal service delivery (for example: as a consumer they buy components to build a service they provide as a service provider).

Question 5

Defining roles clearly supports: such as …

Answer 5

• Better communication
• Better relationships
• Better stakeholder management