Service relationship concepts Flashcards
What is service relationship?
The cooperation between a service provider and a consumer. It includes service provision, service consumption, and service relationship management.
What is service relationship management?
The practice of establishing and nurturing links beween an organization and its stakeholders at a tactical and strategic level.
What is service provision?
Activities performed by an organization to provide services.
It includes management of the provider’s resources; ensuring access to them for users;
It includes fulfilment of the agreed service actions; service level management; and continual improvement.
It may also include the supply of goods.
What is service consumption?
Activities performed by an organization to consume services.
It includes the management of the consumer’s resources, service actions performed by users, and the receiving or acquiring of goods.
What is service action?
Any action required to deliver a service output.
Performed by a service provider, by users, or jointly.
Another definition of resource?
HR, IT infrastructure, financial capital, applications or other entity required for the execution of an activity or the achievement of an objective.
Owned directly by the organization or used thanks to an agreement with the owner.
What are goods?
Tangible resources that are transferred or available to be transferred from a service provider to a costumer, along with ownership, rights and responsibilities.
What is sourcing?
The activity of planning and obtaining resources from a particular type of source (internal or external, centralized or distributed, open or proprietary).
What type of document is service level agreement?
A documented agreement between a service provider and a customer that includes the required services and the expected level of service.
What is a request catalog?
A view of the service catalogue.
It includes details on service requests for existing and new services.
What is service architecture?
A view of the services provided.
It includes service models that describe the structure and dynamics of each service.
It includes interaction between services.
