syllabus criteria LO1 Flashcards
Service
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.
Utility
functional requirements, purpose (see picture)
Warranty
non functional requirements, use (see picture)
Customer
The role that defines the requirements for a service and takes responsibility for the outcomes of service consumption.
User
The role that uses services
Service management
… is a set of specialized organizational capabilities for enabling value for customers in the form of services .
Sponsor
The role that authorizes budget for service consumption.
Cost
The amount of money spent on a specific activity or resource.
Value
The perceived benefits, usefulness and importance of something
Organization
A person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives.
Outcome
A result for a stakeholder enabled by one or more outputs.
Risk
A possible event that could cause harm or loss, or make it more difficult to achieve objectives. 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.
service offering
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 relationship management
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 provision
Activities performed by an organization to provide services. Service provision may also include the supplying of goods.
….
….
