vocab Flashcards
What describes how components and activities of an organization interact to create value through IT enabled services?
Service value system
Which dimension of service management is about roles, responsibilities, structure, culture, and competencies?
Organizations and people
Which dimension of service management is about information management and supporting technology?
Information and technology
Which dimension of service management is about balancing internal resources with external partnerships?
Partners and suppliers
Which dimension of service management is about the steps to create and deliver products and services, and the processes involved?
Value streams and processes
What is a set of specialized organizational capabilities for enabling value for customers in the form of services called?
Service management
What are the perceived benefits, usefulness, and importance of something called?
Value
What is a person/group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives called?
Organization
What is the role that defines the requirements for a service and takes responsibility for the outcomes of service consumption called?
Customer
What is the role that uses services called?
User
What is the role that authorizes budget for service consumption called?
Sponsor
What is 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 called?
Service
What is a configuration of an organization’s resources designed to offer value for a consumer called?
Product
What is a formal description of one or more services, designed to address the needs of a target consumer group called?
Service offering
What is a cooperation between a service provider and service consumer called?
Service relationship
What are activities performed by an organization to consume services called?
Service consumption
What are joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings called?
Service relationship management
What is a tangible or intangible deliverable of an activity called?
Output
What is a result for a stakeholder enabled by one or more outputs called?
Outcome
What is a possible event that could cause harm or loss, or make it more difficult to achieve objectives called?
Risk
What is the functionality agreed by a product or service to meet a particular need called?
Utility
What is assurance that a product or service will meet agreed requirements called?
Warranty
What is a model for enabling on-demand network access to a shared pool of configurable computing resources that can be rapidly provided with minimal management effort or provider interaction called?
Cloud computing
What is a series of steps an organization undertakes to create and deliver products and services to consumers called?
Value stream
What are recommendations that can guide an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure called?
Guiding principles
What aligns the organization’s practices and services with changing business needs through the ongoing identification and improvement of service components, practices, or any element involved in the efficient and effective management of products and services?
Continual improvement
What is a set of organized resources designed for performing work or accomplishing an objective called?
Practice
What are the means by which an organization is directed and controlled called?
Governance
What is a set of interconnected activities that an organization performs to deliver a valuable product/service to its consumers and facilitate value realization called?
Service value chain
What are things that are transferred from the service provider to the consumer, and then the consumer is responsible for their future use?
Goods
What are actions performed to address a consumer’s needs?
Service actions
