Week 1-2 Introduction Flashcards
What are the four dimensions model?
Organizations and People
Information and Technology
Partners and Suppliers
Value Streams and Processes
It is a set of specialized organizational capabilities for enabling value for customers in the form of services?
Service Management
This is the perceived benefits, usefulness, and importance of something?
Value
This is a person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objections.
Organization
When provisioning services, an organization takes on the role of the _?
Service Provider
It can be external to the consumer’s organization or they can both be part of the same organization?
Provider
When receiving services, an organization takes on the role of the _?
Service consumer
A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption.
Customer
A person who uses services
User
A person who authorizes budget for service consumption?
Sponsor
What are the example value for service consumers?
Benefits achieved; costs and risks optimized
What are the example value for Service provider?
Funding from the consumer; business development; image improvement
What are the example value for Service provider employees?
Financial and non-financial incentives; career and professional development; sense of purpose
What are the example value for Society and Community?
Employment; taxes; organizations’ contribution to the development of the community
What are the example value for Charity organizations
Financial and non-financial contributions from other organizations
What are the example value for Shareholders?
Financial Benefits, such as dividends; sense of assurance and stability
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?
Services
A configuration of an organization’s resources designed to offer value for a consumer?
Product
A formal description of one more services, designed to address the needs of a target consumer group.
Service Offering
It may include goods, access to resources, and service actions.
Service Offering
It is supplied to the consumer
Goods
An example of this is a mobile phone and transfer of a physical server
Goods
Ownership is transferred to the consumer.
Goods
Consumer takes responsibility for future use.
Goods
Ownership is not transferred to the consumer
Access to resources
Access is granted or licensed to the consumer under agreed terms and conditions
Access to resources
The consumer can only access the resources during the agreed consumption period during the agreed consumption period and according to other agreed service terms
Access to resources
Performed by the service provider to address a consumer’s needs
Service Actions
Performed according to an agreement with the consumer
Service Actions
An example of this is user support and replacement of a piece of equipment
Service actions
Are established between two or more organizations to co-create value.
Service relationship
This is when organizations will take on the roles of service providers or service consumer. This means organizations can both provide and consumer a number of services at any given time.
Service relationships
A cooperation between a service provider and service consumer.
Service relationship
It includes service provision, service consumption, and service relationship management.
Service relationship
Activities performed by an organization to provide services.
Service provision
It includes management of the provider’s resources, ensuring access to these resources for users, fulfillment of the agreed service actions, service level management and continual improvement.
Service provision
Activities performed by an organization to consume services
Service consumption
It includes management of the consumer’s resources needed to use the service, and service actions performed by users, utilizing the provider’s resources, and requesting service actions to be fulfilled.
Service consumption
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
They help their consumers to achieve outcomes, and in doing so take on some of the associated risks and costs.
Service providers
They can introduce new risks and costs, and in some cases, can negatively affect some of the intended outcomes, while supporting others.
Service relationships
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 spend 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
It is the uncertainty of outcome
Risk
The functionality offered by a product or service to meet a particular need.
Utility
What the service does
Utility
Assurance that a product or service will meet agreed requirements.
Warranty
How the service performs
Warranty
Addresses areas as the availability of the service, its capacity, levels of security and continuity
Warranty
