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ITPLANN > Week 1-2 Introduction > Flashcards

Week 1-2 Introduction Flashcards

1
Q

What are the four dimensions model?

A

Organizations and People
Information and Technology
Partners and Suppliers
Value Streams and Processes

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2
Q

It is a set of specialized organizational capabilities for enabling value for customers in the form of services?

A

Service Management

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3
Q

This is the perceived benefits, usefulness, and importance of something?

A

Value

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4
Q

This is a person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objections.

A

Organization

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5
Q

When provisioning services, an organization takes on the role of the _?

A

Service Provider

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6
Q

It can be external to the consumer’s organization or they can both be part of the same organization?

A

Provider

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7
Q

When receiving services, an organization takes on the role of the _?

A

Service consumer

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8
Q

A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption.

A

Customer

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9
Q

A person who uses services

A

User

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10
Q

A person who authorizes budget for service consumption?

A

Sponsor

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11
Q

What are the example value for service consumers?

A

Benefits achieved; costs and risks optimized

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12
Q

What are the example value for Service provider?

A

Funding from the consumer; business development; image improvement

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13
Q

What are the example value for Service provider employees?

A

Financial and non-financial incentives; career and professional development; sense of purpose

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14
Q

What are the example value for Society and Community?

A

Employment; taxes; organizations’ contribution to the development of the community

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15
Q

What are the example value for Charity organizations

A

Financial and non-financial contributions from other organizations

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16
Q

What are the example value for Shareholders?

A

Financial Benefits, such as dividends; sense of assurance and stability

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17
Q

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?

A

Services

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18
Q

A configuration of an organization’s resources designed to offer value for a consumer?

A

Product

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19
Q

A formal description of one more services, designed to address the needs of a target consumer group.

A

Service Offering

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20
Q

It may include goods, access to resources, and service actions.

A

Service Offering

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21
Q

It is supplied to the consumer

A

Goods

22
Q

An example of this is a mobile phone and transfer of a physical server

A

Goods

23
Q

Ownership is transferred to the consumer.

A

Goods

24
Q

Consumer takes responsibility for future use.

A

Goods

25
Q

Ownership is not transferred to the consumer

A

Access to resources

26
Q

Access is granted or licensed to the consumer under agreed terms and conditions

A

Access to resources

27
Q

The consumer can only access the resources during the agreed consumption period during the agreed consumption period and according to other agreed service terms

A

Access to resources

28
Q

Performed by the service provider to address a consumer’s needs

A

Service Actions

29
Q

Performed according to an agreement with the consumer

A

Service Actions

30
Q

An example of this is user support and replacement of a piece of equipment

A

Service actions

31
Q

Are established between two or more organizations to co-create value.

A

Service relationship

32
Q

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.

A

Service relationships

33
Q

A cooperation between a service provider and service consumer.

A

Service relationship

34
Q

It includes service provision, service consumption, and service relationship management.

A

Service relationship

35
Q

Activities performed by an organization to provide services.

A

Service provision

36
Q

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.

A

Service provision

37
Q

Activities performed by an organization to consume services

A

Service consumption

38
Q

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.

A

Service consumption

39
Q

Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings.

A

Service relationship management

40
Q

They help their consumers to achieve outcomes, and in doing so take on some of the associated risks and costs.

A

Service providers

41
Q

They can introduce new risks and costs, and in some cases, can negatively affect some of the intended outcomes, while supporting others.

A

Service relationships

42
Q

A tangible or intangible deliverable of an activity

A

Output

43
Q

A result for a stakeholder enabled by one or more outputs

A

Outcome

44
Q

The amount of money spend on a specific activity or resource

A

Cost

45
Q

A possible event that could cause harm or loss, or make it more difficult to achieve objectives.

A

Risk

46
Q

It is the uncertainty of outcome

A

Risk

47
Q

The functionality offered by a product or service to meet a particular need.

A

Utility

48
Q

What the service does

A

Utility

49
Q

Assurance that a product or service will meet agreed requirements.

A

Warranty

50
Q

How the service performs

A

Warranty

51
Q

Addresses areas as the availability of the service, its capacity, levels of security and continuity

A

Warranty

ITPLANN (4 decks)

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