1. Understand Key Concepts of Service MGMT

Question 1

• means of enabling value co-creation
• facilitating outcomes that customers want
• without the customer having to manage specific costs and risks.

Answer 1

Service

Question 2

• functionality offered by a product or service to meet a particular need.
• summarized as ‘what the service does’ and can be used to determine whether a service is ‘fit for purpose’.
  -support performance of the consumer or remove constraints from the consumer

Answer 2

Utility

Question 3

• Assurance that a product or service will meet agreed requirements.
• often relates to service levels aligned with the needs of service
• addresses such areas as the availability of the service, its capacity, levels of security, and continuity.

Answer 3

Warranty

Question 4

The role that defines the requirements for a service and takes responsibility for the outcomes of service consumption.

Answer 4

Customer

Question 5

Role that uses services

Answer 5

User

Question 6

A set of specialized organizational capabilities for enabling value for customers in the form of services.

Answer 6

Service management

Question 7

The role that authorizes budget for service consumption. Can also be used to describe an organization or individual that provides financial or other support for an initiative.

Answer 7

Sponsor

Question 8

The amount of money spent on a specific activity or resource.

Answer 8

Cost

Question 9

The perceived benefits, usefulness, and importance of something.

Answer 9

Value

Question 10

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

Answer 10

Organization

Question 11

A result for a stakeholder enabled by one or more outputs.

Answer 11

Outcome

Question 12

A tangible or intangible deliverable of an activity.

Answer 12

Output

Question 13

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.

Answer 13

Risk

Question 14

-A formal description of one or more services, designed to address the needs of a target consumer group.
-May include goods, access to resources, and service actions.

Answer 14

Service Offering

Question 15

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

Answer 15

Service Relationship MGMT

Question 16

Activities performed by an organization to provide services. It includes management of the provider’s resources, configured to deliver the service; ensuring access to these resources for users; fulfilment of the agreed service actions; service level management; and continual improvement. It may also include the supply of goods.

Answer 16

Service Provision

Question 17

Activities performed by an organization to consume services. It includes the management of the consumer’s resources needed to use the service, service actions performed by users, and the receiving (acquiring) of goods (if required).

Answer 17

Service Consumption