Module 1: Key Concepts in Service Mgmt. Flashcards
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.
Service
A ________ is a configuration of resourced, created by the organzation, that will be potentially valuable for the customers.
product
In a service the ___________ and provider co-create value
Consumer
____________ __________________ is a set of specialized organizational capabilities for enabling value for customers in the form of services.
Service Management
The _________ ______________ helps service consumers achieve their outcomes.
Service Provider
A _________ ___________ receives services, it’s a generic role that is used simplify the definition and description of the structure of service relationships.
Service Consumer
The cooperation between a service provider and service consumer to co-create value, is referred to as the service _____________. It includes the provisioning and consumption of services.
relationship
A service relationship is perceived as ___________ only when they have more positive effects than negative.
valuable
What are the three types of consumers?
Customer, User, and Sponsor
A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption is the ___________.
Customer
A person who uses services is called a ______.
User
A person who authorized budget for service consumption is called a ________.
Sponsor
Service provision refers to activities performed by an organization to provide services, including what 4 things?
- management of the providers resources, configured to deliver the service
- provision of access to these resources for users
- fulfilment of the agreed service actions
- service performance mgmt and continual improvement
Bonus: Can also include the cost to provision the service and supplying of goods.
Service Consumption refers to activities performed by an organization to consume services and includes what?
- management of the consumer resources needed to consume the service.
- utilization of the provider’s resources
- requesting or service actions to fulfill
- receipt of or acquisition of goods
BONUS: Can also include how much the pay for service/good.
A person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve it’s objective is called a ______________.
Organization
The purpose of an Organization is the create _______ for stakeholders.
Value
The perceived benefits, usefulness, and importance of something is referred to as the _______.
Value