Service Relationships Flashcards
Service Relationship Definition
A cooperation between a service provider and service consumer. Service relationships include service provision, service consumption, and service relationship management.
To create value, an organization must do more than simply provide a service. It must also cooperate with the consumers in service relationships.
Service Provision Definition
Activities performed by an organization to provide services.
Includes:
Management of the provider’s resources configured to deliver the service
Access to these resources for users
Fulfillment of the agreed service actions
Service level management and continual improvement
Can also include the supplying of goods
Service Consumption Definition
Activities performed by an organization to consume services
Includes:
Management of the consumer’s resources needed to use the service
Service actions performed by users
Can also include the receiving (acquiring) of goods
Service Relationship Management
Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings.
