Key concepts Flashcards
(20 cards)
a set of specialized organizational capabilities for enabling value to customers in the form of services
service management
the perceived benefits, usefulness, and importance of something
value
defines requirements for services
customer
person who uses the service
user
authorizes budgets for services
sponsor
external partner who provides services to the organization
supplier
group of people that has its own functions, responsibilities, and authorities to achieve specific objectives
organization
the means of enabling value co-creation by facilitating outcomes that customers want to achieve w/o the customer having to manage specific costs and risks
service
configuration of resources, created by the org that will potentially be valuable to customers
product
a specific mix of services and products sold to a specific customer
service offering
ownership transferred to customer
goods
customer is allowed to use it, owned by someone else
access to resource
things the service provider does for the customer
service actions
tangible or intangible deliverable of an activity
output
a result for a stakeholder enabled by one or more outputs
outcome
can be removed from the customer and imposed on the customer
cost
uncertainty of outcome
risk
fit for purpose, service does what it is meant to do
utility
fit for use, service is good enough
warranty
utility + warranty (+perception)
value
