Key Concepts of Service Management Flashcards
(29 cards)
Service
Means of enabling co-creating value facilitating outcomes, without managing costs and risks
Service Management
Specialized organizational capabilities for enabling value to the customer in the form of a service
Value
Perceived Benefits, usefulness and importance of something
The nature of value:
The nature and scope to the stakeholder
How value creation is enabled through service
Service Provider and Consumer in Service Relationship
Value is co-created through an active collaboration between providers and consumers, as well as other orgs that are part of the relevant service relationship
Customer
Defines requirements and takes responsibility and outcomes from service consumption
User
Those use the service on a day to day basis
A user is a ROLE that uses services.
Sponsor
A person with authorize budget for service consumption. Could be CFO at org specifically.
Service offering
A description of one or more services, designed to address the needs of a target customer group. A service offering may include
1) goods
2) access to resources
3) service actions
Goods
Ownership transferred to the consumer, consumer taking responsibility for future use.
Access to Resources
Ownership is not transferred to customer
Access is granted/licensed under agreement terms of condition
Service Action
Service action to address customer’s needs
Performed by the service provider according to agreement with customer condition
Service Provisioning
Management of the provider’s resources, configured to deliver the service
Access to the resource for users
Gives user access to a system
What comprises Value (3)
Outcomes supported
Costs removed
Risks removed
Cost
refers to the amount of money spend on a specific activity or resource
Risk
A possible event that could cause harm, loss, or more difficult to achieve objectives.
Output
An output is a tangible or intangible deliverable of activity
Outcome
The result for a stakeholder enabled by one or more outputs. Multiple outputs form an Outcome.
Utility
Fit for Purpose: How useful it is to a consumer
Functions or features provided
Performance updates, fit and purpose
If increased, cost goes up
Warranty
Fit for Use: Guarantee service will meet requirements
Available, terms, security, service continuity
If increased, cost goes up
Service Relationship Management
Joint activity performed by a service provider and service consumer ensures continual value co-creation
Four dimensions of service management
- Organization and people
- Information and technology
- Partners and suppliers
- Value streams and processes
All contribute to Products and Services that deliver Value
Organization
Varies in size and complexity and uses functions to achieve objectives
Organization and people
Most concerned with skills competencies and roles and responsibilities
Governance, management, and communication
Organizational Culture
Created from shared values to do work and organizational objectives.
