Learning Outcome 1

Question 1

Three Types of Service Consumers

Answer 1

Customer, User, and Sponsor

Question 2

Service Consumer

Answer 2

An organization that uses the services provided to them by another organization within their own organization or external to their organization

Question 3

Service Value System (SVS)

Answer 3

a model representing how all the components and activities of an organization work together to facilitate value creation

Question 4

Service Relationship Management

Answer 4

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

Question 5

Co-Creating Value requires….

Answer 5

Utility and Warranty

Question 6

A Good

Answer 6

Service offering where ownership is transferred to the consumer

Question 7

A role that uses services

Answer 7

User

Question 8

Activities performed by an organization to consume services and/or goods

Answer 8

Service Consumption

Question 9

Something you own or have access to

Answer 9

Resource

Question 10

A cooperation between a service provider and service consumer. (includes service provision, service consumption, and service relationship management)

Answer 10

Service Relationship

Question 11

An organization that uses the services provided to them by another organization within their own organization or external to their organization

Answer 11

Service Consumer

Question 12

The amount of money spent on a specific activity or resources (Can be expressed in non-monetary terms, such as time spent, people allocated, etc.)

Answer 12

Cost

Question 13

Risk

Answer 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 use in the context of measuring the probability of positive outcomes as well as negative outcomes)

Question 14

A person or organization that has an interest or involvement in an organization, product, service, practice, or other entity

Answer 14

Stakeholder

Question 15

Cost

Answer 15

The amount of money spent on a specific activity or resources (Can be expressed in non-monetary terms, such as time spent, people allocated, etc.)

Question 16

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

Answer 16

Organization

Question 17

Warranty

Answer 17

Assurance that a product or service will meet agreed requirements (Fit for Use (Available, usable))

Question 18

A role that authorizes budget for service consumption

Answer 18

Sponsor

Question 19

The functionality offered by a product or service to meet a particular need (Fit for Purpose, does it meet the need?)

Answer 19

Utility

Question 20

an organization that delivers services to consumers within its own organization or external to its own organization

Answer 20

Service Provider

Question 21

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 21

Service Relationship Management

Question 22

Sponsor

Answer 22

A role that authorizes budget for service consumption

Question 23

Service Management

Answer 23

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

Question 24

The functionality offered by a product or service to meet a particular need

Answer 24

Utility

Question 25

Utility and Warranty are used to....

Answer 25

Co-create Value

Question 26

Customer, user, and Sponsor

Answer 26

Three types of Service Consumers

Question 27

User

Answer 27

A role that uses services

Question 28

Service offerings include.... (three things)

Answer 28

Goods, Access to Resources, and Service Actions

Question 29

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

Answer 29

Service

Question 30

Outcome

Answer 30

The result for a stakeholder enabled by one or more outputs

Question 31

Value

Answer 31

The perceived benefits, usefulness, and importance of something

Question 32

Customer

Answer 32

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

Question 33

Service Consumption

Answer 33

Activities performed by an organization to consume services and/or goods

Question 34

Product

Answer 34

A configuration of an organization's resources designed to offer value for a consumer

Question 35

A configuration of an organization's resources designed to offer value for a consumer

Answer 35

Product

Question 36

Organization

Answer 36

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

Question 37

Resource

Answer 37

Something you own or have access to

Question 38

Utility

Answer 38

The functionality offered by a product or service to meet a particular need

Question 39

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

Answer 39

Service Management

Question 40

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 use in the context of measuring the probability of positive outcomes as well as negative outcomes)

Answer 40

Risk

Question 41

The result for a stakeholder enabled by one or more outputs

Answer 41

Outcome

Question 42

Service Offering

Answer 42

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

Question 43

Utility

Answer 43

The functionality offered by a product or service to meet a particular need (Fit for Purpose, does it meet the need?)

Question 44

Service offering where ownership is transferred to the consumer

Answer 44

Good

Question 45

The perceived benefits, usefulness, and importance of something

Answer 45

Value

Question 46

Service

Answer 46

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

Question 47

Stakeholder

Answer 47

A person or organization that has an interest or involvement in an organization, product, service, practice, or other entity

Question 48

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

Answer 48

Customer

Question 49

Service Provision

Answer 49

Activities performed by an organization to provide services and/or goods

Question 50

Assurance that a product or service will meet agreed requirements (Fit for Use (Available, usable))

Answer 50

Warranty

Question 51

Goods, Access to Resources, and Service Actions are included as part of a....

Answer 51

Service Offering

Question 52

Activities performed by an organization to provide services and/or goods

Answer 52

Service Provision

Question 53

Service Relationship

Answer 53

A cooperation between a service provider and service consumer. (includes service provision, service consumption, and service relationship management)

Question 54

a model representing how all the components and activities of an organization work together to facilitate value creation

Answer 54

Service Value System (SVS)

Question 55

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 55

Service Offering

Question 56

Tangible or intangible deliverable of an activity

Answer 56

Output

Question 57

Service Provider

Answer 57

an organization that delivers services to consumers within its own organization or external to its own organization

Question 58

Output

Answer 58

Tangible or intangible deliverable of an activity

Question 59

Answer 59

Service Value System (SVS)