Lesson 2 Part 2 Flashcards
- Performed by the service provider to address a consumer’s needs
- Performed according to an agreement with the consumer
Service actions
Supplying of goods
Service provision
Fulfillment of the agreed service actions
Service provision
Defined as the cooperation between service providers and service consumers.
Service relationships
Receiving or acquiring goods
Service Consumption
Established between two or more organizations to co-create value
Service relationships
- Ownership is not transferred to the consumer
- Access is granted to the consumer under agreed terms and conditions
- The consumer can only access the resources during the agreed consumption period
Access to resources
It co-creates value by facilitating outcomes that customers want to achieve without having to manage specific costs and risks.
Service
Requesting of service actions to be fulfilled
Service Consumption
Provision of user access to resources
Service provision
- Supplied to the consumer
- Ownership is transferred to the consumer
- Consumer takes responsibility for future use
Goods
Service performance management and continual improvement
Service provision
Help their consumers to achieve outcomes and take on some of the associated risks and costs.
Service providers
It is the central component of service management.
Service
These are joint activities performed by service providers and service consumers to ensure continual value co-creation.
Service Relationship Management
