Module 1: Key Concepts in Service Mgmt.

Question 1

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 1

Service

Question 2

A ________ is a configuration of resourced, created by the organzation, that will be potentially valuable for the customers.

Answer 2

product

Question 3

In a service the ___________ and provider co-create value

Answer 3

Consumer

Question 4

____________ __________________ is a set of specialized organizational capabilities for enabling value for customers in the form of services.

Answer 4

Service Management

Question 5

The _________ ______________ helps service consumers achieve their outcomes.

Answer 5

Service Provider

Question 6

A _________ ___________ receives services, it’s a generic role that is used simplify the definition and description of the structure of service relationships.

Answer 6

Service Consumer

Question 7

The cooperation between a service provider and service consumer to co-create value, is referred to as the service _____________. It includes the provisioning and consumption of services.

Answer 7

relationship

Question 8

A service relationship is perceived as ___________ only when they have more positive effects than negative.

Answer 8

valuable

Question 9

What are the three types of consumers?

Answer 9

Customer, User, and Sponsor

Question 10

A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption is the ___________.

Answer 10

Customer

Question 11

A person who uses services is called a ______.

Answer 11

User

Question 12

A person who authorized budget for service consumption is called a ________.

Answer 12

Sponsor

Question 13

Service provision refers to activities performed by an organization to provide services, including what 4 things?

Answer 13

1. management of the providers resources, configured to deliver the service
2. provision of access to these resources for users
3. fulfilment of the agreed service actions
4. service performance mgmt and continual improvement
   Bonus: Can also include the cost to provision the service and supplying of goods.

Question 14

Service Consumption refers to activities performed by an organization to consume services and includes what?

Answer 14

1. management of the consumer resources needed to consume the service.
2. utilization of the provider’s resources
3. requesting or service actions to fulfill
4. receipt of or acquisition of goods
   BONUS: Can also include how much the pay for service/good.

Question 15

A person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve it’s objective is called a ______________.

Answer 15

Organization

Question 16

The purpose of an Organization is the create _______ for stakeholders.

Answer 16

Value

Question 17

The perceived benefits, usefulness, and importance of something is referred to as the _______.

Answer 17

Value

Question 18

_______ is the amount of money spent on a specific activity or resource.

Answer 18

Cost

Question 19

____ is a possible event that could cause harm or loss or make it more difficult to achieve objectives. AKA uncertainty of outcome.

Answer 19

Risks

Question 20

_________ is what the service does; “fit for purpose”; functionality provided by a product or service. Think…does it have the right features?

Answer 20

Utility

Question 21

___________ is HOW the service performs, “for for use”; assurance the product or service will meet requirements. Think…will it work when I need it?

Answer 21

Warranty

Question 22

A service __________ is a package of one or more services, designed to address the needs of a target consumer group. It may include goods, access to resources, and service actions.

Answer 22

Service offering

Question 23

An _________ is a tangible or intangible deliverable of an activity.

Answer 23

Output

Question 24

A __________ is a RESULT for a stakeholder enabled by one or more outputs. Acting as a service provider, organizations produce outputs to help consumers achieve this/these.

Answer 24

Outcome

Question 25

___________ _________ __________ Describes how all the components and activities of the organization work together as a system to enable value creation.

Answer 25

Service Value System (SVS)

Question 26

The Service Value System includes what 5 things?

Answer 26

1. Guiding Principles
2. Governance
3. Service Value Chain
4. Practices
5. Continual Improvement

Question 27

What are the 4 dimensions of Service Management

Answer 27

1. Organization & People
2. Information & Technology
3. Partners & Suppliers
4. Value Streams and Processes

Question 28

Which Dimension of Service Management does this describe?
The organizational structure, roles, responsibilities, and systems of authority and communication. Also includes Skills/and culture.

Answer 28

Organizations & People

Question 29

Organizations have a _________ that includes their shared values and attitudes.

Answer 29

Culture

Question 30

Which Dimension of Service Management does this describe?
The information and knowledge necessary for the management of services as well as the technologies required. Includes all tools, automation, ITSM, platforms, databases, knowledge bases, infrastructure, security, workflow management.

Answer 30

Information & Technology

Question 31

Which Dimension of Service Management does this describe?
Encompasses an organizations relationships with other organizations that are involved in the design, development, deployment, delivery, and support, and/or continual improvement of services. Incorporates contracts and other agreements, 3rd parties, vendors, legal, and all contractor management.

Answer 31

Partners & Suppliers

Question 32

Service ______________ management ensures that service relationships are properly coordinated, making sure suppliers work together as perscribed.

Answer 32

Integration

Question 33

What are external factors that can affect the 4 dimensions?

Answer 33

Political, Economical, Social, Technological, Legal, Environmental

Question 34

Which Dimension of Service Management does this describe?
How the various parts of the organization work in an integrated and coordinated way to enable value creation through products and services.

Answer 34

Value Streams and Processes

Question 35

_______ ________ is a series of steps to create value an organization undertakes to create and deliver products and services. It is a combination of the organizations value chain activities. Includes all activities that we do in IT (maintenance, incident response, problem management, processes, etc).

Answer 35

Value Stream

Question 36

A _________ is a set of interrelated or interacting activities that transform inputs to outputs.

Answer 36

Process

Question 37

Practice Question: Identify the missing word(s) in the following sentence:
A service is a means of enabling value cocreattion by facilitating __________ that customers want to achieve.
Warranty
Outcomes
The Utility
Outputs

Answer 37

Outcomes

Question 38

Practice Question: What are the two types of cost that a service consumer should evaluate:
a. The price of the service, and the cost of creating the service.
b. the costs removed by the service, and the costs imposed by the service.
c. The cost of provisioning the service, and the cost of improving the service.
d. The cost of software, and the cost of hardware.

Answer 38

b. the costs removed by the service, and the costs imposed by the service.

Question 39

Which describes outcomes?
a. Tangible or intangible deliverables
b. Functionality offered by a product or service
c. Results desired by a stakeholder
d. Configuration of an organization’s resources

Answer 39

c. Results desired by a stakeholder

Question 40

A service provider describes a package that includes a laptop with software, licenses, and support. What is the package an example of?
a. Value
b. An outcome
c. Warranty
d. Service Offering

Answer 40

d. Service Offering

Question 41

What is the definition of warranty?
a. A tangible or intangible deliverable that is produced by carrying out an activity.
b. The assurance that a product or service will meet agreed requirements
c. A possible even that could cause harm or loss, or make it more difficult to achieve objectives
d. The functionality offered by a product or service to meet a particular need

Answer 41

b. The assurance that a product or service will meet agreed requirements

Question 42

Which service management dimension is focused on activities and how these are coordinated?
a. Organizations and people
b. Information and Technology
c. Partners and suppliers
d. Value Streams and processes

Answer 42

d. Value Streams and processes

Question 43

Which is NOT a key focus of the information and technology dimension?
a. Security and compliance
b. Communication systems and knowledge bases
c. Workflow management and inventory systems
d. Roles & Responsibilities

Answer 43

d. Roles & Responsibilities