Service Management Flashcards
(35 cards)
a set of specialized organizational
capabilities for enabling value to customers in the form of services.
Service Management
▪Every organization is a service organization
▪ Almost all services today are IT enabled
Service Organization
Developing the specialized organizational capabilities mentioned in the above
definition requires an understanding of:
▪ the nature of value
▪ the nature and scope of the stakeholders involved
▪ how value creation is enabled through services
Value
perceived benefits, usefulness and importance of something.
How is Value Created?
organizations saw their role as delivering value to their
customers in much the way that a package is delivered to a building by a delivery
company
This view treated the relationship between the service provider and the service
consumer as mono-directional and distant
Organizations who deliver services are referred to as
service providers.
Those to whom services are delivered are referred to as
Service Consumers
Providers and Consumers Co-Create Value
Value is co-created through an active
collaboration between providers and consumers, as well as other organizations that
are part of the relevant service relationships.
a person or a group of people that has its own functions with
responsibilities, authorities and relationships to achieve its objectives
Organization
Types of Organization
Organizations vary in size and complexity, and in their relation to legal entities –
from a single person or a team, to a complex network of legal entities united by
common objectives, relationships and authorities.
A person who defines requirements for services and takes responsibility for
outcomes from service consumption
Customer
A person who uses services
User
A person who authorizes the budget for service consumption
Sponsor
Stakeholders
● Shareholders ● Employees ● Community
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.
Service
a configuration of resources, created by the organization, that will be potentially valuable for their customers.
Product
a description of one or more services, designed to address the
needs of a target consumer group.
Service Offering
What includes Service offerings
A service offering may include goods, access to resources, and service actions.
Goods
● Ownership is transferred to the consumer
● Consumer takes responsibility for future use
Access to Resources
● Ownership is not transferred to the consumer
● Access is granted/licensed under agreed terms or conditions
Service Actions
● Performed by the provider to address a consumer need ● Performed according to agreement with the consumer
What are Service Relationships?
o Service provisioning
o Service consumption
o Service relationship management
consists of activities performed by a service provider to provide services.
o Management of provider resources configured to deliver the service
o Provision of access to resources for users
o Fulfillment of the agreed service actions
o Service performance management and continual improvement
Service provisioning
consists of activities performed by a service consumer to
consume services/
o Management of the consumer resources needed to consume the service
o Utilization of the provider’s resources
o Requesting of service actions to fulfill
o Receipt of or acquiring of goods
Service consumption
