Flashcards in Service Management Fundamentals Deck (7)
What is the definition of a service?
A means of delivering value to customers
What factors determine whether a customer perceives value in a service?
What does the service do? - Utility
Can the service be used? - Warranty
What is described as fit for purpose?
What is described as fit for use?
What is service management?
Special set of organisation capabilities providing value to customers in the form of services
What is ITSM?
Implementation and management of IT services that meet the demands of the business