Service Strategy Flashcards
Why do we have service strategy?
To decide which services need to be provided in order to gain a strategic advantage and to maximise business outcomes.
Why does service strategy focus on customers’ outcomes?
Because the customer’s outcomes provide value to the customer.
What is service strategy?
The centre of the service lifecycle and the axis that all other phases revolve around.
What is a service provider?
An entity which provifcdes services to its customers.
What is the difference between an internal and external customer?
An external customer will be paying for the service, and internal customer doesn’t.
What are the three types of service providers (and their type numbers)?
Type 1 (Internal), Type 2 (Shared), Type 3 (External)
What are the two service assets?
Capabilities and resource.
What are the service strategy processes? (5 of them)
- Strategy Management
- Service Portfolio Management
- Financial Management
- Demand Management
- Business Relationship Management
What is utility and warranty?
Utility is what the service does, warranty is how well it does it.
What is the purpose of service strategy?
To define what a service provider needs to do to support its customers.
What is an example of utility and warranty?
A customer purchases a product from a website. The value of the service is when the customer receives the item. The utility is whether the customer could order, the warranty is how well the customer was able to find the product and order.
