Week 1-2 Introduction

Question 1

What are the four dimensions model?

Answer 1

Organizations and People
Information and Technology
Partners and Suppliers
Value Streams and Processes

Question 2

It is a set of specialized organizational capabilities for enabling value for customers in the form of services?

Answer 2

Service Management

Question 3

This is the perceived benefits, usefulness, and importance of something?

Answer 3

Value

Question 4

This is a person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objections.

Answer 4

Organization

Question 5

When provisioning services, an organization takes on the role of the _?

Answer 5

Service Provider

Question 6

It can be external to the consumer’s organization or they can both be part of the same organization?

Answer 6

Provider

Question 7

When receiving services, an organization takes on the role of the _?

Answer 7

Service consumer

Question 8

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

Answer 8

Customer

Question 9

A person who uses services

Answer 9

User

Question 10

A person who authorizes budget for service consumption?

Answer 10

Sponsor

Question 11

What are the example value for service consumers?

Answer 11

Benefits achieved; costs and risks optimized

Question 12

What are the example value for Service provider?

Answer 12

Funding from the consumer; business development; image improvement

Question 13

What are the example value for Service provider employees?

Answer 13

Financial and non-financial incentives; career and professional development; sense of purpose

Question 14

What are the example value for Society and Community?

Answer 14

Employment; taxes; organizations’ contribution to the development of the community

Question 15

What are the example value for Charity organizations

Answer 15

Financial and non-financial contributions from other organizations

Question 16

What are the example value for Shareholders?

Answer 16

Financial Benefits, such as dividends; sense of assurance and stability

Question 17

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 17

Services

Question 18

A configuration of an organization’s resources designed to offer value for a consumer?

Answer 18

Product

Question 19

A formal description of one more services, designed to address the needs of a target consumer group.

Answer 19

Service Offering

Question 20

It may include goods, access to resources, and service actions.

Answer 20

Service Offering

Question 21

It is supplied to the consumer

Answer 21

Goods

Question 22

An example of this is a mobile phone and transfer of a physical server

Answer 22

Goods

Question 23

Ownership is transferred to the consumer.

Answer 23

Goods

Question 24

Consumer takes responsibility for future use.

Answer 24

Goods

Question 25

Ownership is not transferred to the consumer

Answer 25

Access to resources

Question 26

Access is granted or licensed to the consumer under agreed terms and conditions

Answer 26

Access to resources

Question 27

The consumer can only access the resources during the agreed consumption period during the agreed consumption period and according to other agreed service terms

Answer 27

Access to resources

Question 28

Performed by the service provider to address a consumer's needs

Answer 28

Service Actions

Question 29

Performed according to an agreement with the consumer

Answer 29

Service Actions

Question 30

An example of this is user support and replacement of a piece of equipment

Answer 30

Service actions

Question 31

Are established between two or more organizations to co-create value.

Answer 31

Service relationship

Question 32

This is when organizations will take on the roles of service providers or service consumer. This means organizations can both provide and consumer a number of services at any given time.

Answer 32

Service relationships

Question 33

A cooperation between a service provider and service consumer.

Answer 33

Service relationship

Question 34

It includes service provision, service consumption, and service relationship management.

Answer 34

Service relationship

Question 35

Activities performed by an organization to provide services.

Answer 35

Service provision

Question 36

It includes management of the provider's resources, ensuring access to these resources for users, fulfillment of the agreed service actions, service level management and continual improvement.

Answer 36

Service provision

Question 37

Activities performed by an organization to consume services

Answer 37

Service consumption

Question 38

It includes management of the consumer's resources needed to use the service, and service actions performed by users, utilizing the provider's resources, and requesting service actions to be fulfilled.

Answer 38

Service consumption

Question 39

Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings.

Answer 39

Service relationship management

Question 40

They help their consumers to achieve outcomes, and in doing so take on some of the associated risks and costs.

Answer 40

Service providers

Question 41

They can introduce new risks and costs, and in some cases, can negatively affect some of the intended outcomes, while supporting others.

Answer 41

Service relationships

Question 42

A tangible or intangible deliverable of an activity

Answer 42

Output

Question 43

A result for a stakeholder enabled by one or more outputs

Answer 43

Outcome

Question 44

The amount of money spend on a specific activity or resource

Answer 44

Cost

Question 45

A possible event that could cause harm or loss, or make it more difficult to achieve objectives.

Answer 45

Risk

Question 46

It is the uncertainty of outcome

Answer 46

Risk

Question 47

The functionality offered by a product or service to meet a particular need.

Answer 47

Utility

Question 48

What the service does

Answer 48

Utility

Question 49

Assurance that a product or service will meet agreed requirements.

Answer 49

Warranty

Question 50

How the service performs

Answer 50

Warranty

Question 51

Addresses areas as the availability of the service, its capacity, levels of security and continuity

Answer 51

Warranty