Product
is configuration of resources, created by the organization, that will be potentially valuable for their customers
Organization
a person
... [Show More] or group of people that has it's own functions with responsibilities, authorities, and relationships to achieve its objectives
Customer
A role that defines the requirements for a service and takes responsibility for the outcomes of service consumption
User
A role that uses services
Sponsor
A role that authorizes the budget for service consumption. Term is also used to describe an organization or individual that provides financial or other support for an initiative
Service Management
Set of specialized organizational capabilities for enabling value for customer in the form of services
Service
Mean of enabling value co-creation by facilitating outcome s that customer wants to achieve without the customer having to manage specific costs and risks
Value
Perceived benefits, usefulness, and importance of something
Outcome
Result for a stakeholder enabled by one or more outputs
Output
A tangible or intangible deliverable of an activity.
Cost
The amount of money spent on a specific activity or resource.
Risk
Possible event that could cause harm or loss, or make or more difficult to achieve objectives (uncertainty of outcome)
Goods
have ownership transferred to a consumer
Access
Does not have the ownership transferred to a consumer
Actions
performed by the provider to address a consumer need
Service relationship management
Joint activities performed by a service provider and a service consumer to ensure continual value
Co-creation based on agreed and available service offerings
Service offering
a formal description of one or more services, designed to address the needs of a target consumer group. A service offering may include goods, access to resources, and service actions
Service provision
activities performed by an organization to provide services, including management of the provider's resources, configured to deliver the service; ensuring access to these resources for users; fulfillment of the agreed service actions; service level management; and continual improvement. It may also include the supply of goods
Service consumption
activities performed by an organization to consume services. It includes the management of the consumer's resources needed to use the service, service actions perform by users, and the receiving (acquiring) or goods (if required)
Utility
is the functionality offered by a product or service to meet a particular need
Utility
Fit for purpose
Warranty
is the assurance that a product or service will meet agreed requirements
Warranty
Fit for use
Name the 4 dimensions
VOIP:
Value streams and processes
Organizations and people
Information and technology
Partners and suppliers
Value streams and processes
s defines the activities, workflows, controls, and procedures needed to achieve the agreed objectives
Organizations and people
ensures that the way an organization is structured and managed, as well as its roles, responsibilities, and systems of authority and communication, is well defined and supports its overall strategy and operating model
Information and technology
includes the information and knowledge used to deliver services, and the information and technologies used to manage all aspects of the service value system
Partners and suppiers
encompasses the relationships an organization has with other organizations that are involved in the design, development, deployment, delivery, support, and/or continual improvement of services
Service value chain (SVC)
6 main activities
PIEDOD:
Plan
Improve
Engage
Design and Transition
Obtain/Build
Deliver and Support
Main purpose of SVC
Turn Demands/Opportunities into Value
Plan
ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across an organization
Improve
ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management
Engage
provides a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with all stakeholders
Design & Transition
ensures products and services continually meet stakeholder expectations for quality, costs, & time to market [Show Less]