WGU D336
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1. Service management A set of specialized orgnaizational capabilities for enabling value to cus-
tomers in the form of services.
2. Service facilitates outcomes for customers with limited costs to them
3. Cost Can be removed from the customer and can be imposed on the customer
4. Value The perceived benefits, usefulness and importance of something; What
you are getting back.
5. Organization A group of people that has its own functions, responsibilities, and au-
thorities to achieve specific objectives.
6. Output A tangible or intangible deliverable of an activity; What you are given
7. Outcome A result for a stakeholder enabled by one or more outputs; what you do
with the deliverable.
8. Risk Uncertainty of outcome.
9. Utility What it does
10. Warranty does it meet requirements
11. Customer Defines requirements for services
12. User A person who uses the service
13. Sponsor Authorizes budgets for services
14. Service Offering may include resources and service actions
ex: office 365
15. Service Relationship joint activities performed by providers and consumer;
Management EX:WGU tells MSFT that that they are not using x a part of a service. What
, WGU D336
Study online at https://quizlet.com/_f443mf
would it cost MSFT to stop providing that part of the service to users.
- this is different from relationship management practice
16. Service Provision Providing Services; the company that is providing the service; EX: Msft is
providing us with office 365
17. Relationship Manage- - understand stakeholder needs
ment (Practice) Activi- - prioritize products and services
ties - keep the relationship going
- handle stakeholder complaints
- make sure any changes align with business outcomes
- make sure products/services align with business needs
- create value for stakeholders
- mediate conflicting stakeholder requirements
18. Who are stakeholders? - sponsor
- customer
- users
19. Service Consumption activities performed by an organization to consume services;Whomever
is consuming the service.
activities:
- management of the consumed resources
- receiving the product
EX:We consume msft 365
20. SVC: Engage Salesman
21. SVC: Plan keeps track of everything the company does, would like to do, and has
done
22. Supplier External partner who provides services to the orgnaization
, WGU D336
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23. SVC: Design and Transi- developers; design for customers needs
tion
24. SVC: Deliver and Sup- deliver or install the thing for the customer and then provide support
port
25. Improve look at all steps and say where can we improve.
26. SVC: Obtain and build people buying/acquiring things or creates things for the customer
27. Product Configuration of resources, created by the orgnaization, that will be
potentially valuable to customers.
28. Service offering A specific mix of services and products sold to a specific customer
29. Goods Ownership is transferred to customer
30. Access to resources customer is allowed to use it
31. Service actions Things the service provider does for the customer
32. The 4 dimensions of (VOIP)
Service Management Value streams,
organizations and people,
information and tech,
Partners and suppliers.
33. What is the purpose Help us look at different angles when creating a product
of the 4 dimensions of
Service Management?
34. The 4 dimensions Series of steps taken by an organization to create and deliver products
of Service Manage- and services to consumers;How do we make this product
ment:Value Stream
, WGU D336
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35. 4 Dimensions of Ser- what does it look like from the customer's viewpoint and who is involved
vice Management: Or- to make this service be made
ganizations and people
-Who is administering this product;
-who is building/developing it;
-Is there anything we can do to improve this from the people angle?
-Is there someone in there that should not be involved?
-Is there someone we need to get involved?
36. 4 Dimensions of Ser- Tech that supports and enables that service.
vice Management:IT
37. 4 Dimensions of Organizations depend on other organizations/vendors
Service Management:
Partners and Suppliers Should we develop this in house?
What is best? To let the people who are good at doing this do their part?
38. The service value sys- A model representing how all the components and activities of an orga-
tem nization work together to facilitate value creation.
39. Service value system Guiding principles
components governance
SVC
Practices
continual improvement
40. Guiding principles focus on value,
start where you are,
Progress iteratively with feedback,
Collaborate and promote visibility,
think and work holistically,
keep it simple and practical,
optimize and automate
Study online at https://quizlet.com/_f443mf
1. Service management A set of specialized orgnaizational capabilities for enabling value to cus-
tomers in the form of services.
2. Service facilitates outcomes for customers with limited costs to them
3. Cost Can be removed from the customer and can be imposed on the customer
4. Value The perceived benefits, usefulness and importance of something; What
you are getting back.
5. Organization A group of people that has its own functions, responsibilities, and au-
thorities to achieve specific objectives.
6. Output A tangible or intangible deliverable of an activity; What you are given
7. Outcome A result for a stakeholder enabled by one or more outputs; what you do
with the deliverable.
8. Risk Uncertainty of outcome.
9. Utility What it does
10. Warranty does it meet requirements
11. Customer Defines requirements for services
12. User A person who uses the service
13. Sponsor Authorizes budgets for services
14. Service Offering may include resources and service actions
ex: office 365
15. Service Relationship joint activities performed by providers and consumer;
Management EX:WGU tells MSFT that that they are not using x a part of a service. What
, WGU D336
Study online at https://quizlet.com/_f443mf
would it cost MSFT to stop providing that part of the service to users.
- this is different from relationship management practice
16. Service Provision Providing Services; the company that is providing the service; EX: Msft is
providing us with office 365
17. Relationship Manage- - understand stakeholder needs
ment (Practice) Activi- - prioritize products and services
ties - keep the relationship going
- handle stakeholder complaints
- make sure any changes align with business outcomes
- make sure products/services align with business needs
- create value for stakeholders
- mediate conflicting stakeholder requirements
18. Who are stakeholders? - sponsor
- customer
- users
19. Service Consumption activities performed by an organization to consume services;Whomever
is consuming the service.
activities:
- management of the consumed resources
- receiving the product
EX:We consume msft 365
20. SVC: Engage Salesman
21. SVC: Plan keeps track of everything the company does, would like to do, and has
done
22. Supplier External partner who provides services to the orgnaization
, WGU D336
Study online at https://quizlet.com/_f443mf
23. SVC: Design and Transi- developers; design for customers needs
tion
24. SVC: Deliver and Sup- deliver or install the thing for the customer and then provide support
port
25. Improve look at all steps and say where can we improve.
26. SVC: Obtain and build people buying/acquiring things or creates things for the customer
27. Product Configuration of resources, created by the orgnaization, that will be
potentially valuable to customers.
28. Service offering A specific mix of services and products sold to a specific customer
29. Goods Ownership is transferred to customer
30. Access to resources customer is allowed to use it
31. Service actions Things the service provider does for the customer
32. The 4 dimensions of (VOIP)
Service Management Value streams,
organizations and people,
information and tech,
Partners and suppliers.
33. What is the purpose Help us look at different angles when creating a product
of the 4 dimensions of
Service Management?
34. The 4 dimensions Series of steps taken by an organization to create and deliver products
of Service Manage- and services to consumers;How do we make this product
ment:Value Stream
, WGU D336
Study online at https://quizlet.com/_f443mf
35. 4 Dimensions of Ser- what does it look like from the customer's viewpoint and who is involved
vice Management: Or- to make this service be made
ganizations and people
-Who is administering this product;
-who is building/developing it;
-Is there anything we can do to improve this from the people angle?
-Is there someone in there that should not be involved?
-Is there someone we need to get involved?
36. 4 Dimensions of Ser- Tech that supports and enables that service.
vice Management:IT
37. 4 Dimensions of Organizations depend on other organizations/vendors
Service Management:
Partners and Suppliers Should we develop this in house?
What is best? To let the people who are good at doing this do their part?
38. The service value sys- A model representing how all the components and activities of an orga-
tem nization work together to facilitate value creation.
39. Service value system Guiding principles
components governance
SVC
Practices
continual improvement
40. Guiding principles focus on value,
start where you are,
Progress iteratively with feedback,
Collaborate and promote visibility,
think and work holistically,
keep it simple and practical,
optimize and automate
