Governance - ANSWER the means by which an organization is directed and controlled
Service management - ANSWER A set of specialized organizational capabilities for provid-
ing value to customers in the form of services
Value - ANSWER the perceived benefits, usefulness, and importance of something
Who determines the perceived value? - ANSWER the RECIPIENT
Value is objective - ANSWER False
Organization - ANSWER a person or a group of people that have it's own functions, re-
sponsibilities, and relationships to perform it's own activities
What are the 2 roles an organization can provide? - ANSWER 1. Service provider
2. Service consumer
Value is _______________ by the service provider and consumer - ANSWER co-created
What are the 3 roles for a consumer provider? - ANSWER 1. User
2. Customer
3. Sponsor
1
, What is a user? - ANSWER a person who uses the service
What is a customer? - ANSWER a person who defines the requirements and takes re-
sponsiblity for the outcome of the consumption
What is a sponsor? - ANSWER a person who authorizes the service for consumption, a
person who provide financial capability
Service offering - ANSWER a description of one or more services that are meant to ad-
dress the needs of a target group
Service offering includes the following 3: - ANSWER 1. Goods
2. Access to resources
3. Service to actions
Access to resources - ANSWER access to resources that are licensed to a consumer under
agreed conditions
Service action - ANSWER actions performed to address a consumer's needs
Service relationship - ANSWER the cooperation between a service provider and a service
consumer
Service provision - ANSWER the services performed by the service provider, activities per-
formed by an organization to provide services
Service consumption - ANSWER activities performed by an organization to consumer a
service
2
Service management - ANSWER A set of specialized organizational capabilities for provid-
ing value to customers in the form of services
Value - ANSWER the perceived benefits, usefulness, and importance of something
Who determines the perceived value? - ANSWER the RECIPIENT
Value is objective - ANSWER False
Organization - ANSWER a person or a group of people that have it's own functions, re-
sponsibilities, and relationships to perform it's own activities
What are the 2 roles an organization can provide? - ANSWER 1. Service provider
2. Service consumer
Value is _______________ by the service provider and consumer - ANSWER co-created
What are the 3 roles for a consumer provider? - ANSWER 1. User
2. Customer
3. Sponsor
1
, What is a user? - ANSWER a person who uses the service
What is a customer? - ANSWER a person who defines the requirements and takes re-
sponsiblity for the outcome of the consumption
What is a sponsor? - ANSWER a person who authorizes the service for consumption, a
person who provide financial capability
Service offering - ANSWER a description of one or more services that are meant to ad-
dress the needs of a target group
Service offering includes the following 3: - ANSWER 1. Goods
2. Access to resources
3. Service to actions
Access to resources - ANSWER access to resources that are licensed to a consumer under
agreed conditions
Service action - ANSWER actions performed to address a consumer's needs
Service relationship - ANSWER the cooperation between a service provider and a service
consumer
Service provision - ANSWER the services performed by the service provider, activities per-
formed by an organization to provide services
Service consumption - ANSWER activities performed by an organization to consumer a
service
2
