Key Concepts of Services and Service Management

Front

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.

Back

What is a Service?

Front

A set of specialized organizational capabilities for enabling value for customers in the form of services.

Back

What is Service Management?

Front

The role that defines the requirements for a service and takes responsibility for the outcomes of service consumption.

Back

Who is a Customer in the context of services?

Front

The role that uses services.

Back

What is the role of a User?

Front

The role that authorizes budget for service consumption and can also describe an organization or individual that provides financial or other support for an initiative.

Back

What is a Sponsor in service management?

Front

The functionality offered by a product or service to meet a particular need, summarizing 'what the service does' and determining whether a service is 'fit for purpose'.

Back

What is Utility in the context of services?

Front

Assurance that a product or service will meet agreed requirements, summarizing 'how the service performs' and determining whether a service is 'fit for use'.

Back

What does Warranty refer to in service management?

Front

Availability of the service, its capacity, levels of security, and continuity.

Back

What areas does Warranty typically address?