Service Management Quiz

What is warranty?

• The perceived benefits,

  usefulness and importance of

  something

• Assurance that a product or

  service will meet agreed

  requirements

• The functionality offered by a

  product or service to meet a

  particular need

• The amount of money spent on

  a specific activity or resource

An organization supplying services to one or more internal or external customer.

• Services management

• Service provider

• Investor

• Consumer

Those who buy goods or services.

• Investor

• Service provider

• Consumer

• Service management

Which is part of service provision?

• The management of resources needed to consume the service

• The management of resources configured to deliver the service

• The grouping of one or more services based on one or more products

• The joint activities performed to ensure continual value co-creation

Which is NOT types of service provider?

• Internal service provider

• Shared service unit

• External service provider

• Private service unit

What is the CORRECT definition of service management?

• A set of specialized assets for transitioning services into the live operational environment

• The capability of service providers to minimize their costs without reducing the value of the services

• The capability of supplier to deliver services to providers in exchange for money

• A set of specialized organizational capabilities for delivering value to customers in the form of services

A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific ... and risks.

• Utility

• Warranty

• Information

• Costs

Which stakeholders co-create value in a service relationship?

• Provider and supplier

• Investor and consumer

• Investor and supplier

• Consumer and provider

Which statement about outcomes is CORRECT?

• Outcomes are how the service performs

• An output can be enabled by one or more outcomes

• An outcome can be enabled by more than one output

• An outcome is a tangible or intangible activity

What can a service remove from the consumer and impose on the consumer?

• Utility

• Cost

• Asset

• Outcome