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Service Management

Value is perceived benefits, usefulness, and importance. Value co-creation recognizes that value is created through collaboration between providers and customers. An organization has responsibilities and relationships to achieve objectives. A service provider provisions services, while a service consumer receives services. Other stakeholders include users, sponsors, and resources that support service delivery. Services are created by combining products, which are configurations of organizational resources. A service offering describes services for a target group. Service management includes activities like provisioning, fulfillment, and improvement. Service relationships involve cooperation between providers and consumers for consumption, which includes using resources and requesting actions. Outputs are deliverables, while outcomes are results for stakeholders enabled by outputs. Utility and warranty define what a service does and how it

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Fathi Abderrahmane
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19 views1 page

Service Management

Value is perceived benefits, usefulness, and importance. Value co-creation recognizes that value is created through collaboration between providers and customers. An organization has responsibilities and relationships to achieve objectives. A service provider provisions services, while a service consumer receives services. Other stakeholders include users, sponsors, and resources that support service delivery. Services are created by combining products, which are configurations of organizational resources. A service offering describes services for a target group. Service management includes activities like provisioning, fulfillment, and improvement. Service relationships involve cooperation between providers and consumers for consumption, which includes using resources and requesting actions. Outputs are deliverables, while outcomes are results for stakeholders enabled by outputs. Utility and warranty define what a service does and how it

Uploaded by

Fathi Abderrahmane
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Value: Perceived benefits usefulness, importance of

something

1.Value & value co-creation


Value co-creation: Oragnization recognize that value is

co-created through an active collaboration between

provides and customers.

Oragnization:A person,,or group of people, has own

resposabilities ,authorities and relationships to achieve

its objectives.

Service provider: when provisionning services

oragnization takes on the role of the service provider( can

be external to consumers oraganization or can be both f

the same organization).

Service consumers:when receiving services an

oragnization takes the role of the service consumer


2.Organization,Service provider,Service Customer,Other stakeholders

A customer; a person who defines requierement for a

service and take responsability for the outcome of service

consumption.

A user: a person who use a service

A sponsor: a person who authorizes the budget for the

service ccomsumption

A configuration of an oragnization ressources designed

to offer value for a customer

Resources:(Think people,process,suppliers ) are


Products
combined to create a products.

Products is combined to create a service.

3. Products & Services

Goods ( buy a mobile phone , physical service)

A description of one or more services designed to Access to resource (Access to mobile network or network
Service offering
address the needs of a target consumer group storage ...)

Service action: user support (replacement a piece of

equipment)

Activities performed by an oragnization to provide

service:( ensure access to resource, fulfillment of agreed


Service Management Service provision
service action, service level management and continual

imporovement may includ suppling goods)

A coorporation between a service provider and service


4. Service Relationships
consumer

Resource needed to use the service, service action

performed by users including utilizing the providers


Service consumption
resources, and requestiong service action to be fulfilled,

aquiring , receiving goods)

Output: A tangible or intangible deliverable of activity)

Outcome:a result for a stakeholder enabled by one or more

output

5. Output,Outcome,Costs,Risks

Utility: Functionality offered by a product or a service to

meet a particular need( what's the service does ?) , fit for

purpose ( support performance, remove constraints)

6. Utility & Warranty Utility + Warranty = service

Warranty; Assurance that the product or a service meet

service agreed requierments ( How the service performs ?

fit for the use , availability , capacity,level security,

continuity

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