Service Management

1. Service Management

-Set of specialized 3) organizational 1) capabilities for enabling 2) value for customer in the form of services.

 

1) Capability

-process, functions and roles for managing services over their lifecycle.

 

2) Value & Value co-creation

-The purpose of an organization is to create value for stakeholders.

-Value = the percieved benefits, usefulness, importance of something

 

the percieved benefits: 각 산업군/기업별로 선호하는 서비스를 이용함으로써 가질 수 있는 이익, 만족 등

-Achieving value = supported outcomes, removed costs and risks to customer

-Value co-creation (ITIL 4 추가)

stakeholder = provider + customer

 

3) Organization

-the person or group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives.

 

2. Service & Product (ITIL 4 추가)

1) service

-a means of enabling value co-creation by facilitating outcomes that consumers who want to achieve, without the customer having to manage specific cost and risks.

 

2) product

-a configuration of an organization resourece desighed to offer value for a consumer.

 

3. service offering

-a formal description of one or more services changed to address the needs of a target consumption group.

-goods, access to resources, service actions

 

4. service relationship

-a cooperation between a service provider and service consumer.

 

5. service provision

-activities performed by an organization to provide services.

 

6. service relationship management

-Joint activities perfomed by a service provide and a service consumer to ensure continual value co-creation based on agreed and available service offerings.

 

Resources > Products > Services > Service Offering > Service relationship

 

7. Cost & Risk

1) Cost

-the amount of monecy spent on a specific activity or resource. 

 

2) Risk

-the possible event that could cause harm or loss, or make it more difficult to achieve objectives.

-an uncertainty of outcome

-positive or negative outcomes

 

8. Considerations of service offering

1) Utility (효용)

-the functionality offered by a product or service to meet a particular need.

-'what the service does' = 'fit for purpose'

 

2) Warranty (보증)

-assurance that product or service will meet agreed requirements

-'how the service perform' = 'fit for use'