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Key concepts of service management, Referencia:, Realizado por - Coggle…
Key concepts of service management
Service Management
A set of specialized organizational capabilities for enabling value for customers in the form of services.
Tip
The purpose of an organization is to create value for stakeholders.
Value
The perceived benefits, usefulness, and importance of something. Value could be subjective.
Outcomes
Acting as a service provider, an organization produces outputs that help its 30 consumers to achieve certain outcomes.
Costs
There are two types of cost involved in service relationships:
Costs removed from the consumer by the service (a part of the value proposition)
Costs imposed on the consumer by the service (the costs of service consumption)
Risks
There are two types of risk that are of concern to service consumers:
Risks removed from a consumer by the service (part of the value proposition).
Risks imposed on a consumer by the service (risks of service consumption).
Value co-creation
Value is co-created through an active collaboration between providers and consumers, as well as other organizations that are part of the relevant service relationships.
Organization
A person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives.
Service providers
In the most traditional views of ITSM, the provider organization is seen as the IT department of a company, and the other departments or other functional units in the company are regarded as the consumers.
Service consumer
Service consumer is a generic role that is used to simplify the definition and description of the structure of service relationships.
Other stakeholders
Individual employees of the provider organization.
Partners and suppliers.
Investors and shareholders
Government organizations such as regulators, and social groups.
Service ofering
A formal description of one or more services, designed to address the needs of a target consumer group.
Service offering may include:
Goods
Access to resources
Service actions
Service relationships
When services are delivered by the provider, they create new resources for service consumers, or modify their existing ones.
For example
A training service improves the skills of the consumer’s employees.
A broadband service allows the consumer’s computers to communicate.
A car-hire service enables the consumer’s staff to visit clients.
A software development service creates a new application for the service.
Referencia:
CHAPTER 2: KEY CONCEPTS OFSERVICE MANAGEMENT. (2019). En ITIL Foundation (4.a ed., pp. 17–36).
https://tecdigital.tec.ac.cr/dotlrn/classes/ATI/TI8905/S-2-2022.CA.TI8905.1/file-storage/view/material-de-referencia-itil%2F(ITIL)_Axelos_-_ITIL_Foundation_4_edition-Axelos_(2019).pdf
Realizado por
Jose Daniel Campos Chinchilla