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Service
A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manager specific costs and risks.
Service Value System
A model representing how all the components and activities of an organization work together to facilitate value creation.
Value
The perceived benefits, usefulness, and importance of something.
Components of Service Value System
Continual Improvement, Practices, Service Value Chain, Governance, Guiding Principles
What are inputs for the SVS?
Opportunity and Demand
What is the output for the SVS?
Value
Guiding Principles
Recommendations that can guide an organization in all circumstances, regardless of changes in:
Focus on Value
Start Where You Are
Progress Iteratively with Feedback
Collaborate and Promote Visibility
Think and Work Holistically
Keep it Simple and Practical
Optimize and Automate
Governance
The means by which an organization is directed and controlled, though policies and regulations.
Practices
A set of organizations resources designed for performing work or accomplishing an objective.
Service Value Chain
An operating model for service providers that covers all the key activities required to effectively manage products and Services.
Plan
Engage
Design and Transition
Obtain/Build
Deliver and Support
Improve
4 Dimensions of Service Management: Organizations and People
Roles and Responsibilities, Communication and Collaboration, Culture Based on shared values, Staffing Skills and Competencies, Governance, Management, Peoples Knowledge
4 Dimensions of Service Management: Information and Technology
All information and technology used to provision and consume the service.
4 Dimensions of Service Management: Partners and Suppliers
Managing 3rd party relationships and overall level of formality that is required.
4 Dimensions of Service Management: Value Streams and Processes
Defines what is needed to achieve objectives.
Cost
The amount of money spent on specific activity or resource.
Utility
The functionality offered by a product or service to meet a particular need. Fit for purpose.
Warranty
Assurance that a product or service will meet agreed requirements. Fit for use
Product
A configuration of an organizations resources designed to offer value for a consumer
Resource
Something you own or have access to
Service Offering
A formal description of one or more services designed to address the needs of a target consumer group.
Service Management
A set of specialized organizational capabilities for enabling value for customers in the form of services.
Note
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