Itil 2011 Service Strategy - Service Management As A Practice Part 2

Front 1

________________ deliver the basic outcomes desired by one or more customers. They represent the value that the customer wants and for which they are willing to pay.

 

_______________ anchor the value proposition for the customer and provide the basis for their continued utilization and satisfaction.

Back 1

Core Services

Front 2

_________________ are services that are needed in order for a core service to be delivered.

 

_______________ may or may not be visible to the customer, but the customer does not perceive them as services in their own right.

 

They are ‘basic factors’ which enable the customer to receive the ‘real’ (core) service

Back 2

Enabling Services

Front 3

____________________ are services that are added to a core service to make it more exciting or enticing to the customer.

 

_____________________ are not essential to the delivery of a core service, and are added to a core service as ‘excitement’ factors, which will encourage customers to use the core service more (or to choose the core service provided by one company over those of its competitors).

Back 3

Enhancing Services

Front 4

_____________________ is a collection of two or more services that have been combined to offer a solution to a specific type of customer need or to underpin specific business outcomes. It can consist of a combination of core services, enabling services and enhancing

Back 4

A Service Package

Front 5

_______________________ where a service or service package needs to be differentiated for different types of customer, one or more components of the package can be changed, or offered at different levels of utility and warranty, to create service options. These different service options can then be offered to customers.

Back 5

A Service Level Package is

Front 6

_____________________  is a set of specialized organizational capabilities for providing value to customers in the form of services.

Back 6

Service Management

Front 7

The act of transforming capabilities and resources into valuable services is at the core of _____________________. Without these capabilities, a service organization is merely a bundle of resources that by itself has relatively low intrinsic value for customers.

Back 7

Service Management

Front 8

Definition: __________________________

A set of specialized organizational capabilities for providing value to customers in the form of services.

Back 8

Service Management

Front 9

Defibition: ____________________________

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

Back 9

Service Provider

Front 10

_________________________ are shaped by the challenges they are expected to overcome.

Back 10

Organizational capabilities