Podcast
Questions and Answers
What is service provision typically concerned with?
What is service provision typically concerned with?
- Outcomes and costs
- Consumption of services
- Service relationship management
- Management of resources and fulfillment of service actions (correct)
What is service consumption primarily concerned with?
What is service consumption primarily concerned with?
- Management of consumer's resources needed to use the service (correct)
- Management of provider's resources
- Continual improvement
- Service level management
What is the primary goal of service relationship management?
What is the primary goal of service relationship management?
- To achieve desired outcomes
- To ensure continual value co-creation (correct)
- To reduce costs
- To improve service provision
What is a key concept covered in this chapter?
What is a key concept covered in this chapter?
What is an outcome in the context of service management?
What is an outcome in the context of service management?
What is the difference between an output and an outcome?
What is the difference between an output and an outcome?
What is an example of a recreational theme park not fulfilling its warranty?
What is an example of a recreational theme park not fulfilling its warranty?
Why might it be difficult for a service provider to fully understand the desired outcomes of the consumer?
Why might it be difficult for a service provider to fully understand the desired outcomes of the consumer?
What is an example of a recreational theme park not fulfilling its utility?
What is an example of a recreational theme park not fulfilling its utility?
What do stakeholders play a crucial role in?
What do stakeholders play a crucial role in?
What is a cost in the context of service management?
What is a cost in the context of service management?
What are the two types of costs involved in service relationships from the consumer's perspective?
What are the two types of costs involved in service relationships from the consumer's perspective?
What is the primary focus of service providers?
What is the primary focus of service providers?
What is a benefit of understanding customer needs?
What is a benefit of understanding customer needs?
What is the role of business relationship managers (BRMs) in internal IT or HR departments?
What is the role of business relationship managers (BRMs) in internal IT or HR departments?
What is an example of a service provider predicting or creating demand for certain outcomes?
What is an example of a service provider predicting or creating demand for certain outcomes?
What is the relationship between service providers and consumers?
What is the relationship between service providers and consumers?
What are the key components of consumer value?
What are the key components of consumer value?
What is the importance of understanding customer needs?
What is the importance of understanding customer needs?
What will be built upon in the next few chapters?
What will be built upon in the next few chapters?
What kind of guidance will be provided in the next few chapters?
What kind of guidance will be provided in the next few chapters?
What is essential for an organization to create value?
What is essential for an organization to create value?
What is a key aspect of a service relationship?
What is a key aspect of a service relationship?
What is the role of a service provider?
What is the role of a service provider?
What is a result of a service provider delivering services?
What is a result of a service provider delivering services?
What happens to the service consumer after using the new or modified resources?
What happens to the service consumer after using the new or modified resources?
What is an example of a service that modifies existing resources?
What is an example of a service that modifies existing resources?
What is a service relationship?
What is a service relationship?
What includes service provision, service consumption, and service relationship management?
What includes service provision, service consumption, and service relationship management?
What is a result of a service consumer using new or modified resources?
What is a result of a service consumer using new or modified resources?
What is an example of a service that creates new resources for the service consumer?
What is an example of a service that creates new resources for the service consumer?
What is the total cost of consuming a service comprised of?
What is the total cost of consuming a service comprised of?
What do consumers consider when assessing the value created by a service?
What do consumers consider when assessing the value created by a service?
Why is it important for service providers to understand the cost of service provision?
Why is it important for service providers to understand the cost of service provision?
What are the two types of risk that are of concern to service consumers?
What are the two types of risk that are of concern to service consumers?
What is the duty of the provider in terms of risk management?
What is the duty of the provider in terms of risk management?
How can consumers contribute to the reduction of risk?
How can consumers contribute to the reduction of risk?
What is utility in the context of a service?
What is utility in the context of a service?
What is warranty in the context of a service?
What is warranty in the context of a service?
What is essential for a service to facilitate its desired outcomes and create value?
What is essential for a service to facilitate its desired outcomes and create value?
What should be considered when assessing the viability of a service?
What should be considered when assessing the viability of a service?
