Use LEFT and RIGHT arrow keys to navigate between flashcards;
Use UP and DOWN arrow keys to flip the card;
H to show hint;
A reads text to speech;
42 Cards in this Set
- Front
- Back
What is the first step in determining service strategy? |
understanding competitors and their products
|
|
What two benefits does adding value to a product provide?
|
provides differentiated value to a customer; no longer subject to competitive forces
|
|
What 3 non-financial factors influence value?
|
customer perceptions, reference value of services, economic value of services
|
|
What are 3 guidelines for uncovering key business outcomes that add value for a customer?
|
look from the customer's perspective; recognize that value can be provided at different levels; understand the positive effect that customers perceive a service to have
|
|
What are the 2 main types of assets?
|
resources and capabilities
|
|
What are resources?
|
direct inputs into production or service delivery
|
|
What are 4 examples of resources?
|
information, infrastructure, applications, and financial capital
|
|
What are capabilities?
|
components that make up an organization's ability to use and transform resources in a way that adds value
|
|
What are 4 examples of capabilities?
|
organization; process; knowledge; and management
|
|
Which are harder to acquire: resources or capabilities? |
capabilities
|
|
What are 5 advantages of service automation?
|
adjusting capability to demand, handling capacity with fewer restrictions, providing a basis for measuring and improving service processes, enabling complex processes, and providing a means for capturing knowledge
|
|
What are 4 guidelines for service automation?
|
simplify service processes before automation, clarify the needed flow of activities, minimize users' contact with underlying processes, and exercise caution when automating complex tasks and interactions
|
|
What is the goal of service strategy?
|
superior performance versus competing alternatives
|
|
What are the 4 main activities in Service Strategy?
|
define the market, develop offerings, develop strategic assets, and prepare for execution
|
|
What three activities are contained in developing offerings?
|
identify market space, define services based on customer outcomes, build and use service portfolio
|
|
What are 4 guidelines for defining the market?
|
develop services for strategies and strategies for services, understand the customer, understand service opportunities, and classify and visualize services
|
|
What does it mean to develop services for strategies?
|
differentiate services from alternatives
|
|
What does it mean to develop strategies for services?
|
offer services as part of a comprehensive strategies
|
|
What does it mean to understand service opportunities? |
tag services and assets with the customer outcomes they facilitate, then look for outcomes that are not well-supported
|
|
What are the two types of services?
|
service archetypes and customer assets
|
|
What are service archetypes?
|
defining how service providers act on behalf of customers to create value
|
|
What is the importance of customer assets?
|
they form the context for value, since they are linked to desired outcomes
|
|
What does BRM stand for?
|
Business Relationship Managers
|
|
What is a CMS?
|
Configuration Management System
|
|
What is a CMS used for?
|
mapping customer outcomes to services and assets
|
|
What does an IT organization do during the "develop offerings" step?
|
decides which services to offer customers
|
|
What does an IT organization do during the "develop offerings" step?
|
decides which services to offer customers
|
|
What are 3 techniques for developing offerings?
|
identify the market space, define value of developing services based on their outcomes for customers, and using a Service Portfolio
|
|
What is a market space?
|
all opportunities that a service provider could exploit to meet the business needs of customers
|
|
What are 3 benefits of defining the customers' market space?
|
build customer loyalty, clearly define service improvements, and ensure services are placed in context
|
|
What are 3 benefits of defining the customers' market space?
|
build customer loyalty, clearly define service improvements, and ensure services are placed in context
|
|
What is a service model?
|
the blueprint of the structure and dynamics of a service
|
|
What are the 4 steps in defining the value of a service?
|
identifying the customer outcomes it supports, determining what constraints the service overcomes for customers, determining service utility and warranty, and determining risks and costs associated with the service
|
|
What are the 3 components of a service portfolio?
|
service pipeline, service catalog, and retired services
|
|
What is Service Portfolio Management (SPM)?
|
maximizing service value while managing risks and costs
|
|
What is an LOS?
|
Line of Service: a clustering of Service Catalog items based on common patterns of business activity (PBA)
|
|
What is a value network?
|
complex set of relationships between two or more groups or organizations
|
|
What are 5 reasons why IT should develop Service Management as a strategic asset?
|
grows into a trusted asset, encourages customers to perceive benefits in a continued relationship, encourages contract renewal, results in a higher return on assets, and encourages investment in value capture
|
|
What are 9 functions for strategic Service Management?
|
develop and maintain service assets; understand the performance potential of customer assets; map service assets to customer assets through services; design, develop, and operate suitable services; extract service potential from service assets; converts service potential into performance potential; convert demand from customer assets into workload for customer assets; reduce risks for the customer; and control the cost of providing services
|
|
What 3 ways can organizations develop Service Management as a strategic asset?
|
define the value network in which it operates, increase its service potential, and increase services' performance potential
|
|
How should assets in a Configuration Management System be tagged?
|
with the services they add service potential to
|
|
What are the 10 steps in executing a service strategy?
|
perform a strategic assessment, set objectives, align service assets with customer assets, define Critical Success Factors (CSF's), conduct a competitive analysis, prioritize investments, explore business potential, align strategies with customer needs, expand into adjacent market spaces, and provide distinctive value in market spaces
|