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Some examples from this set of practice questions
1.
What is value?
Answer: the perceived benefits, usefulness, and importance of something. It is subject to the perception of the stakeholders and thus subjective.
2.
What is Service Management?
Answer: a set of specialized organizational capabilities for enabling value for customers in the form of services.
3.
What is value co-creation?
Answer: an active collaboration between the service provider and the consumer in the area of requirement definition, design of the service and sometimes even provisioning of the service. It is therefore no longer just a mono-directional transaction from the provider to the customer.
4.
What is an organization?
Answer: a person or group of people that has its own function with responsibilities, authorities, and relationships to achieve its objectives. An organization can have different roles depending on the situation.
5.
What is a service provider?
Answer: When provisioning services, an organization takes on the role of service provider. The provider can be external to the consumers’ organization, or be part of the same organization as the consumer.
6.
What is a service consumer?
Answer: When receiving services, an organization takes on the role of the service consumer
7.
Name the 3 types of service consumers:
Answer: Customer (defines the requirements), user (uses the service), sponsor (authorizes the budget)
8.
What are services?
Answer: a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks.
9.
What are products?
Answer: a configuration of organizational resources designed to offer value for a consumer. Products are usually not exclusive to one consumer group and are typically complex and not fully visible to the consumer.
10.
What is a service offering?
Answer: a formal description of one or more services, designed to address the needs of a target consumer group.
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