set of specialized organizational capabilities for enabling value to customers in form of services
value
perceived benefits, usefulness and importance of something.
utility + warranty (+ perception)
customer
defines requirements for services
sponsor
authorizes budgets for services
supplier
external partner who provides services to the organization
organization
group of people that has its own functions, responsibilities and authorities to achieve specific objectives
service
means of enabling value co-creation by facilitating outcomes that customers want to achieve without the customer having to manage specific costs and risks
product
a configuration of resources that will potentially be valuable to customers
service offering
specific mix of services and products sold to a customer.
goods: ownership is transferred to customer
access to resources: customer is allowed to use it
service actions: things the service provider does for the customer
output
a deliverable of an activity
outcome
a result for a stakeholder enabled by one or more outputs
cost
can be removed from customer or can be imposed on customer
utility
fit for purpose, service does what its sposed to
warranty
fit for use. service does this good enough.
availability, capacity, continuity, security good enough? (customer defines this)
