Key concepts of Service Management

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Across
  1. 2. A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific [?] and risks
  2. 3. [?] are one or more services that fulfils the needs of a service consumer
  3. 4. Activities performed by an organisation to provide services and/or goods is called [?]
  4. 6. [?] is assurance that a product or service will meet agreed 'fit for use' requirements
  5. 7. Costs removed from the consumer are part of the [?] proposition
Down
  1. 1. A cooperation between a service provider and service consumer is called a service [?]
  2. 2. [?] defines the requirements for a service and takes responsibility for the outcomes of service consumption
  3. 5. [?] is the functionality offered by a product or service to meet a particular need