Service Management Concepts

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Across
  1. 3. Framework used in managing IT enabled services
  2. 5. Includes costs of staff, technology, and other resources, which the consumer does not need to provide
  3. 6. A person who authorizes the budget for service consumption
  4. 8. Provisions services
  5. 10. Service relationships are established between two or more organizations to [?} value
  6. 11. A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption
  7. 13. Perceived benefits, usefulness, and importance of something
  8. 15. Fit for use
  9. 16. Person or a group of people that has its own functions
  10. 17. Ownership is transferred to the consumer
  11. 19. Receives services
  12. 20. Functionality offered by a product or service to meet a particular need
Down
  1. 1. Amount of money spent on a specific activity or resource
  2. 2. in a service [?], organizations will take on the roles of service providers or service consumers
  3. 4. A set of specialized organizational capabilities for enabling value for customers in the form of services
  4. 6. Enabling value co-creation by facilitating outcomes that customers want to achieve
  5. 7. Tangible or intangible deliverable of an activity
  6. 9. Service providers help their consumers to achieve [?]
  7. 12. A possible event that could cause harm or loss, or make it more difficult to achieve objectives
  8. 14. Goods,access to resources,and service requests
  9. 18. Configuration of an organization's resources designed to offer value for a consumer