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Fenster schliessen

Describe the interaction part in the service logic and the role of the customer and service provider.

service logic (value-in use) vs. product logic (value in exchange-> production<-> consumption -> product<-> money)

Only the customer creates value when using resources for the purpose of the customer( value-in-use) . The provider co-creates value by providing such resources

The interaction part is the part where the provider participates as co-creator of value in the customer's value creation

Fenster schliessen

Name the four IHIP Criteria and explain one of these in detail.

In general the IHIP criteria describes the basic characteristics of a service:

 Difficult to evaluate the result upfront
 Purchasing process takes more time …

judging of performance.We can even using a benchmarking program to test the performance of the computer.  For a service, however, things are not so straightforward

 Low level of standardization
 Difficult to compare

maybe: the service is provided differently by different people and even by the same person differently on different days

 Direct customer contact throughout the whole process
 Customer is part of the service delivery process
 Perishability (non-storable)
 Cannot be produced in advance
 Variations of volume cannot be buffered

They cannot be stored.  This means that at times of high demand the level of provision of the service must also be high.   not possible to take advantage of slack periods to produce a buffer of the units of service, e.g. lecturing

Fenster schliessen

What determines output quality for service? 

The service quality is determined by two factors.

Technical quality(What) - Is the outcome of the service process

Functional quality(How) - Are following attributes of the Process: Attitudes: Behaviors, Accessibility, Punctuality, Trustworthiness, Capability to handle failures and mistakes

the qualit is then influenced by the image -> as a result there is a customer perceived quality

Fenster schliessen

First describe the RACI Model. Differentiate between the process owner and the process manager on the basis of the RACI model.

Model used to help define roles and responsibilities (Service Design, Continual Service improvement)


– the person or people responsible for correct function

Several people may be responsible for executing parts of the activity!


– the person who has ownership of quality and the end result

– Only one person can be accountable for each task!


– the people who are consulted and whose opinions are sought ( someone who has information or capabilities necessary to complete work)


– the people who are kept up to date on progress.

Service owner

accountable for the delivery of a specific IT service

Process owner

– accountable for ensuring that a process is fit for purpose


Process manager

– responsible for the operational management of a process

Fenster schliessen

Differentiate between internal, shared and external service providers.

provider that provides IT services to  internal or external customers


internal: a provider embedded within a business unit  and provides services to it

shared:  shared IT services to more than one business unit

external: provider provides IT services to external customers

Fenster schliessen

What are the general roles for all ITIL processes? Describe the characteristics of these roles?

Service Owner: accountable for the delivery of a specific IT service
Process Owner: accountable for ensuring that a process is fit for purpose
Process Manager: responsible for the operational management of a process

Fenster schliessen

Accountable vs. responsible

·                     Accountable: Ownership of a process, and/or activity. The person who is held accountable and ensures that the goals and objectives of a process are being followed.

·                     Responsible: Performer of a task. The person responsible for getting the task/activity done. This person gets the work done and does not necessarily have the authority to ensure that others are getting their tasks completed.


Accountable roles oversee or "own" the process or task; responsible roles execute or perform one or more aspects of the process or task.


For example: A CIO is accountable for the quality of all IT services, including the results produced by the IT staff and suppliers.  However, the CIO  does not personally manage or perform all of the tasks required to deliver those services.  He or she delegates that responsibility to others in the IT or supplier organization. 


è "accountability for results" and "responsibility for doing the work".

Fenster schliessen

As you know from the Service Strategy there are two value aspects from the customer's perspective. Name them both and explain them shortly. 

Utility: fitness for purpose (what the customer receives) ;

Warranty: fitness for use (how it is delivered) 

-          Core of the service concept

-          From customer’s perspective value consists two core components:


Utility: Fitness for purpose, which is utility (what the customer receives) -> functionality offered by a service to meet a particular need -> increase performance average of an organization


Warranty: Fitness for use, which is warranty (how it is delivered)-> a promise or guarantee that a service will meet its agreed requirements

-          Availability, capacity, continuity and information security that are necessary to meet customers’ requirements -> reduces the performance variation of an organisation


->  Customers cannot benefit from something that is fit for purpose but not  fit for use, and vice versa!