Key Concepts of Creating Value with Services

1. Outcomes

1.1. Organization produce outputs

1.1.1. Intangible/tangible activities

1.2. One more outputs result outcome

1.3. Customer and provider work together to define outcomes

2. Costs

2.1. Amount of money spent on a specific activity or resources

2.2. 2 types of costs

2.2.1. Cost removed by the provider from the consumer

2.2.1.1. staff, technology, resources...

2.2.2. Cost Imposed on the consumer by the provider

2.2.2.1. price charge, staff training....

3. Risks

3.1. Possible event that could cause harm or lost

3.2. 2 types of risks

3.2.1. Risk removed by the provider from the consumer

3.2.1.1. hardware failure

3.2.2. Risk Imposed on the consumer by the provider

3.2.2.1. SP experiencing security or data breach

3.3. Consumer reduce the risk

3.3.1. participating in the definition of requirement

3.3.2. communicating the critical success factor

3.3.3. insure the provider has access to resources