2: Understanding Service Strategy

Question 1

A service demonstrates value through what it enables ___

Answer 1

Customers to do

Question 2

A service is valuable when the ___ is higher than the ___

Answer 2

Value achieved

Cost of purchasing the service

Question 3

The value of a strategy is the level to which a ___ meet’s ____

Answer 3

service

customer’s expectations

Question 4

The scope of the service strategy stage of the lifecycle covers defining a strategy to meet a ____ and defining a strategy for ___

Answer 4

Customer’s business outcomes

Managing those services

Question 5

The objectives of the service strategy stage of the lifecycle include the ___ of the ___ and ___

Answer 5

Definition
Strategy
Governance control

Question 6

The purpose of the service strategy stage lifecycle is to provide ___ to ___

Answer 6

strategy

the entire lifecycle

Question 7

To understand the value of a service the IT service provider needs what 3 pieces of information?

Answer 7

1. The services IT delivered
2. What the service achieved
3. What the services cost

Question 8

Utility is ____ / “fit for ___”

Answer 8

What the service does

Purpose

Question 9

What 3 areas make up a customer’s understanding of value

Answer 9

1. The business outcomes achieved
2. The customer’s preferences
3. The customers perception of what was delivered

Question 10

The starting point of a customer’s perception is the ___ and it is based on what the customer has ____

Answer 10

Reference value

Heard about the service

Question 11

The ___ in a customer ‘s perception are the additional benefits

Answer 11

Positive difference

Question 12

The ___ is what a customer could lose if they invested in a service

Answer 12

Negative difference

Question 13

The final perception of the service is the ___ of value minus the ___

Answer 13

Customer’s perception

Negatives

Question 14

The ___ is the customer’s perception to the overall value of the service.

This is measured by the customer in terms of the ability of the service to meet ___

Answer 14

Economic value

Requirements

Question 15

Warranty is how ___ / “fit for ___”

Answer 15

A service is delivered

Use

Question 16

Warranty provides assurance that a service will ___ and be ___

Answer 16

Meet agreed requirements

Reliable

Question 17

Utility is the ___ of a service to meet a need

Answer 17

Functionality

Question 18

A component of a PBA documentation that includes performance, security, availability, and privacy

Answer 18

Requirements

Question 19

Define asset

Answer 19

Any resource or capability

Question 20

A customer asset is ___ used by a customer to ___

Answer 20

Any resource or capability

Achieve a business outcome

Question 21

You can create value through what two elements of a service?

Answer 21

Utility

Warranty

Question 22

Define resources

Answer 22

Direct inputs for the production of services

Question 23

PBA stands for

Answer 23

pattern of business activity

Question 24

Any resource or capability is ___

Answer 24

an asset

Question 25

A resource is a ___ for the __

Answer 25

direct input | production of services

Question 26

A resource needs a ___ to create value

Answer 26

capability

Question 27

Money, applications, information, infrastructure, and number of people are all examples of ___

Answer 27

resources

Question 28

A Capability is an asset that ___

Answer 28

represents an organization's ability to do something to achieve value

Question 29

A capability is typically ___ or ___ based

Answer 29

knowledge | information

Question 30

A capability needs ___ to create value

Answer 30

resources

Question 31

Experience, management, organization, processes, people (skills & resources) are all examples of __

Answer 31

capabilities

Question 32

A service asset is any __ or ___ used by the ___ to ___

Answer 32

resource capability service provider deliver services

Question 33

A customer asset is any __ or __ used by the __ to achieve a ___

Answer 33

resource capability customer business outcome

Question 34

Governance is ensuring ___ and ___ are implemented and followed

Answer 34

policies | strategies

Question 35

Governance is ensuring policies and strategies are ___ and ___

Answer 35

implemented and followed

Question 36

___ unites the IT service provider's approach with that of the organization

Answer 36

Governance

Question 37

The four characteristics of value are:

Answer 37

1. Value is defined by customers 2. Affordable mix of features 3. Achievement of objectives 4. Value changes over time and circumstances

Question 37

Define Risk

Answer 37

The likelihood or potential for something to happen

Question 38

The 3 stages of risks are

Answer 38

Identifying Risks Analysis of Risks Managing Risks

Question 39

In the Identifying Risk stage of risk, you should capture __ but dont have to immediately __ or __

Answer 39

impact explain quantify

Question 41

In the Analysis of Risk stage of risk is where you consider the impact of if ___

Answer 41

a risk becomes a reality

Question 42

In the Identifying Risk stage of risk, risk should be ___ including ___

Answer 42

documented | potential consequences

Question 42

In the Managing Risks stage of risk, each risk should have ___

Answer 42

an individual action plan

Question 43

A risk register is a ___ and is used and what stage of risk?

Answer 43

centralized record of risks | Identifying Risk

Question 44

A risk individual action plan should have ___ and ___

Answer 44

initial documentation | outcomes from analysis

Question 45

A collection of risk individual actions form a ___

Answer 45

overall risk management plan

Question 47

A component of a PBA documentation that includes frequency, volume, location, and duration

Answer 47

Analysis

Question 48

Once a PBA is identified is should be documented with what 4 components?

Answer 48

Classification Analysis Requirements Service Asset Requirements

Question 50

A service asset is ___ used by a ___ to deliver services to a customer

Answer 50

Any resource or capability Service provider

Question 50

A component of a PBA documentation that includes the type of PBA, origin, and impact of outcomes

Answer 50

Classification

Question 51

A Service Asset Requirement is a component of a PBA documentation that is used by design teams to understand ___in terms of resource and capability

Answer 51

what is required to support the PBA

Question 52

A component of a PBA documentation that is used by design teams to understand what is required to support PBA in terms of resource and capability

Answer 52

Service Asset Requirement