(5) Service Value Chain

Question 1

Service Value Chain

Answer 1

SVCh is an operating model which outlines the key activities required to respond to demand and facilitate value creation through the creation and management of products and services.

Question 2

What are activities of SVCh

Answer 2

“1. Plan

2. Improve
3. Engage
4. Design & Transition
5. Obtain/build
6. Deliver & support”

Question 3

Purpose of SVC Plan activity

Answer 3

To ensure a shared understanding of the vision, current status and improvement direction for all four dimensions and all products and services across the organization.

Question 4

Purpose of SVC Improve activity

Answer 4

to ensure continual improvement of products, services and practices across all value chain activities and the four dimensions of service management.

Question 5

Purpose of SVC Engage activity

Answer 5

to provide a good understanding of stakeholder needs, continual engagement with all stakeholders, transparency and good relationships with all stakeholders.

Question 6

Purpose of SVC Design & Transition activity

Answer 6

To ensure that products and services continually meet stakeholder expectations for quality, costs and time to market.

Question 7

Purpose of SVC Obtain/build activity

Answer 7

To ensure that service components are available when and where they are needed, and meet agreed specifications.

Question 8

Purpose of SVC Deliver & support activity

Answer 8

To ensure that services are delivered and supported according to agreed specifications and stakeholders’ expectations.

Question 9

Service Value Streams

Answer 9

Specific combinations of activities and practices, and each one is designed for a particular scenario