5. Understand the activities of the service value chain, and how they interconnect 5.2 Describe the purpose of each value chain activity: Flashcards
a) Plan
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.
Plan: Inputs
▪ Policies, requirements and constraints provided by the organization’s governing body
▪ Consolidated demands and opportunities provided by engage
▪ Value chain performance information, improvement initiatives and plans provided by improve
▪ Improvement status reports from improve
▪ Knowledge and information about new and changed products and services from design and transition and obtain/build
▪ Knowledge and information about third party service components from engage
Plan: Outputs
▪ Strategic, tactical and operational plans
▪ Portfolio decisions for design and transition
▪ Architectures and policies for design and transition
▪ Improvement opportunities for improve
▪ Product and service portfolio for engage
▪ Contract and agreement requirements for engage
b) Improve
to ensure continual improvement of products, services and practices across all value chain activities and the four dimensions of service management.
Improve: Inputs
▪ Product and service performance information provided by deliver and support
▪ Stakeholders’ feedback provided by engage
▪ Performance information and improvement opportunities provided by all value chain activities
▪ Knowledge and information about new and changed products and services from design and transition and obtain/build
▪ Knowledge and information about third party service components form engage
Improve: Outputs
▪ Improvement initiatives and plans for all value chain activities
▪ Value chain performance information for plan and the governing body
▪ Improvement status reports for all value chain activities
▪ Contract and agreement requirements for engage
▪ Service performance information for design and transition
c) Engage
to provide a good understanding of stakeholder needs, continual engagement with all stakeholders, transparency and good relationships with all stakeholders.
Engage: Inputs
▪ Product and service portfolio provided by plan
▪ High level demand for services and products provided by customers
▪ Requests and feedback from customers
▪ Incidents, service requests and feedback from users
▪ Information on the completion of user support tasks from deliver and support
▪ Market opportunities from current and potential customers and users
▪ Cooperation opportunities and feedback provided by partners and suppliers
▪ Contract and agreement requirements from all value chain activities
▪ Knowledge and information about new and changed products and services from design and transition and obtain/build
▪ Knowledge and information about third party service components from suppliers and partners
▪ Product and service performance information from deliver and support
▪ Improvements initiatives and plans from improve
▪ Improvement status reports from improve
Engage: Outputs
▪ Consolidated demands and opportunities for plan
▪ Product and service requirements for design and transition
▪ User support tasks for deliver and support
▪ Improvement opportunities and stakeholders’ feedback for improve
▪ Change or project initiation requests for obtain/build
▪ Contracts and agreements with external and internal suppliers and partners for obtain/build and design and transition
▪ Knowledge and information about third party service components for all value chain activities
▪ Service performance reports for customers
d) Design & transition
to ensure that products and services continually meet stakeholder expectations for quality, costs and time to market.
Design & transition: Inputs
▪ Portfolio decisions provided by plan
▪ Architectures and policies provided by plan
▪ Product and service requirements provided by engage
▪ Improvement initiatives and plans provided by improve
▪ Improvement status reports from improve
▪ Service performance information provided by deliver and support and improve
● Are certain targets met?
● Was transition successful?
▪ Service components form obtain/build
▪ Knowledge and information about third party service components from engage
▪ Knowledge and information about new and changed products and services from obtain/build
● Product specifications, known errors information
Design & transition: Outputs
▪ Requirements and specifications for obtain/build
▪ Contract and agreement requirements for engage
▪ New and changed products and services to deliver and support
▪ Knowledge and information about new and changed products and services to all value chain activities
▪ Performance information and improvement opportunities for improve
e) Obtain/build
to ensure that service components are available when and where they are needed, and meet agreed specifications.
Obtain/build: Inputs
▪ Architectures and policies provided by plan
▪ Contracts and agreements with external and internal suppliers and partners provided by engage
▪ Goods and services provided by external and internal suppliers and partners
● Engage – Information, interaction, and engagement
● Obtain/Build – components, goods, and services
▪ Requirements and specifications provided by design and transition
▪ Improvement initiatives and plans provided by improve
▪ Improvement status reports from improve
▪ Change or project initiation requests provided by engage
▪ Change requests provided by deliver and support
▪ Knowledge and information about new and changed products and services from design and transition
▪ Knowledge and information about third party service components from engage
Obtain/build: Outputs
▪ Service components for deliver and support
▪ Service components for design and transition
▪ Knowledge and information about new and changed service components to all value chain activities
▪ Contract and agreement requirements for engage
▪ Performance information and improvement opportunities for improve
