5.2

Question 1

Describe the purpose of each value chain activity:

a) Plan
b) Improve
c) Engage
d) Design & transition
e) Obtain/build
f) Deliver & support

Answer 1

Plan - The value chain activity that ensures a shared understanding of the vision, current status, and
improvement direction for all four dimensions and all products and services across an organization.

Improve - The value chain activity that ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.

Engage - The value chain activity that provides a good understanding of stakeholder needs,
transparency, continual engagement, and good relationships with all stakeholders.

Design and transition - The value chain activity that ensures products and services continually meet stakeholder expectations for quality, costs, and time to market.

Obtain/build - The value chain activity that ensures service components are available when and where they are needed, and that they meet agreed specifications.

Deliver and support - The value chain activity that ensures services are delivered and supported
according to agreed specifications and stakeholders’ expectations.