9. Service Value Chain

Question 1

An operating model for service providers that covers all the key activities required to effectively manage products and services

Answer 1

Service Value Chain

Question 2

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

Answer 2

Deliver and support

Question 3

The value chain activity that ensures products and services continually meet stakeholders expectations for quality, costs, and time to market

Answer 3

Design and transition

Question 4

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

Answer 4

Engage

Question 5

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

Answer 5

Improve

Question 6

The value chain activity that ensures service components are available when and where they are needed and that they meet agreed specifications

Answer 6

Obtain/build

Question 7

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

Answer 7

Plan