C846-2

Question 1

P.E.S.T.L.E

Answer 1

Political
Economic
Social
Technological
Legit
Environment

Question 2

What are the four dimensions that are critical to the effective and efficient facilitation of value for customers and other stakeholders in the form of products and service?

Answer 2

Organizations and People
Information and Technology
Partners and Suppliers
Value Streams and Processes

Question 3

What represents perspectives which are relevant to the whole SVS?

Answer 3

The Four Dimensions

Question 4

The first dimension of service management is

Answer 4

Organizations and People

Question 5

_________ are a key element on the Organization and People dimension

Answer 5

People

Question 6

Which dimension covers roles and responsibilities, formal organizational structures, culture, and required staffing and competencies, all of which are related to the creation, delivery, and improvement of a service.

Answer 6

Organization and People

Question 7

The second dimension of service management is

Answer 7

Information and Technology

Question 8

Which dimension includes information and knowledge necessary for the management of services, as well as the technologies required.

Answer 8

Information and Technology

Question 9

________ incorporates the relationships between different components of the SVS, such as inputs and outputs of activities and practices.

Answer 9

Information and Technology

Question 10

________ includes information created, managed, and used in the course of service provision and consumption, and the technologies that support and enable that service.

Answer 10

Information and technology

Question 11

______ is the primary means of enabling customer value.

Answer 11

Information

Question 12

How information is exchanged between different services and service components belongs to which dimension.

Answer 12

information and Technology

Question 13

A model for enabling on-demand network access to a shared pool of configurable computing resources that can be provided with minimal management effort or provider interaction.

Answer 13

Cloud Computing

Question 14

The challenges of information management, such as those presented by security and regulatory compliance requirements, belong to which dimension?

Answer 14

Information and Technology

Question 15

The third dimension of service management is

Answer 15

Partners and Suppliers

Question 16

Every organization and every service depends to some extent on ______ provided by other organizations

Answer 16

Services

Question 17

Which dimension encompasses an organization’s relationships with other organizations that are involved in th design, development, delivery, support, and/or continual improvement of service?

Answer 17

Partners and Suppliers

Question 18

Which dimension incorporates contracts and other agreements between the organization and its partners or suppliers?

Answer 18

Partners and Suppliers

Question 19

When it comes to Partners and Suppliers, an organization’s strategy should be based on its ___________

Answer 19

Goals
Culture
Business Environment

Question 20

An example of a Goods Supply

Answer 20

Computers and Phones

Question 21

An example of Service Delivery

Answer 21

Cloud Computing

Question 22

An example of Service Partnership

Answer 22

Shared goals (Value Co-created)

Question 23

Service integration and management is a method an organization may use to address which dimension?

Answer 23

Partners and Suppliers

Question 24

This involves the use of a specially established integrator to ensure that service relationships are properly coordinated

Answer 24

Service Integration and Management

Question 25

Some organizations prefer to focus on their core competency and to outsource non-core supporting functions to third parties. Others may prefer to start as self-sufficient as possible, retaining full control over all important functions.

Answer 25

Strategic Focus

Question 26

Some organizations have a historical preference for one approach over another. Longstanding culture bias is difficult to change without compelling reasons.

Answer 26

Corporate Culture

Question 27

If a required resource or skillset is on short supply, it may be difficult for the service provider to acquire what is needed without engaging a supplier.

Answer 27

Resource Scarcity

Question 28

A decision may be influenced by whether the service provider believes that it is more economical to source a particular requirement from a supplier.

Answer 28

Cost Concern

Question 29

The service provider may believe that it is less risky to use a supplier that already has expertise in a required area, rather than trying to develop and maintain the ______ in house.

Answer 29

Subject Matter Expertise

Question 30

Government regulation or policy, industry code of conduct, and social, political, or legal constraints may impact an organization's supplier strategy.

Answer 30

External Constraints

Question 31

Customer activity or request for services may be seasonal or demonstrate high degree or variability. These may impact the extent to which organizations use external service providers to cope with variable demand.

Answer 31

Demand Patterns

Question 32

The fourth dimension of service management

Answer 32

Value Streams and Processes

Question 33

Which dimension defines the activities, workflow, controls, and procedures needed to achieve agreed objectives

Answer 33

Value Streams and Processes

Question 34

Which dimension is concerned with how the various parts of the organization work in an integrated and coordinated way to enable value creation through products and services.

Answer 34

Value Streams and Processes

Question 35

Which dimension focuses on what activities the organization undertakes and how they are organized, as well as how the organization ensures that it is enabling value creation for all stakeholders efficiently and effectively

Answer 35

Value Streams and Processes

Question 36

A series of steps that an organization uses to create and deliver products and services to a service consumer

Answer 36

Value Stream

Question 37

A set of patterns within the value chain operation

Answer 37

Value Stream

Question 38

What is a combination of the organization's value chain activities

Answer 38

Value Stream

Question 39

True or False Identifying and understanding the various value streams an organization has is critical to improving its overall performance.

Answer 39

True

Question 40

Structuring the organization's activities in the form of _________________ allows it to have a clear picture of what it delivers and how, and to make continual improvements to its service.

Answer 40

Value Streams

Question 41

A set of activities that transform input to output

Answer 41

Processes

Question 42

Describes what is done to accomplish an objective.

Answer 42

Processes

Question 43

outlines who is involved in the process

Answer 43

Procedures

Question 44

Explains how processes are carried out

Answer 44

Work Instructions