C846-5 Flashcards
The central element of the SVS
Service Value Chain
An operating model which outlines the key activities required to respond to demand and facilitate value realization through the creation and management of products and services.
Service Value Chain
What are the six Value Chain activities
Plan Improve Engage Design and Transition Obtain/Build Deliver and Support
What represents the steps an organization takes in the creation of value?
The Six Value Chain activities
Do the six value chain activities transform inputs into outputs?
Yes
All incoming and outgoing transactions with parties external to the value chain are performed via _______
Engage
All resources are obtained through
Obtain/Build
Planning at all levels is performed via
Plan
Improvements at all levels are initiated and managed via _______.
Improve
Specific combinations of activities and practices. Each one is designed for a particular scenario.
Service Value Stream
To carry out a certain task or respond to a particular situation, organizations create ____________
Service Value Streams
What combines practices and value chain activities in various ways to improve products and services and increase potential value for the consumers and the organization.
Value Streams
A test implementation of a service with a limited scope in a live environment
Pilot
What proclaimed new approaches to software development, and valued customer experience, collaboration, and rapid changes over detailed planning and documentation, controls, and requirements?
Agile Manifesto
All service management activities should continually ________, _________, and __________ feedback.
Provide
Collect
Process
Which activity is 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
Which activity is to ensure continental improvement of products, services, and practices across all value chain activities and the four dimensions of service management?
Improve
Which activity is to provide a good understanding of stakeholder needs, transparency, and continual engagement and good relationships with all stakeholders.
Engage
Which activity is to ensure that products and services continually meet stakeholder expectations for quality, costs, and time to market?
Design and Transition
Which activity is to ensure service components are available when and where they are needed, and meet agreed specifications
Obtain/Build
Which activity is to ensure that services are delivered and supported according to agreed specifications and stakeholders’ expectations
Deliver and Support
