Chapter 3

Question 1

What are the four dimensions of Service Management?

Answer 1

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

Question 2

What is the Service Value System?

Answer 2

Describes how all the components and activities of the organization unite as a system to enable value creation.

Question 3

What is the purpose of the SVS?

Answer 3

To ensure that the organizations continually co-create value with all stakeholders in line with the organization’s objectives.

Question 4

What are the key inputs to the SVS?

Answer 4

Opportunity and demand.

Question 5

What is the outcome of the SVS?

Answer 5

Value–the perceived benefits, usefulness, and importance of something.

Question 6

What is Governance?

Answer 6

The means by which an organization is directed and controlled. Evaluate -> Direct -> Monitor.

Question 7

What are the 6 value chain activities?

Answer 7

Plan
Improve
Engage
Design and Transition
Obtain and Build
Deliver and Support