Essentials Flashcards
What is the difference between an output and an outcome?
Output: A tangible or intangible deliverable of an activity.
Outcome: A result for a stakeholder enabled by one or more outputs.
Complete the gaps
Acting as a service provider, an organization produces [A] that help its customers to achieve certain [B]
A: outputs
B: outcomes
Definition of utility
The functionality offered by a product or service to meet a particular need
-> Fit for purpose
Definition of warranty
The assurance that a product or service will meet agreed requirements
-> Fit for use
Fit for purpose? What the service does?
Utility
Fit for use? How the service performs?
Warranty
What is the purpose of the plan value chain activity?
The purpose of the plan value chain activity is to ensure (A) a shared understanding of the (1) vision, (2) current status, and (3) improvement direction for (B) all four dimensions and all products and services across the organization.
What is the purpose of the engage value chain activity?
The purpose of the engage value chain activity is to provide a good understanding of (1) stakeholder needs, (2) transparency, and (3) continual engagement and good relationships with all stakeholders.
What is the purpose of the improve value chain activity?
The purpose of the improve value chain activity is to ensure continual improvement of (1) products, services, and (2) practices across all (A) value chain activities and (B) the four dimensions of service management.
What is the purpose of the obtain/build value chain activity?
The purpose of the obtain/build value chain activity is to ensure that service components are available when and where they are needed, and meet agreed specifications.
What is the purpose of the deliver and support value chain activity?
The purpose of the deliver and support value chain activity is to ensure that services are delivered and supported according to agreed specifications and stakeholders’ expectations.
