General Study Flashcards
What are the 7 Guiding Principles
Focus on value Start where you are Progress iteratively with feedback Collaborate and promote visibility Think and work holistically Keep it simple and practical Optimize and automate
Focus on Value
What is the value being created for customers and stakeholders
Start where you are
Assess resources you already have and go from there.
Research objectively and know risks.
Progress iteratively with feedback
Breakdown the work in small, manageable iterations with a feedback loop that will effect the next iteration.
This will improve quality and make effective decisions.
Collaborate and promote visibility
Working with others within the organization to share info and improve products and value.
Think and work holistically
Working as a whole in an integrated way to deliver results.
Understand how different parts work together.
Keep it simple and practical
If a component doesn’t add value, remove it from the equation.
Optimize and automate
Maximize the value of work and automate to save cost, remove human error, and enhance employee experience.
What are the 4 dimensions of Service Management?
Organizations and People
Information and technology
Partners and suppliers
Value streams and processes
Organizations and People
- Roles, responsibilities, reporting lines, systems of authority, communication
- Structure
- Culture
Information and technology
Data and managing it
Partners and suppliers
Relationships with other organizations.
Address partners and suppliers with SIAM.
What is SIAM?
Service Integration and management
Value streams and processes
Steps used to create and deliver products.
Combination of value chain activities.
Service Value System (SVS)
Value-oriented operating model allowing an organization to create a combination of activities and components to help the organization
SVS input
Opportunity - prospects to add value and improve
Demand - need/desire for products and services
SVS output
Value to consumers and customers
What are the 5 core components of SVS
The 5 elements
Service value chain Guiding principles Governance Practices Continual improvement
What are the 6 value chain activities
Plan Improve Engage Design and transition Obtain/build Deliver and support
Plan
Service value chain
Ensure understanding of the vision, current status and improvement direction for all four dimensions and all products/services across the organization
Improve
Service value chain
Ensure continual improvement of products, services, and practices
Engage
Service value chain
Provide an understanding of stakeholder needs , transparency, and continual engagement and good relationships with stakeholders
Design and transition
Service value chain
Ensure products and services meet stakeholder expectations for quality, cost, and time-to-market
Obtain/build
Service value chain
Ensure service components are available when/where they are needed, and meet specifications
Deliver and support
Service value chain
Ensure services are delivered and supported according to agreed specifications and stakeholder expectations
