General Study

Question 1

What are the 7 Guiding Principles

Answer 1

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

Question 2

Focus on Value

Answer 2

What is the value being created for customers and stakeholders

Question 3

Start where you are

Answer 3

Assess resources you already have and go from there.

Research objectively and know risks.

Question 4

Progress iteratively with feedback

Answer 4

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.

Question 5

Collaborate and promote visibility

Answer 5

Working with others within the organization to share info and improve products and value.

Question 6

Think and work holistically

Answer 6

Working as a whole in an integrated way to deliver results.

Understand how different parts work together.

Question 7

Keep it simple and practical

Answer 7

If a component doesn’t add value, remove it from the equation.

Question 8

Optimize and automate

Answer 8

Maximize the value of work and automate to save cost, remove human error, and enhance employee experience.

Question 9

What are the 4 dimensions of Service Management?

Answer 9

Organizations and People
Information and technology
Partners and suppliers
Value streams and processes

Question 10

Organizations and People

Answer 10

• Roles, responsibilities, reporting lines, systems of authority, communication
• Structure
• Culture

Question 11

Information and technology

Answer 11

Data and managing it

Question 12

Partners and suppliers

Answer 12

Relationships with other organizations.

Address partners and suppliers with SIAM.

Question 13

What is SIAM?

Answer 13

Service Integration and management

Question 14

Value streams and processes

Answer 14

Steps used to create and deliver products.

Combination of value chain activities.

Question 15

Service Value System (SVS)

Answer 15

Value-oriented operating model allowing an organization to create a combination of activities and components to help the organization

Question 16

SVS input

Answer 16

Opportunity - prospects to add value and improve

Demand - need/desire for products and services

Question 17

SVS output

Answer 17

Value to consumers and customers

Question 18

What are the 5 core components of SVS

The 5 elements

Answer 18

Service value chain
Guiding principles
Governance
Practices
Continual improvement

Question 19

What are the 6 value chain activities

Answer 19

Plan
Improve
Engage
Design and transition
Obtain/build
Deliver and support

Question 20

Plan

Service value chain

Answer 20

Ensure understanding of the vision, current status and improvement direction for all four dimensions and all products/services across the organization

Question 21

Improve

Service value chain

Answer 21

Ensure continual improvement of products, services, and practices

Question 22

Engage

Service value chain

Answer 22

Provide an understanding of stakeholder needs , transparency, and continual engagement and good relationships with stakeholders

Question 23

Design and transition

Service value chain

Answer 23

Ensure products and services meet stakeholder expectations for quality, cost, and time-to-market

Question 24

Obtain/build

Service value chain

Answer 24

Ensure service components are available when/where they are needed, and meet specifications

Question 25

Deliver and support

Service value chain

Answer 25

Ensure services are delivered and supported according to agreed specifications and stakeholder expectations