Lesson 4

Question 1

Service Value Chain

Answer 1

1. Plan
2. Improve
3. Engage
4. Design and Transition
5. Obtain or Build
6. Deliver and Support

Question 2

Plan

Answer 2

vision; goal; current status

Question 3

Engage

Answer 3

engage/talk to stakeholders

Question 4

Design and Transition

Answer 4

design all aspects and knowledge transfer

Question 5

Obtain or Build

Answer 5

whether acquired or built; component come through here

Question 6

Governance Activities

Answer 6

• Evaluate
• Direct Activity
• Monitor

Question 7

Continual Improvement Model

Answer 7

1. What is the vision?
2. Where are we now?
3. Where do we want to be?
4. How do we get there?
5. Take action
6. Did we get there?

Question 8

SMART acronym

Answer 8

• Specific
• Measurable
• Achievable
• Relevant
• Time-bound