Lesson 5 Flashcards
This activity ensures that products and services continually meet stakeholder expectations of quality, costs, and time to market.
Design and Transition
Which of the following are the components of ENGAGE OUTPUT?
1. Product and service portfolio provided by plan
2. High-level demand for services and products provided by internal and external customers
3. Detailed requirements for services and products provided by customers
4. Requests and feedback from customers
5. Incidents, service requests, and feedback from users
6. Information on the completion of user support tasks from deliver and support
7. Market opportunities from current and potential customers
8. Consolidated demands and opportunities for plan
9. Product and service requirements for design and transition
10. Improvement status reports from improve
11. Improvements initiatives and plans from improve
12. User support tasks for deliver and support
13. Knowledge and information about third-party service components from suppliers and partners
14. Knowledge and information about new and changed products and services from design and transition and obtain or build
15. Product and service performance information from deliver and support
16. Improvement opportunities and stakeholders’ feedback for improve
17. Change or project initiation requests for obtain or build
18. Contract and agreement requirements from all value chain activities
19. Contracts and agreements with external and internal suppliers for obtain/build and design and transition
20. Knowledge and information about third-party service components for all value chain activities
21. Service performance reports for customers
22. Cooperation opportunities and feedback provided by partners and suppliers
8, 9, 12, 16, 17, 19, 20, 21
Organizations create __________ to carry out a certain task or to respond to a situation.
Value Streams
This activity ensures that the service components are available and meet the agreed specifications.
Obtain or Build
Which of the following are the components of DESIGN AND TRANSITION OUTPUT?
1. Requirements and specifications for obtain or build
2. Portfolio decisions provided by plan
3. Architectures and policies provided by plan
4. Knowledge and information about third-party service components from engage
5. Contract and agreement requirements for engage
6. Service components from obtain or build
7. Improvement initiatives and plans provided by improve
8. Knowledge and information about new and changed products and services to all value chain activities
9. New and changed products and services for deliver and support
10. Knowledge and information about new and changed products and services from obtain/build
11. Service performance information provided by deliver and support and improve
12. Performance information and improvement opportunities for improve
13. Product and service requirements provided by engage
1, 5, 8, 9, 12
This activity provides a good understanding of continual engagement, transparency, and promotes good relationships with all stakeholders.
Engage Activity
They are specific combinations of activities and practices.
Value Streams
It is an operating model that outlines the key activities required to respond to demand.
Service Value Chain
Which of the following are the components of OBTAIN OR BUILD OUTPUT?
1. Architectures and policies provided by plan
2. Goods and services provided by external and internal suppliers and partners
3. Service components for deliver and support
4. Performance information and improvement opportunities for improve
5. Contracts and agreements with external and internal suppliers and partners provided by engage
6. Knowledge and information about third-party service components from engage
7. Knowledge and information about new and changed service components to all value chain activities
8. Requirements and specifications provided by design and transition
9. Knowledge and information about new and changed products and services from design and transition
10. Change or project initiation requests provided by engage
11. Contract and agreement requirements for engage
12. Improvement status reports from improve
13.Improvement initiatives and plans provided by improve
14. Change requests provided by deliver and support
15. Service components for design and transition
3, 4, 7, 11, 15
Which of the following are the components of PLAN OUTPUT?
1. Policies, requirements, and constraints
2. Consolidated demands and opportunities
3. Value chain performance information, improvement initiatives, and plans
4. Improvement opportunities for improve
5. Product and service portfolio for engage
6. Contract and agreement requirements for engage
7. Strategic, tactical, and operational plans
8. Portfolio decisions for design and transition
9. Architectures and policies for design and transition
10. Improvement status reports
11. Knowledge and information about new and changed products and services
12. Knowledge and information about third-party
service components
4, 5, 6, 7, 8, 9
Which of the following are the components of DELIVER AND SUPPORT OUTPUT?
1. Improvement initiatives and plans provided by improve
2. Knowledge and information about new and changed service components and services from design and transition and obtain or build
3. Information on the completion of user support tasks for engage
4. Product and service performance information for engage and improve
5. Service components provided by obtain or build
6. Contracts and agreements with external and internal suppliers and partners provided by engage
7. Improvement opportunities for improve
8. Improvement status reports from improve
9. User support tasks provided by engage
10. Contract and agreement requirements for engage
11. New and changed products and services provided by design and transition
12. Change requests for obtain or build
13. Service performance information for design and transition
14. Knowledge and information about third-party service components from engage
15. Services delivered to customers and users
3, 4, 7, 10, 12, 13, 15
Which activity ensures a shared understanding of the vision, current status, and improvement direction for all products and services
Plan Value Chain
Which activity ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management?
Improve Value Chain
Which of the following are the components of IMPROVE OUTPUT?
1. Value chain performance information for plan and the governing body
2. Improvement status reports for all value chain activities
3. Product and service performance information
4. Stakeholders’ feedback
5. Improvement initiatives and plans for all value chain activities
6. Improvement opportunities
7. Knowledge and information about new and changed products and services
8. Service performance information for design and transition
9. Knowledge and information about third-party service components
1, 2, 5, 8
It facilitates value creation through the creation and management of products and services.
Service Value Chain
