Lesson 5: Service Value Chain Flashcards

1
Q

How many activities are there in the service value chain?

A

Six

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2
Q

What are the six activities in the service value chain?

A
  1. Plan
  2. Improve
  3. Engage
  4. Design and transition
  5. Obtain/build
  6. Deliver and support
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3
Q

What is involved in the “plan” activity of the service value chain?

A

Ensure a shared understanding of the vision, current status, and direction.

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4
Q

What is involved in the “improve” activity of the service value chain?

A

Ensure continual improvement.

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5
Q

What is involved in the “engage” activity of the service value chain?

A

Understand the stakeholders’ needs, facilitate transparency, and continually engage.

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6
Q

What is involved in the “design and transition” activity of the service value chain?

A

Ensure products and services meet expectations for cost, quality, and time-to-market. Also includes management and implementation of changes.

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7
Q

What is involved in the “obtain/build” activity of the service value chain?

A

Acquisition or building of components.

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8
Q

What is involved in the “deliver and support” activity of the service value chain?

A

Day-to-day delivery of solutions and support for user needs.

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9
Q

Input/Output relationships are interconnected in what manner?

A

Complex and dense.

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10
Q

What are the four types of Input/Output relationships?

A
  1. Linear
  2. One-to-one
  3. One-to-many
  4. Many-to-one
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11
Q

During the “plan” activity of the service value chain, why must one consider all four dimensions of service?

A

To ensure a holistic approach.

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12
Q

Which activity in the service value chain is the only one to receive input from all other activities, including itself, and sends to all other activities, including itself?

A

The “improve” activity.

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13
Q

Which activity in the service value chain is concerned primarily with service consumers?

A

The “engage” activity.

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14
Q

During which service value chain activity is the transfer of knowledge of the improved product or service to other service value chain activities?

A

The “transition” element of “design and transition.”

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15
Q

To what activity are components sent after the “obtain/build” activity?

A

The “transition” element of the “design and transition” activity.

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16
Q

Which service value chain activity includes establishing enterprise architecture?

A

Plan

17
Q

Which service value chain activity includes reviewing service performance with customers?

A

Engage

18
Q

Which service value chain activity includes communication with customers and users?

A

Engage

19
Q

Which service value chain activity includes the introduction of new or changed services?

A

Design and transition

20
Q

Which service value chain activity uses service components to fulfill service requests?

A

Deliver and support

21
Q

Which service value chain activity provides stakeholder feedback for improvements?

A

Engage

22
Q

Which service value chain activity includes providing components?

A

Obtain/Build

23
Q

Which service value chain activity produces requirements and specifications?

A

Design and transition