Module 3: Service Value Chain Flashcards
Name the six Service Value Chain activities:
- Plan
- Improve
- Engage
- Design & Transition
- Obtain/Build
- Deliver & Support
The _______ _______ ________ is the ecosystem that describes how all the components and activities of an organization work together as a system to enable value creation. Hint: it’s the business model for ITIL, what we need to be successful.
service value system
The purpose of the service value system is to continually co-create ______ with stakeholders.
value
What are the components of the Service Value System? (Hint: There are 5)
- Guiding Principles
- Governance
- Service Value Chain
- Practices
- Continual improvement
The __________ __________ are recommendations that can guide an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure.
guiding principles
_____________ is the means by which an organization is directed and controlled
Governance
A set of interconnected activities that an organization performs to deliver a valuable product or service to its consumers and to facilitate value realization is known as the ________ _________ _________. During this, inputs are transformed into _________.
Service Value Chain; outcomes
___________ are sets of organizational resources designed for performing work or accomplishing an objective. These are larger than a process, examples are lawyers, doctors, that have many processes.
Practices
A recurring organizational activity performed at all levels to ensure the organization’s performance continually meets stakeholders’ expectations is known as __________ _____________.
Continual improvement
Working in _____ is discouraged, the components of the SVS should work together and collaborate across teams.
silos
The purpose of the _______ value chain activity is to ensure a shared understanding of the vision, current state, and improvement direction for all four dimensions and all products and services across the organization. It involves all levels of the organization.
Plan
The key inputs in the Service Value Chain are known as the _________.
Demand
The purpose of the _________ value chain activity is to ensure continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management. It occurs at all levels and has gradual, incremental alignment.
Improve
The purpose of the ________ value chain activity is to provide a good understanding of stakeholder needs, continual engagement with all stakeholders, transparency and good relationships with all stakeholders. It includes all incoming and outgoing interactions.
Engage
The purpose of the _______ and __________ value chain activity is to ensure that products and services continually meet stakeholder expectations for quality, costs, and time to market. This includes gathering requirements to design a great product/service.
Design & Transition
The purpose of the ________/_______ value chain activity is to ensure that service components are available when and where they are needed, and meet agreed specifications.
Obtain/Build
The purpose of the ________ and _______ value chain activity is to ensure that services are delivered and supported according to agreed specifications and stakeholders expectations. A common output is a “request for ______.”
Deliver & Support; change
Practice: Which value chain activity ensures people understand the organization’s vision?
a. Improve
b. Plan
c. Deliver & Support
d. Obtain/Build
b. Plan
Practice: Which statement about the value chain activities is CORRECT?
a. Every practice belongs to a specific value chain activity
b. A specific combination of value chain activities and practices forms a service relationship
c. Service value chain activities form a single work flow that enables value creation
d. Each value chain activity contributes to the value chain by transforming specific inputs into outputs
d. Each value chain activity contributes to the value chain by transforming specific inputs into outputs
Which ITIL concept describes governance?
a. The seven guiding principles
b. The four dimensions
c. The service value chain
d. The service value system
d. The service value system
