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Question 1

A model representing how all the components and activities of an organization work together to facilitate value creation.

Answer 1

Service Value System (SVS)

Question 2

The innermost cube containing 6 main activities in the Service Value System.

Answer 2

Service Value Chain (SVC)

Question 3

Ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across an organization.

Answer 3

Plan

Question 4

Ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.

Answer 4

Improve

Question 5

Provides a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with all stakeholders.

Answer 5

Engage

Question 6

Ensures products and services continually meet stakeholder expectations for quality, costs, and time to market.

Answer 6

Design and Transition

Question 7

Ensures service components are available when and where they are needed, and that they meet agreed specifications.

Answer 7

Obtain/Build

Question 8

Ensures services are delivered and supported according to agreed specifications and stakeholder’ expectations.

Answer 8

Deliver and Support

Question 9

The four perspectives that are critical to the effective and efficient facilitation of value for customers and other stakeholders in the form of products and services.

Answer 9

Four Dimensions

Question 10

Ensures that the way an organization is structured and managed, as well as its roles, responsibilities, and systems of authority and communication, is well defined and supports its overall strategy and operating model.

Answer 10

Organizations and People

Question 11

Includes the information and knowledge used to deliver services, and the information and technologies used to manage all aspects of the service value system.

Answer 11

Information and Technology

Question 12

Encompasses the relationships an organization has with other organizations that are involved in the design, development, deployment, delivery, support, and/or continual improvement of services.

Answer 12

Partners and Suppliers

Question 13

Defines the activities, workflows, controls, and procedures needed to achieve the agreed objectives.

Answer 13

Value Streams and Processes

Question 14

A series of steps an organization undertakes to create and deliver products and services to service consumers.

Answer 14

Value Stream

Question 15

All activities conducted by the organization should link back, directly or indirectly, to value for itself, its customers, and other stakeholders.

Answer 15

Focus on Value

Question 16

Do not start from scratch and build something new without considering what is already available to be leveraged; the current state should be investigated and observed directly to ensure it is understood.

Answer 16

Start Where You Are

Question 17

Do not attempt to do everything at once. Organize the work into smaller, manageable sections that can be executed and completed in a timely manner. The focus on each effort will be sharper and easier to maintain.

Answer 17

Progress Iteratively with Feedback

Question 18

When initiatives involve the right people in the correct roles, efforts benefit from better buy-in, more relevance, and increased likelihood of long-term success.

Answer 18

Collaborate and Promote Visibility

Question 19

No service, practice, process, department, or supplier stands alone. The outputs that the organization delivers to itself, its customers, and other stakeholders will suffer unless it works in an integrated way to handle its activities as a whole, rather than as separate parts. All the organization’s activities should be focused on delivery of value.

Answer 19

Think and Work Holistically

Question 20

If a process, service, action, or metric fails to provide value or produce a useful outcome, eliminate it. In a process or procedure, use the minimum number of steps necessary to accomplish the objective(s). Always use outcome-based thinking to produce practical solutions that deliver results.

Answer 20

Keep it Simple and Practical

Question 21

Before an activity can be effectively automated, it should be optimized to whatever degree is possible and reasonable. Consider the four dimensions when designing, managing, or operating an organization and its processes. Human intervention should only happen where it contributes value to the process.

Answer 21

Optimize and Automate

Question 22

A recommendation that guides an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure.

Answer 22

Guiding Principle