Section 6

Question 1

Plan

Answer 1

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

Question 2

What are the 3 types of plans?

Answer 2

1. Strategic
2. Tactical
3. Operational

Question 3

Improve

Answer 3

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

Question 4

Engage

Answer 4

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

Question 5

Design & Transition

Answer 5

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

Question 6

Obtain/Build

Answer 6

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

Question 7

Deliver & Support

Answer 7

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

Question 8

Service Value Stream

Answer 8

Combinations of activities and practices each specifically designed for a particular scenario.