Service Catalog_Module 3

Question 1

_____________________ consists of
joint activities performed by a service provider
and service consumer to ensure continual value
co-creation based on agreed and available
service offerings

Answer 1

Service Relationship management

Question 2

_____________ and ___________ co-create value

Answer 2

Service providers and service consumers

Question 3

______ _______ is an organization that delivers a service

Answer 3

Service provider

Question 4

_______ ________ represents the party to whom services are delivered.

Answer 4

Service consumer

Question 5

Name the 3 service consumer roles

Answer 5

1. Sponsor
2. Customer
3. User

Question 6

Which consumer role is responsible for defining service requirements and takes responsibility for outcomes

Answer 6

Customer

Question 7

Which service consumer role authorizes the budget for consumption?

Answer 7

Sponsor

Question 8

Service consumer role that uses the service

Answer 8

User

Question 9

The purpose of the _______ service value chain activity is to provide a good understanding of stakeholder needs, transparency, and continual engagement and good relationships with all stakeholders.

Answer 9

Engage

Question 10

What are the three doors of demand:

Answer 10

Relationship management, Service catalog and Service desk

Question 11

Which 3 management practices service as a way for the 3 doors of demand to input ideas?

Answer 11

Service portfolio management, project management and service request management.

Question 12

True or False - Many value stream possibilities exist

Answer 12

True