Service Value Chain

Question 1

The steps an organization takes in the creation of value

Answer 1

Service Value Chain

Question 2

Each activity contributes to the value chain by …

Answer 2

Transforming specific inputs into outputs.

Question 3

Plan
Improve
Engage
Design and Transition
Obtain or Build
Deliver and Support

Answer 3

6 activities in the Service Value Chain

Question 4

The purpose is to ensure a shared understanding of the vision, current status and improvement direction for all 4 dimensions and all products and services across the organization

Answer 4

Plan

Question 5

The purpose is to ensure continual improvement of products, services and practices across all value chain activities and the 4 dimensions of service management

Answer 5

Improve

Question 6

The purpose is to provide a good understanding of stakeholder needs, transparency and continual engagement and good relationships with all stakeholders

Answer 6

Engage

Question 7

The purpose is to ensure that products and services continually meet stakeholder expectations for quality, costs and time to market

Answer 7

Design and transition

Question 8

The purpose is to ensure that service components are available when and where they are needed and meet agreed-upon specifications

Answer 8

Obtain or Build

Question 9

The purpose is to ensure that services are delivered and supported according to agreed-upon specifications and stakeholders’ expectations

Answer 9

Deliver and Support