Service Value Chain Flashcards
The central element of the Service Value System (SVS) is the _________ an operating model which outlines the key activities required to respond to demand and facilitate value.
service value chain
the SVC can follow different patterns and these patterns within the value chain operation are called __________
value streams
What are all the elements of the service value chain?
- demand
- plan
- engage
- design and transition
- obtain/build
- deliver & support
- improve
- products and services
- value
the purpose of this SVC activity is to ensure a shared understanding of the vision, current status and improvement direction for all four dimensions and all products and services across the organization
plan
What are the following inputs for?
1. policies, requirements, and constraints provided by the organization’s governing body
2. consolidated demands and opportunities
3. value chain performance information, improvement initiatives and plans
4. improvement status reports
5. knowledge and information about new and changed products and services
6. knowledge and information about third-party service components
inputs for the plan activity of the SVC
What are the following outputs of?
1. strategic, tactical and operational plans
2. portfolio decisions
3. architectures and policies
4. improvement opportunities
5. a product and service portfolio
6. contract and agreement requirements
outputs of the “plan” activity of SVC
the purpose of this SVC activity is to ensure continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management
improve
Which activity of the SVC are these inputs for?
1. products and services performance information provided
2. stakeholder’s feedback
3. performance information and improvement opportunities
4. knowledge and information about new and changed products and services.
5. knowledge and information about third party service components
improve
Which element of the SVC are these outputs for?
1. improvement initiatives and plans
2. value chain performance information
3. improvement status reports
4. contract and agreement requirements
5. service performance information
improve
the purpose of this SVC activity is to provide a good understanding of stakeholder needs, transparency and continual engagement and good relationships with all stakeholders
engage
Which element of the SVC are these inputs for?
1. a product and service portfolio
2. high level demand for services and products
3. detailed requirements for services and products
4. requests and feedbacks from customers
5. incidents, service requests, and feedback from users
6. information on completion of user tasks
7. contract and agreement requirements
8. knowledge and information about new and changes products and services.
9. improvement initiatives, plans and reports
engage
Which SVC activity are these the outputs for?
1. consolidated demands and opportunities
2. product and service requirements
3. user support tasks
4. improvement opportunities and stakeholders’ feedback
5. change and project initiation requests
6. contracts and agreements with external and internal suppliers and patterns
7. knowledge and information about third-party service components
8. service performance reports for customers
engage
the purpose of this SVC activity is to ensure that products and services continually meet stakeholder expectations for quality, costs, and time to market
design and transition
These are inputs for which SVC activity?
1. portfolio decisions
2. architecture and policies
3. product and service requirements
4. improvement initiatives and plans
5. improvement status reports
6. service performance information
7. service components
8. knowledge and information about third-party service components
9. knowledge and information about new and changes products and services
design and transition
the following are outputs of which SVC activity?
1. requirements and specifications
2. contract and agreement requirements
3. new and changed products and services
4. knowledge and information about new and changes products and services
5. performance information and improvement opportunities
design and transition
the purpose of the SVC activity is to ensure that service components are available when and where they are needed and meet agreed specifications
obtain/build
the following are inputs to which SVC activity?
1. architecture and policies
2. contracts and agreements with suppliers
3. goods and services provided by external and internal suppliers and partners
4. requirements and specifications
5. improvement initiatives, plans and reports
6. change or project initiation requests
7. knowledge and information about new and changes products and services and third party service components
obtain/build
the following are outputs of which SVC activity?
1. service components
2. knowledge and information about new and changed components
3. contracts and agreement requirements
4. performance information and improvement opportunities
obtain/build
the purpose of this SVC activity is to ensure that services are delivered and supported according to agreed specifications and stakeholders’ expectations
deliver and support
the following are inputs for which SVC activity?
1. new and changed products and services
2. contracts and agreements with external and internal partners and suppliers.
3. service components
4. improvement initiatives, plans and reports
5. improvement status reports
6. user support tasks
7. knowledge and information about new and changes products and services and third-party service components
deliver and support
the following are outputs of which SVC activity?
1. service delivered to customers and users
2. information on the completion of user support tasks
3. product and service performance information
4. improvement opportunities
5. contract and agreement requirements
6. change requests
7. service performance information
deliver and support
the purpose of this SVC activity is to align the organization’s practices and services with changing business needs through the ongoing identification and improvement of services, service components, practices or any element involved in the efficient and effective management of products and services
continual improvement
the __________ practice is integral to the development and maintenance of every other practice as well as to the complete lifecycle of all services and indeed the SVS as well
continual improvement
