Service Value Chain

Question 1

• The steps an organization takes in the creation of value • Each activity contributes to the value chain by transforming specific inputs into outputs.

Answer 1

Service Value Chain

Question 2

purpose 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

Answer 2

Plan

Question 3

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

Answer 3

Improve

Question 4

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

Answer 4

Engage

Question 5

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

Answer 5

Design & Transition

Question 6

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

Answer 6

Obtain or Build

Question 7

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

Answer 7

Deliver & Support