Service Value Chain Activities (SVS)

Question 1

Service Value Chain (Details)

Answer 1

Purpose - An operating model for service providers that covers all the key activities required to effectively manage products and services.
- Consists of smaller, discrete activities that convert inputs into outputs using practices
- activities take a consistent and repeatable way to take a need (ie Opportunity/Demand and produce a desired outcome (ie value)

Question 2

Service Value Chain - Plan

Answer 2

Ensures a shared understanding of the vision, current status, and improvement direction based on the 4 Dimensions of Service Management.
Create plans, policies, architectures, standards to be used in all other activities.

Question 3

Service Value Chain - Engage

Answer 3

Focuses on stakeholder needs, and communication with stakeholders.
Promotes: Collaboration, Transparency, Relationships.

Question 4

Service Value Chain -Design and Transition

Answer 4

Focuses on meeting expectations on deliverable requirements including:
Quality (functionality) / Cost (budget) / Time (schedule)

Question 5

Service Value Chain - Obtain / Build

Answer 5

Focuses on procurement or building of service components:
- Ensure that service components are available when and where they are needed and meet agreed specifications.

Question 6

Service Value Chain - Deliver and Support

Answer 6

Focuses on:
- Day-to-Day delivery of services based on agreed specifications.
- Ongoing support and improvement of services to meet user expectations.

Question 7

Service Value Chain - Improve

Answer 7

Focuses on continuous improvement of the following across all value chain activities:
- Products / Practices / Resources / Procedures.

Question 8

Understand Service Value Chain
Scenario 1: The internal QuickBooks server is unavailable

Answer 8

Demand - an outage triggers the need
Engage - A service desk ticket is received
Deliver and Support - Resolve the immediate issue
Engage - Notify of service restoration
Value - service is restored
Improve - perform root cause analysis
Engage - customer feedback

Question 9

Understand Service Value Chain
Scenario 2: A new IP telephony system is rolled out for SalesForce users.

Answer 9

Plan - finalize the dialer service implementation
Obtain / Build - the telephony system is licensed
Design and Transition - the new telephony system is tested in a sandbox
Engage - obtain feedback from sandbox and pilot tests and provide training
Design and Transition - the new telephony system is prepared for widespread delivery
Engage - provide training of the new system
Deliver and Support - the system is deployed and supported for all stakeholders
Value - the business need is satisfied
Improve - identify ways to improve the way you do things