Service Value System

Question 1

Components of the Service Value System

Answer 1

1. Guiding principles: recommendations that can guide an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure.
2. Governance: How an organization is directed and controlled.
3. Service Value Chain: a set of interconnected activities that an organization performs to deliver a valuable product or service to its consumers and to facilitate value realization.
4. Practices: sets of organizational resources designed for performing work or accomplishing an objective.
5. Continual improvement: a recurring organizational activity performed at all levels to ensure that an organization’s performance continually meets stakeholders’ expectations.

Question 2

Organizational agility

Answer 2

Is the ability of an organization to move the adapt quickly, flexibly, and decisively to support internal changes. These might include changes to the scope of the organization, mergers, and acquisitions, changing organizational practices or technologies requiring different skills or organizational structure, and changes to relationships with partners and suppliers.

Question 3

Organizational resilience

Answer 3

Is the ability of an organization to anticipate, prepare for, respond to and adapt to both incremental changes and sudden disruptions from an external perspective.

Question 4

Some symptoms of organizational silos

Answer 4

1. Resistant to change
2. Reduced access to information
3. Reduced access to specialized expertise
4. Reduced communication
5. Reduce collaboration
6. Limited visibility
7. Hidden agendas

Question 5

Some Impacts of the organizational silos

Answer 5

1. Increased cost
2. Increased risk
3. Slow to respond to opportunities
4. Non-optimized resources
5. Ineffective decision making

Question 6

Definition of opportunity

Answer 6

Represents options or possibilities to add value for stakeholders or otherwise improve the organization.

Question 7

Definition of demand

Answer 7

Represents the need or desire for products and services from internal and external customers.

Question 8

What is the central element of the SVS?

Answer 8

Service Value Chain

Question 9

Definition of Service Value Chain

Answer 9

An operating model which outlines the key activities required to respond to demand and facilitate value creation through the creation and management of products and services.

Question 10

The six value chain activities are

Answer 10

1. Plan
2. Improve
3. Engage
4. Design and transition
5. Obtain/build
6. Deliver and support

Question 11

Service Value Streams

Answer 11

Service Value Streams are specific combinations of activities and practices, and each one is designed for a particular scenario.

Question 12

The purpose of this value chain activity

Answer 12

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.