The Service Value Chain

Question 1

Service value chain - Activities

Answer 1

Purpose: An operations 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 (I.e. Opportunity/demand) and produce a desired outcome (I.e. Value)

Plan>Engage>Design and Transition>Obtain/Build> Deliver and Support>Improve

Question 2

Plan Activity

Answer 2

Ensures a shared understanding of the vision, current status, and improvement direction based on the 4 dimensions of Service Management.

Creates plans, policies, architectures, standards to be used in all other activities

Question 3

Engage Activity

Answer 3

Focuses on stakeholder needs, and communication with stakeholders

Promotes: collaboration, transparency, relationships

Question 4

Design and Transition Activity

Answer 4

Focuses on meeting expectations on deliverable requirements including:

Quality (functionality)
Cost (budget)
Time (schedule)

Question 5

Obtain/Build Activity

Answer 5

Focuses on procurement or building of service components:

Ensures that service components are available when and where they are needed and meet agreed specifications

Question 6

Deliver and Support Activity

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

Improve Activity

Answer 7

Focuses on continuous improvement,ent of the following across all value chain activities:
Products
Practices
Resources
Procedures

Question 8

Service Value Streams

Answer 8

Specific combinations of Service Value Chain activities coupled with various Practices to accomplish and objective.

Provides the steps that are needed to successfully deliver a service to a consumer
Each value stream will be designed to accomplish a specific goal, task, objective