THE SERVICE VALUE CHAIN

Question 1

The activities in the value chain are:

Answer 1

• Plan
• Improve
• Engage
• Design and transition
• Obtain/build
• Deliver and support

Question 2

Plan

Answer 2

“The purpose of the plan value chain 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.”

Question 3

Improve

Answer 3

“The purpose of the improve value chain activity is to ensure continual improvement of products, services and practices across all value chain activities and the four dimensions of service management.”

Question 4

Engage

Answer 4

“The purpose of the engage value chain activity is to provide a good understanding of stakeholder needs, transparency, and continual engagement and good relationships with all stakeholders.”

Question 5

Design and transition

Answer 5

“The purpose of the design and transition value chain activity is to ensure that products and services continually meet stakeholder expectations for quality, costs and time to market.”

Question 6

Obtain/build

Answer 6

“The purpose of the obtain/build value chain activity is to ensure that service components are available when and where they are needed and meet agreed specifications.”

Question 7

Deliver and support

Answer 7

“The purpose of the deliver and support value chain activity is to ensure that services are delivered and supported according to agreed specifications and stakeholders’ expectations.”