4 Dimensions of Service Mangement

Question 1

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

All incoming and outcoming interactions with
parties external to the service provider are
performed via __________ value chain activity

Answer 1

Engage

Question 2

To ensure a shred understanding of the vision,
current status and improvement direction for all
four dimensions and all products and services
across the organization

Planning at all levels is performed via _____
activity

Answer 2

Plan

Question 3

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

Improvements at all levels are initiated and
managed via ________ activity

Answer 3

Improve

Question 4

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

Answer 4

DESIGN AND TRANSITION

Question 5

To ensure that service components are available
when and where they are needed, and meet agreed
specifications

All new resources are obtained through the
____________ activity

Answer 5

Obtain/Build

Question 6

To ensure that services are delivered and
supported according to agreed specifications and
stakeholders’ expectations

Answer 6

DELIVER AND SUPPORT

Question 7

How do value chain activities , including the Improve activity transform inputs to outputs?

Answer 7

By using a combination of practices

Question 8

Identify the value chain activity that reports on the current status of service management?

Answer 8

Plan

Plan is the value chain activity to ensure a shared understanding of the current status and improvement direction for products and services, and the four dimensions across the organization