5. Service Value Chain

Question 1

List the components of Service Value CHAIN!

Answer 1

Plan
Engage
Design + Transition
Obtain / Build
Deliver + Support

IMPROVE

Question 2

What is the output of SVC?

Answer 2

Value Realisation

Question 3

• direction, decision, shared understanding
• high level
• communicate current state of 4 Dimensions

Answer 3

PLAN

Question 4

• good + transparent relationship with SHs
• good understanding of SH’s needs
• transparency

Answer 4

ENGAGE

Question 5

• ensure product/service continually meet SH’s expectation
• Quality, Cost, Time parameters
• detailed planning
• implementation

Answer 5

DESIGN + TRANSITION

Question 6

Make service components AVAILABLE

• when / where needed
• meet agreed specs

Answer 6

OBTAIN or BUILD

Question 7

Ensure products/services delivered and supported:

• within agreed specification
• SLA

Answer 7

DELIVER + SUPPORT

Question 8

• Align with change
• across all Value Chain activities
• across all 4 Dimensions
• across all Products/Services

Answer 8

IMPROVE

Question 9

Which value chain activity ensures people understand the organisation’s vision?

A. Improve
B. Plan
C. Deliver and support
D. Obtain/build

Answer 9

B. Plan

“to ensure a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across the organisation”

Question 10

Which statement about the value chain activities is CORRECT?

A. Every practice belongs to a specific value chain activity
B. A specific combination of value chain activities and practices forms a service relationship
C. Service value chain activities form a single workflow that enables value creation
D. Each value chain activity contributes to the value chain by transforming specific inputs into
outputs

Answer 10

D. Each value chain activity contributes to the value chain by transforming specific inputs into
outputs

Question 11

How do all value chain activities transform inputs to outputs?

A. By determining service demand
B. By using a combination of practices
C. By using a single functional team
D. By implementing process automation

Answer 11

B. By using a combination of practices

Question 12

36) Which value chain activity communicates the current status of all four dimensions of service management?

A. Improve
B. Engage
C. Obtain/build
D. Plan

Answer 12

D. Plan