5. Service Value Chain

Question 1

What is the Service Value Chain (SVC)?

Answer 1

The central element of the Service Value System (SVS), the SVC is 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 2

List the Service Value Chain Activities

Answer 2

• Plan
• Improve
• Engage
• Design & Transition
• Obtain / Build
• Deliver & Support
• Value Streams

Question 3

True or False?

Service value chain activities represent the steps an organizaiton takes in the creation of value. Each activity contributes to the value chain by transforming specific inputs into outputs.

Answer 3

True

Question 4

Define the Plan SVC Activity

Answer 4

Ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across the organization.

Question 5

Define the Improve SVC Activity

Answer 5

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

Question 6

Define the Engage SVC Activity

Answer 6

Provides a good understanding of stakeholder needs, continual engagement, and transparency, and maintaining good relationships with all stakeholders.

Question 7

Define the Design & Transition SVC Activity

Answer 7

Ensures that products and services continually meet stakeholder expectations for quality, costs, and time to market.

Question 8

Define the Obtain / Build SVC Activity

Answer 8

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

Question 9

Define the Deliver & Support SVC Activity

Answer 9

Ensures that services are delivered and supported according to agreed specifications and stakeholders’ expectations.