5 - Service Value Chain

Question 1

List the components of Service Value CHAIN!

Answer 1

Plan
Engage
Design + Transition
Obtain / Build
Deliver + Support

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