syllabus criteria LO5

Question 1

Service value chain components

Answer 1

plan
improve
engage
design & transition
Obtain/build
Deliver & support

Question 2

plan purpose

Answer 2

The purpose of the plan value
chain activity is to ensure a shared
understanding of the vision,
current status, and improvement
direction .

Question 3

improve purpose

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 purpose

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 & transition purpose

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 purpose

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 & support purpose

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.

Question 8

Service value chain purpose

Answer 8

A set of interconnected activities
that an organization performs to
deliver a valuable product or
service to its consumers and to
facilitate value realization

Question 9

Definition: Value stream

Answer 9

A series of steps an organization undertakes to create and deliver products and services
to consumers