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C846 > C846-2 > Flashcards

C846-2 Flashcards

1
Q

P.E.S.T.L.E

A 
Political
Economic
Social
Technological
Legit
Environment
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2
Q

What are the four dimensions that are critical to the effective and efficient facilitation of value for customers and other stakeholders in the form of products and service?

A

Organizations and People
Information and Technology
Partners and Suppliers
Value Streams and Processes

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3
Q

What represents perspectives which are relevant to the whole SVS?

A

The Four Dimensions

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4
Q

The first dimension of service management is

A

Organizations and People

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5
Q

_________ are a key element on the Organization and People dimension

A

People

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6
Q

Which dimension covers roles and responsibilities, formal organizational structures, culture, and required staffing and competencies, all of which are related to the creation, delivery, and improvement of a service.

A

Organization and People

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7
Q

The second dimension of service management is

A

Information and Technology

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8
Q

Which dimension includes information and knowledge necessary for the management of services, as well as the technologies required.

A

Information and Technology

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9
Q

________ incorporates the relationships between different components of the SVS, such as inputs and outputs of activities and practices.

A

Information and Technology

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10
Q

________ includes information created, managed, and used in the course of service provision and consumption, and the technologies that support and enable that service.

A

Information and technology

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11
Q

______ is the primary means of enabling customer value.

A

Information

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12
Q

How information is exchanged between different services and service components belongs to which dimension.

A

information and Technology

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13
Q

A model for enabling on-demand network access to a shared pool of configurable computing resources that can be provided with minimal management effort or provider interaction.

A

Cloud Computing

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14
Q

The challenges of information management, such as those presented by security and regulatory compliance requirements, belong to which dimension?

A

Information and Technology

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15
Q

The third dimension of service management is

A

Partners and Suppliers

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16
Q

Every organization and every service depends to some extent on ______ provided by other organizations

A

Services

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17
Q

Which dimension encompasses an organization’s relationships with other organizations that are involved in th design, development, delivery, support, and/or continual improvement of service?

A

Partners and Suppliers

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18
Q

Which dimension incorporates contracts and other agreements between the organization and its partners or suppliers?

A

Partners and Suppliers

19
Q

When it comes to Partners and Suppliers, an organization’s strategy should be based on its ___________

A

Goals
Culture
Business Environment

20
Q

An example of a Goods Supply

A

Computers and Phones

21
Q

An example of Service Delivery

A

Cloud Computing

22
Q

An example of Service Partnership

A

Shared goals (Value Co-created)

23
Q

Service integration and management is a method an organization may use to address which dimension?

A

Partners and Suppliers

24
Q

This involves the use of a specially established integrator to ensure that service relationships are properly coordinated

A

Service Integration and Management

25
Q

Some organizations prefer to focus on their core competency and to outsource non-core supporting functions to third parties. Others may prefer to start as self-sufficient as possible, retaining full control over all important functions.

A

Strategic Focus

26
Q

Some organizations have a historical preference for one approach over another. Longstanding culture bias is difficult to change without compelling reasons.

A

Corporate Culture

27
Q

If a required resource or skillset is on short supply, it may be difficult for the service provider to acquire what is needed without engaging a supplier.

A

Resource Scarcity

28
Q

A decision may be influenced by whether the service provider believes that it is more economical to source a particular requirement from a supplier.

A

Cost Concern

29
Q

The service provider may believe that it is less risky to use a supplier that already has expertise in a required area, rather than trying to develop and maintain the ______ in house.

A

Subject Matter Expertise

30
Q

Government regulation or policy, industry code of conduct, and social, political, or legal constraints may impact an organization’s supplier strategy.

A

External Constraints

31
Q

Customer activity or request for services may be seasonal or demonstrate high degree or variability. These may impact the extent to which organizations use external service providers to cope with variable demand.

A

Demand Patterns

32
Q

The fourth dimension of service management

A

Value Streams and Processes

33
Q

Which dimension defines the activities, workflow, controls, and procedures needed to achieve agreed objectives

A

Value Streams and Processes

34
Q

Which dimension is concerned with how the various parts of the organization work in an integrated and coordinated way to enable value creation through products and services.

A

Value Streams and Processes

35
Q

Which dimension focuses on what activities the organization undertakes and how they are organized, as well as how the organization ensures that it is enabling value creation for all stakeholders efficiently and effectively

A

Value Streams and Processes

36
Q

A series of steps that an organization uses to create and deliver products and services to a service consumer

A

Value Stream

37
Q

A set of patterns within the value chain operation

A

Value Stream

38
Q

What is a combination of the organization’s value chain activities

A

Value Stream

39
Q

True or False
Identifying and understanding the various value streams an organization has is critical to improving its overall performance.

A

True

40
Q

Structuring the organization’s activities in the form of _________________ allows it to have a clear picture of what it delivers and how, and to make continual improvements to its service.

A

Value Streams

41
Q

A set of activities that transform input to output

A

Processes

42
Q

Describes what is done to accomplish an objective.

A

Processes

43
Q

outlines who is involved in the process

A

Procedures

44
Q

Explains how processes are carried out

A

Work Instructions

C846 (6 decks)

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