chapter4-7

Question 1

SVS

Answer 1

holistic view of how all the components and activities of the organization work together as a sytem to enable value creation

Question 2

Service value chain

Answer 2

it is an operating model which outlines the key activities required to respond to demand, and enable value creation, through the development and management of products and services

Question 3

management practice

Answer 3

a set of organizational resources designed for performing work or accomplishing an objective

Question 4

swarming

Answer 4

different stakeholders working together initially, until it becomes clear which of them is best placed to continue and which can move on to other tasks

Question 5

workarounds

Answer 5

solutions that reduce or eliminates the impact of an incident or problem for which a full resolution is not yet available, some workarounds reduce the likelihood of incidents

Question 6

known errors

Answer 6

a problem where initial analysis is complete and where, usually, faulty components have been identified

Question 7

service level agreement

Answer 7

a documented agreement between a service provider and a customer that identifies services required and the expected level of service