SVS: The Service Value Chain - Plan, Improve, Engage

Question 1

Value Chain Activity: Plan

Answer 1

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

KEY WORDS: STRATEGY, SHARED UNDERSTANDING, VISION, CURRENT STATUS, IMPROVEMENT DIRECTION

Fundamental part of planning is prioritizing different alternatives and making decisions

During this activity, you create strategic plans, project plans, and service plans.

One must consider all four dimensions of service management to ensure a holistic approach.

All other SVC activities will use and apply plans from this activity.

Question 2

Value Chain Activity: Improve

Answer 2

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

IMPROVE TAKES INPUT FROM AND SENDS OUTPUT TO ALL OTHER VALUE CHAIN ACTIVITIES.

Question 3

Value Chain Activity: Engage

Answer 3

To provide a good understanding of stakeholder needs, transparency, and continual engagement, and good relationships with all stakeholders, primarily service consumers.

KEY WORD: TRANSPARENCY

Operational day-to-day collaboration with Users in Service Desk practice.

Operational and/or Tactical engagement with customers through Service Level Management practice.

Strategic & tactical engagement with sponsors through relationship management practice

Strategic/tactical/operational engagement with suppliers via supplier management practice.