Service Value Chain Quiz

What are engage, plan and improve examples of?

• Service value chain activities

• Service level management

• Service value chain inputs

• Change control

Which is included in the purpose of the design and transition value chain activity?

• Ensuring that service components are available when needed

• Providing transparency and good stakeholder relationships

• Supporting services according to specifications

• Continually meeting stakeholder expectations for costs

Which of the following is NOT an activity within the service value chain?

• Plan

• Obtain/Build

• Continual improvement

• Engage

Which value chain activity ensures that products and services continually meet stakeholder expectations for quality, costs, and time to market?

• Deliver and support

• Obtain/build

• Design and transition

• Plan

In terms of incident management, which value chain activity uses incident records as an input to improvement activities based on the incident frequency and severity?

• Engage

• Improve

• Design and transition

• Deliver and support

Which value chain activity ensures that service components are available when and where they are needed and meet agreed specifications?

• Improve

• Deliver and support

• Obtain/build

• Design and transition

Fill in the blank. The purpose of the [?] is to ensure that the organization continually cocreates value with all stakeholders through the use and management of products and services.

• Activities

• Practices

• Service value system

• Service value chain

Which statement about the value chain activities is CORRECT?

• Practices are considered a value chain activity

• Continual improvement is considered a value chain activity

• Service value chain activities receive and provide triggers for further actions to be taken

• Activities within a service value chain operate independently from each other

Which value chain activity would best be used to categorize the actions of the service desk when they are responding to a consumer's request for assistance?

• Obtain/build

• Improve

• Design and transition

• Deliver and support

Which of the following is NOT an activity within the service value chain?

• Engage

• Guiding principles

• Delivery and Support

• Obtain/Build