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level: SVC Activities and the Guiding Principles

Questions and Answers List

level questions: SVC Activities and the Guiding Principles

Question	Answer
The value chain activity that ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across an organization.	Plan
The value chain activity that ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.	Improve
The value-chain activity that provides a good understanding of stakeholder needs, transparency, and continual engagement and good relationships with all stakeholders.	Engage
The value chain activity that ensures products and services continually meet stakeholder expectations for quality, costs, and time to market.	Design and Transition
The value chain activity that ensures service components are available when and where they are needed, and that they meet agreed specifications.	Obtain and Build
The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders' expectations.	Deliver and Support
This principle concentrates on understanding your customer/stakeholder, who they are and how they perceive value.	Focus on Value
This principle entails using an objective mindset to assess where we are at this point and evaluate if existing practices can be re-used going forward. Any changes should be based on measurements and observation of the current state.	Start where you are
This principle encourages the breaking down of tasks into small parts and gathering responses before, during and after each change. Each iteration should bring about value for the customer.	Progress iteratively with feedback
A technique whereby the outputs of one part of a system are used as inputs to the same part of the system.	Feedback Loop
Product with just enough features to satisfy early customers, and to provide feedback for future product development.	Minimum Viable Product (MVP)
This principle allows for full transparency and communication with stakeholders	Collaborate and Promote Visibility
This principle encourages service providers to consider the entire organisation when implementing updates as many elements affect each other. When using this principle you need to consider the Four dimensions of service management	Think and work holistically
This principle is guidance to keep processes simple and practical initially and adding in complexity later. It tells organisations to stay focused on the outcome, simplicity is easier for adoption.	Keep it simple and practical
This principle is about ensuring existing processes have been efficiently and effectively established and then, if appropriate, they should be assessed using metrics to decide whether they should be automated.	Optimise and Automate