ITIL Foundations Test
| A | B |
|---|---|
| what is a service? | a service is a means of delivering value to the customer |
| who defines the Value of a service? | customer |
| what does the customer use to define the value of a service? | customer’s perception, preferences and business outcomes help to define the VALUE of a service |
What is business service value?
The business value of a service concerns the value of the service to the customer, in the context of the customer’s own activities or processes. It depends, in part, on the utility and the warranty of the service. For example, a service provider might offer an electronic messaging service.
What is the service value chain?
The service value chain is an operating model for the creation, delivery and ongoing improvement of services. It outlines the key activities required to create value in response to demand, through the creation and delivery of products and services.
What is described by the service value system *?
The Service Value System is the new architecture of ITIL 4. It’s a map of the main elements/capabilities you need to have in place to run a highly efficient, effective, and agile service management organization. The Service Value Chain. Practices. Continual Improvement.
What is the value of a service offer?
A service offer is what the organisation says it will offer its customers and is therefore what the customer comes to expect. A service offer covers e.g. the refund policy, its delivery times and the service it will offer.
What are the service value chain activities?
The six key activities of the Service Value Chain are Plan, Improve, Engage, Design and Transition, Obtain/Build, and Deliver and Support. This combination of Service Value Chain activities and practices is then transformed into a value stream for specific tasks, or to respond to situations.
Which are the elements of the service value system?
The ITIL SVS describes the inputs to this system (opportunity and demand), the elements of this system (organizational governance, service management, continual improvement, and the organization’s capabilities and resources), and the outputs (achievement of organizational objectives and value for the organization, its …
How do you determine the value of a service?
How to Measure Customer Value
- Identify customer benefits.
- Total customer costs.
- Find the difference between customer benefits and customer costs.
- Evaluate your customer experience.
- Focus on more than price.
- Collect customer data.
- Target your most loyal customers.
- Segment your customer base.
What is a service value chain?
What is creating service value?
Creating value: Perception of value is critical. The main purpose of a service provider is creating value to its customers with its services. The customer perceives the value of a service not only in financial dimensions. Customers do not only consider the amount or price they will pay for services.
What do you mean by value chain?
“The value chain describes the full range of activities that firms and workers do to bring a product from its conception to its end use and beyond. This includes activities such as design, production, marketing, distribution and support to the final consumer.
What do you mean by value added service?
However, as telecommunications services incorporate many of these functions now as standard, the term “value-added service” evolves to take on new meaning. Value-added services are generally marketed as premium features and add-ons to basic core functions.
What is the purpose of the service value chain?
The service value chain is the set of interconnected activities that when sequenced in the right way provides an operating model for the creation, delivery, and continual improvement of services.
What is the definition of an IT service?
According to ITIL4, a service is any means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks. This definition is a bit technical, so let’s unpack it using the example of a hospital.
Why are core values important in customer service?
As it applies to customer service, core values may be the reason a customer decides to do business with you. They may also be the reason that your employees enjoy working at your company and are motivated and committed to doing their best work.
