Customer Assets and Service Providers Quiz

<p>Social benefits realized</p> Signup and view all the answers

<p>Different and effective activities in the value chain</p> Signup and view all the answers

<p>By focusing on higher profits through cost reduction</p> Signup and view all the answers

<p>Lack of clarity in service definitions</p> Signup and view all the answers

<p>To justify the cost from a customer's perspective</p> Signup and view all the answers

<p>Within the context of their own business assets and outcomes</p> Signup and view all the answers

<p>Offering lower costs and valuable services</p> Signup and view all the answers

<p>Lack of clarity in service definitions</p> Signup and view all the answers

<p>To support customers in achieving specific business outcomes</p> Signup and view all the answers

<p>Utility and warranty</p> Signup and view all the answers

<p>To create value in goods and services</p> Signup and view all the answers

<p>Performance of tasks associated with desired business outcomes</p> Signup and view all the answers

<p>Skill sets of individuals within the organization</p> Signup and view all the answers

<p>The tendency of capabilities and resources to enhance each other</p> Signup and view all the answers

<p>Low-value contracts or non-critical services</p> Signup and view all the answers

<p>True</p> Signup and view all the answers

<p>False</p> Signup and view all the answers

<p>False</p> Signup and view all the answers

<p>True</p> Signup and view all the answers

<p>False</p> Signup and view all the answers

<p>False</p> Signup and view all the answers

<p>True</p> Signup and view all the answers

<p>False</p> Signup and view all the answers

<p>True</p> Signup and view all the answers

<p>False</p> Signup and view all the answers

<p>True</p> Signup and view all the answers

<p>False</p> Signup and view all the answers

<p>False</p> Signup and view all the answers

<p>False</p> Signup and view all the answers

<p>False</p> Signup and view all the answers

<p>True</p> Signup and view all the answers

<p>False</p> Signup and view all the answers

<p>True</p> Signup and view all the answers

<p>Type I Provider = Funded by profits and operates independently Shared Service Provider (SSP) = Maintains core business functions at the corporate level External Service Provider (ESP) = Focuses on demand consolidation to increase unit costs Service Portfolio Management (SPM) = Governance aspect in service management</p> Signup and view all the answers

<p>Financial capital = Management Infrastructure = Organization Applications = Processes Knowledge = People</p> Signup and view all the answers

<p>Process, knowledge, people, applications, infrastructure = Assets in service management that require further investment Service Portfolio = Commitments made by a Service Provider to customers Resources utilized in various phases = Representation of utilized resources in the Service Portfolio Third-party services = Not part of the Service Provider's offerings according to the Service Portfolio</p> Signup and view all the answers

<p>Market space = Defined by a set of business outcomes facilitated by a service Business outcomes = Opportunities that define a market space Facilitate outcomes = Opportunity to create one or more market spaces Service utility = Perception by customers from services</p> Signup and view all the answers

<p>Service management investments = Assets like process, knowledge, and people invested for handling value increase Service level commitments = Enabled by successful learning and growth in service management Challenges in achieving improvements = Unclear required improvements posing main challenge Learning and growth impact = Higher commitments due to conditioning for bigger challenges</p> Signup and view all the answers

<p>Capabilities and resources usage = Used in service management for handling value increase Trust towards service provider = Initiated by customers in certain aspects according to the text Strategic decision patterns revelation = Found in operations for future decision-making Lower service levels commitment impact = Enabled by successful learning and growth in service management</p> Signup and view all the answers

<p>Utility Part A = Lines of Service field staff securely access enterprise applications Utility Part B = Provide value to the customer when loans officers determine credit rating of applicants Mobile workspace services = Business processes being constrained by location or time without slowing down the loan process Credit reporting services = Disruption or loss</p> Signup and view all the answers

<p>Commitments and investments made by a Service Provider across all customers and market spaces = Service Portfolio Governance and decision-making related to contractual commitments, new service development, and ongoing service improvement = Service Strategy Programmes initiated by Continual Service Improvement = Service Improvement Programmes Includes third-party services integral to service offerings to customers = Third-party services</p> Signup and view all the answers

<p>Resources presently utilized or being released in various phases of the Service Lifecycle = Service Portfolio Requires resources for completion of contracts, initiatives, and projects in each phase = Service Lifecycle A governance aspect that involves investing in assets like process, knowledge, and people for increased value = Service Management Successful learning and growth enabling commitments of lower service levels = Learning and Growth</p> Signup and view all the answers

<p>Visible to customers = Some third-party services Not visible to customers = Some third-party services Represents all resources presently utilized or being released in various phases of the Service Lifecycle = Service Portfolio Integral part of service offerings to customers = Third-party services</p> Signup and view all the answers

<p>Defined by a set of business outcomes facilitated by a service = Market Space Definition Opportunity to facilitate business outcomes but does not define a market space itself = Business Outcomes Facilitation Facilitates appreciation for improvements in services by customers = Improved Customer Perception Appreciated by customers but not directly associated with market spaces = Customer Appreciation</p> Signup and view all the answers

<p>Management and organizational capabilities = Resources in Service Management Investing in assets like process, knowledge, and people to handle increased value = Asset Investment for Value Handling Understanding the context in which resources are useful for Service Providers' operations = Contextual Resource Understanding Described in the context of an organization as crucial components for operational success = Capabilities Description</p> Signup and view all the answers

<p>Type I = Operates strictly within the mandates of the business Type II = Consolidates services into an autonomous special unit Type III = Offers competitive prices and drives down unit costs External Service Provider = Can consolidate demand to lower costs</p> Signup and view all the answers

<p>Type I = Funded by overheads Type II = Not maintained at the corporate level Type III = Can offer competitive prices External Service Provider = Drives down unit costs</p> Signup and view all the answers

<p>Type I = Tight coupling with owner-customers Type II = An autonomous special unit called SSU Type III = Focus on serving business units as direct customers External Service Provider = Consolidates demand to lower costs</p> Signup and view all the answers

<p>Type I = Operate within the business mandates Type II = Model themselves along lines of open market service providers Type III = Can create, grow, and sustain an internal market External Service Provider = Offer competitive prices</p> Signup and view all the answers

<p>Type I = Avoid certain costs associated with external parties Type II = Spread costs and risks across a wider base Type III = Drive down unit costs by consolidating demand External Service Provider = Offer competitive prices</p> Signup and view all the answers

<p>Type I = Operates strictly within the mandates of the business Type II = Focus on serving business units as direct customers Type III = Can consolidate demand to lower costs External Service Provider = Can create, grow, and sustain an internal market</p> Signup and view all the answers