IT Service Methods and Virtual Value Chain
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Questions and Answers

What stage involves gathering much more information through digital means than physical locations?

  • Stage 2: New Knowledge (correct)
  • Stage 1: Initial Data Gathering
  • Stage 4: New Relationships
  • Stage 3: New Services

    • What program did PLDT initiate to engage customers better?

  • Customer Loyalty Program
  • Home Rewards Program (correct)
  • Direct Discount Program
  • Online Payment Initiative

    • In which stage does PLDT explore collaboration with customers to create value?

  • Stage 3: New Services
  • Stage 1: Initial Data Gathering
  • Stage 4: New Relationships (correct)
  • Stage 2: New Knowledge

    • What is a potential risk associated with the extensive use of technology for data gathering?

    <p>Data Breach and Exposure</p> Signup and view all the answers

    What strategy can PLDT use to build better relationships with customers?

    <p>Assigning brand ambassadors</p> Signup and view all the answers

    What is a responsibility of organizations regarding user information?

    <p>Ensuring data confidentiality</p> Signup and view all the answers

    How did PLDT capitalize on customers' preferences for online payments?

    <p>By creating a system for online transactions</p> Signup and view all the answers

    What is the primary purpose of the virtual value chain in business organizations?

    <p>To create and deliver value continuously through digital interactions.</p> Signup and view all the answers

    What is a limit in the use of information mentioned in the content?

    <p>Misuse of personal information</p> Signup and view all the answers

    Which of the following is NOT a component of the virtual value chain?

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

    What key advantage does the marketspace provide to IT service providers?

    <p>Access to difficult-to-obtain customer information.</p> Signup and view all the answers

    How did PLDT effectively utilize new processes in their service delivery?

    <p>By adopting paperless billing for customers.</p> Signup and view all the answers

    What is a characteristic of the traditional physical value chain?

    <p>Includes delivery, sales, and marketing processes.</p> Signup and view all the answers

    Which of the following best describes the significance of having a marketspace?

    <p>It allows the collection of valuable customer data and improves service delivery.</p> Signup and view all the answers

    Which of the following describes one of the objectives of the virtual value chain?

    <p>To offer advantages like performance and reliability to end-users.</p> Signup and view all the answers

    What does the term 'Synthesize' refer to in the context of the virtual value chain?

    <p>Combining collected data to generate insights and value.</p> Signup and view all the answers

    What is the main objective of Service Transition?

    <p>To seamlessly implement new services and minimize disruptions</p> Signup and view all the answers

    Which of the following is part of Change Management in Service Transition?

    <p>Implementing new IT services while reducing existing disruptions</p> Signup and view all the answers

    What is the primary purpose of Access Management?

    <p>To verify user identity and credentials.</p> Signup and view all the answers

    What does Release & Deployment Management specifically handle?

    <p>Schedules the release of new services while reducing disruptions</p> Signup and view all the answers

    Which aspect of Continual Service Improvement (CSI) involves collecting feedback from users about products and services?

    <p>Service Review</p> Signup and view all the answers

    Which sub-unit of Service Transition focuses on the availability of IT resources?

    <p>Service &amp; Validation Testing</p> Signup and view all the answers

    What role does IT Operations Control play in service delivery?

    <p>It monitors IT infrastructures and supports daily tasks.</p> Signup and view all the answers

    Which initiative type in CSI can only involve the IT team?

    <p>Internal Initiatives</p> Signup and view all the answers

    What is a key aspect of Service Operation?

    <p>Providing day-to-day reliable service delivery</p> Signup and view all the answers

    What is a key outcome of Problem Management?

    <p>Minimizing the damage from incidents.</p> Signup and view all the answers

    What role does Event Management play in Service Operation?

    <p>Sets standards for system changes that might prompt action</p> Signup and view all the answers

    What is the primary focus of Business Relationship Management?

    <p>Identifying customers and understanding their expectations</p> Signup and view all the answers

    What is one primary purpose of service strategy in IT Service Management?

    <p>To define the services offered and strategic planning processes</p> Signup and view all the answers

    What does Knowledge Management aim to achieve in Service Transition?

    <p>Avoid wasting time on recovering previously obtained knowledge</p> Signup and view all the answers

    Which process is NOT part of Continual Service Improvement (CSI)?

    <p>Access Management</p> Signup and view all the answers

    Which sub-unit of Service Design deals with managing commitments and contracts?

    <p>Service Level Management</p> Signup and view all the answers

    Which of the following actions can help build a trusting relationship between service providers and users?

    <p>Providing transparency about data usage through Terms and Conditions</p> Signup and view all the answers

    What does Process Evaluation involve?

    <p>Benchmarking and maintaining data on service effectiveness.</p> Signup and view all the answers

    What is the main goal of Demand Management?

    <p>To scale resources according to demand</p> Signup and view all the answers

    Which process is involved in managing incidents during Service Operation?

    <p>Incident Management</p> Signup and view all the answers

    What type of analysis does Service Portfolio Management involve?

    <p>Analyzing service costs and their returned value</p> Signup and view all the answers

    Which statement about Continual Service Improvement (CSI) is accurate?

    <p>CSI initiatives can be both internal and external.</p> Signup and view all the answers

    Why is it important to monitor and protect cloud and data servers?

    <p>To prevent possible lawsuits and federal charges</p> Signup and view all the answers

    What challenge can arise from untrustworthy information collected from users?

    <p>It can alter plans for developing new services</p> Signup and view all the answers

    Which management process assesses risks against their potential rewards?

    <p>Risk Management</p> Signup and view all the answers

    Which aspect is emphasized in the reliability of user information?

    <p>Ensuring the validation of acquired information</p> Signup and view all the answers

    What does Availability Management focus on in terms of IT projects?

    <p>Qualitative capacity and necessary resources</p> Signup and view all the answers

    What risk does Service Strategy identify in the planning process?

    <p>Potential risks and threats to service delivery</p> Signup and view all the answers

    What is a key benefit of effective service design during IT rollouts?

    <p>It reduces the likelihood of project failure</p> Signup and view all the answers

    Which measure can help ensure users know where their information goes after they submit it?

    <p>Providing clear and structured agreements on data usage</p> Signup and view all the answers

    Which sub-unit ensures that external suppliers are equipped to meet demands?

    <p>Supplier Management</p> Signup and view all the answers

    What role do Terms and Conditions play in relation to user data?

    <p>They serve as a warning and educational resource for users</p> Signup and view all the answers

    Study Notes

    IT Service Methods

    • Business organizations compete in the marketplace (physical world) and marketspace (virtual).
    • IT service providers can maximize both by having physical locations for services like installation and physical locations for online services.
    • Collecting customer information (surveys) online improves service delivery and creates customer value.

    Virtual Value Chain

    • Creating value involves stages linked in a value chain.

    • A physical value chain includes raw materials, operations, delivery, sales, marketing, and service.

    • A virtual value chain uses information to create value through digital and virtual realms.

    • Objectives of a virtual value chain include:

      • Creating direct, cost-effective interactions between value chain members and users.
      • Providing users with specific value services like better performance/look/security/reliability.
      • Ensuring continuous creation and delivery of value.

    • There are five components to a virtual value chain: gather, organize, select, synthesize, distribute.

    Stage 1: New Processes

    • Envisioning physical processes more effectively with information.
    • Examples include PLDT's paperless billing, moving from manual filing to a computerized database.

    Stage 2: New Knowledge

    • Applying digital/virtual alternatives to physical information.
    • Gathering and organizing more information efficiently using websites and social media.

    Stage 3: New Services

    • Analyzing new information to discover new service needs and delivery methods.
    • Examples include a rewards program (e.g., PLDT's Home Rewards) to encourage online payments.

    Stage 4: New Relationships

    • Exploring opportunities for collaboration with customers to create value.
    • Examples include brand ambassadors or customer testimonials.

    Limits in the Use of Information

    • Invasion of privacy: Technology assists data gathering which can be misused, hence requires careful handling and user information privacy.
    • Data security: Information security is crucial since data could be subject to lawsuits and federal charges.
    • Reliability: Some users may provide unreliable information that can influence service planning.

    ITSM Processes (ClydeBank, 2022)

    • IT Service Management (ITSM) has five stages based on the ITIL framework.
    • These processes manage incidents, service requests, and IT assets.

    Service Strategy

    • Defines services, strategic planning & infrastructure development.
    • Focuses on "whys" rather than "hows" in planning.
    • Identifies potential risks and threats in service delivery.
    • Sub-units: Strategy Management for IT Services, Service Portfolio Management, Demand Management, Business Relationship Management.

    Service Design

    • Translates Service Strategy ideas into form.
    • Risks are mitigated by proper planning, making it less expensive than fixing a botched implementation.
    • Sub-units: Service Level Management, Risk Management, Capacity Management, Availability Management, Compliance Management, Supplier Management.

    Service Transition

    • Implementing proposed services with minimum disruption to existing services.
    • Sub-units: Change Management, Release & Deployment Management, Service & Validation Testing, Service Assets & Configuration Management, Knowledge Management.

    Service Operation

    • Daily delivery of services.
    • Includes substantial contingency plans for anomalies and disruptions.
    • Sub-units: Event Management, Incident Management, Request Fulfillment, Access Management, Problem Management, IT Operations Control.

    Continual Service Improvement (CSI)

    • Evaluates and improves service quality through feedback loops.
    • Sub-units: Service Review, Process Evaluation, Definition of CSI Initiatives.

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    Related Documents

    IT Service Methods PDF

    Description

    Explore how IT service providers enhance customer value through both physical and virtual realms. This quiz emphasizes the importance of the virtual value chain and its components in creating effective service delivery and customer engagement. Test your understanding of these modern business strategies and their implications in the marketplace.

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