Podcast
Questions and Answers
What two worlds do business organizations compete in according to the concept of the Virtual Value Chain?
What two worlds do business organizations compete in according to the concept of the Virtual Value Chain?
- Traditional marketing and digital marketing
- Marketplace and marketspace (correct)
- Physical stores and online platforms
- Local businesses and multinational corporations
What is a significant advantage of the marketspace for providers?
What is a significant advantage of the marketspace for providers?
- Collecting useful information for service improvement (correct)
- Immediate gratification for users
- Easier payment methods
- Free online services
Which component is NOT part of the virtual value chain's five stages?
Which component is NOT part of the virtual value chain's five stages?
- Distribute
- Deliver (correct)
- Organize
- Gather
Which objective of the virtual value chain focuses on interactions between members and users?
Which objective of the virtual value chain focuses on interactions between members and users?
What modern process does PLDT use to enhance operations in the virtual value chain?
What modern process does PLDT use to enhance operations in the virtual value chain?
Which stage of the virtual value chain illustrates envisioning physical operations more effectively?
Which stage of the virtual value chain illustrates envisioning physical operations more effectively?
What is one of the performance aspects that users gain from the virtual value chain?
What is one of the performance aspects that users gain from the virtual value chain?
What does the virtual value chain primarily utilize to maximize its effectiveness?
What does the virtual value chain primarily utilize to maximize its effectiveness?
What is the primary goal of Service Transition?
What is the primary goal of Service Transition?
Which sub-unit of Service Transition focuses on testing the effectiveness of the rollout method?
Which sub-unit of Service Transition focuses on testing the effectiveness of the rollout method?
What function does Knowledge Management serve in Service Transition?
What function does Knowledge Management serve in Service Transition?
Which aspect is NOT considered part of Service Operation?
Which aspect is NOT considered part of Service Operation?
What does Incident Management focus on?
What does Incident Management focus on?
What is a key component of ensuring high-quality service during Service Transition?
What is a key component of ensuring high-quality service during Service Transition?
How does Change Management minimize disruptions?
How does Change Management minimize disruptions?
What is the primary role of Demand Management in service strategy?
What is the primary role of Demand Management in service strategy?
Which sub-unit of Service Design ensures the organization is aware of all commitments and contracts?
Which sub-unit of Service Design ensures the organization is aware of all commitments and contracts?
What does Service Operation focus on?
What does Service Operation focus on?
What is a key focus of Risk Management within Service Design?
What is a key focus of Risk Management within Service Design?
What is the main consequence of neglecting effective service design?
What is the main consequence of neglecting effective service design?
Which aspect of Service Design addresses the personnel and tools necessary for project completion?
Which aspect of Service Design addresses the personnel and tools necessary for project completion?
What is the purpose of Compliance Management in the context of Service Design?
What is the purpose of Compliance Management in the context of Service Design?
In what way does Capacity Management support IT departments?
In what way does Capacity Management support IT departments?
What best describes the focus of Business Relationship Management in service strategy?
What best describes the focus of Business Relationship Management in service strategy?
What advantage does PLDT gain by utilizing their website over physical locations?
What advantage does PLDT gain by utilizing their website over physical locations?
What is the primary purpose of the Home Rewards program initiated by PLDT?
What is the primary purpose of the Home Rewards program initiated by PLDT?
What is the main goal of the final stage, 'New Relationships,' for PLDT?
What is the main goal of the final stage, 'New Relationships,' for PLDT?
Which concern is raised regarding the misuse of technology for data gathering?
Which concern is raised regarding the misuse of technology for data gathering?
What does the concept of a virtual value chain emphasize?
What does the concept of a virtual value chain emphasize?
How should organizations handle user information collected through data gathering?
How should organizations handle user information collected through data gathering?
What is a critical responsibility of organizations regarding data security?
What is a critical responsibility of organizations regarding data security?
What opportunity could PLDT explore to promote customer loyalty?
What opportunity could PLDT explore to promote customer loyalty?
What is the primary purpose of Access Management in IT services?
What is the primary purpose of Access Management in IT services?
Which aspect of Continual Service Improvement (CSI) focuses on gathering user feedback?
Which aspect of Continual Service Improvement (CSI) focuses on gathering user feedback?
What is the main goal of Problem Management within IT services?
What is the main goal of Problem Management within IT services?
Which initiative involves collecting data from service review and process evaluation?
Which initiative involves collecting data from service review and process evaluation?
Which function is primarily responsible for monitoring IT infrastructures?
Which function is primarily responsible for monitoring IT infrastructures?
When evaluating service processes, what does Process Evaluation include?
When evaluating service processes, what does Process Evaluation include?
Which option describes the main characteristic of Continual Service Improvement?
Which option describes the main characteristic of Continual Service Improvement?
In which area might internal CSI initiatives take place?
In which area might internal CSI initiatives take place?
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Study Notes
Virtual Value Chain
- Organizations operate in both a physical marketplace and a virtual marketspace, allowing simultaneous maximization.
- Example: PLDT combines physical locations for customer requests and online services for bill payments and plan upgrades.
- Marketspace facilitates gathering data to enhance service delivery and create customer value.
Components of the Virtual Value Chain
- Physical Value Chain: Involves acquiring raw materials, operations, delivery, sales, and marketing.
- Virtual Value Chain: Consists of digital interactions and information used to create value.
- Five components essential for the virtual value chain: Gather, Organize, Select, Synthesize, Distribute.
Stages of Developing a Virtual Value Chain
- Stage 1: New Processes
- Transformation of physical operations to digital formats (e.g., PLDT's paperless billing).
- Stage 2: New Knowledge
- Enhanced information collection through digital platforms over physical locations.
- Stage 3: New Services
- Discovery of service needs and delivery methods, illustrated by PLDT's Home Rewards program.
- Stage 4: New Relationships
- Encourages collaboration with customers, fostering brand loyalty through feedback opportunities.
Use of Information
- Invasion of Privacy: Risks arise from data being misused by malicious third parties.
- Data Security: Organizations must protect user data diligently and adhere to agreed privacy terms.
Service Strategy Sub-units
- Strategy Management for IT Services: Evaluates market needs and organizational service plans.
- Service Portfolio Management: Analyzes the cost and value of various service offerings.
- Demand Management: Aligns resources with demand specifications.
- Business Relationship Management: Focuses on understanding customer expectations through feedback mechanisms.
Service Design
- Translates strategic plans into viable IT solutions.
- Emphasizes the importance of planning to avoid costly mistakes in service rollout.
- Key sub-units:
- Service Level Management: Maintains awareness of commitments and obligations.
- Risk Management: Balances risk against potential rewards.
- Capacity, Availability, and Compliance Management: Ensures the organization meets necessary service delivery requirements.
Service Transition
- Involves implementing new services, managing risks like service interruptions and data breaches.
- Important sub-units include:
- Change Management: Ensures smooth introduction of new IT services.
- Release & Deployment Management: Manages release schedules to minimize disruption.
- Service & Validation Testing: Ensures service quality through sufficient resources.
Service Operation
- Focuses on the daily delivery of services, maintaining reliability through contingency plans.
- Key operational aspects:
- Event Management: Monitors system changes that require action.
- Incident and Problem Management: Restores service and minimizes incident impact.
- Access Management: Validates user identity for service access.
Continual Service Improvement (CSI)
- Evaluates and enhances service processes through feedback.
- Aspects include:
- Service Review: Collects user feedback on services.
- Process Evaluation: Maintains ongoing data on service effectiveness.
- Definition of CSI Initiatives: Uses data to outline improvement initiatives involving either IT teams or customers.
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