Service Value System

Question 1

Service Values System (SVS)

Answer 1

Describes how all the components and activities of the organisation work together as a system to enable value co-creation.

SVS ensures that the organisation continually co-creates value with all stakeholders through the use and management of products and services.

Question 2

What are the three blocks of service value system

Answer 2

1. Opportunity & Demand
2. Guiding Principle, Governance,Service Value Chain, Practices, Continual Improvement)
3. Value

Question 3

Opportunities

Answer 3

Represent options or possibilities to add value for a stakeholders or otherwise improve the organisation.

Question 4

Demand

Answer 4

The need or desire for products and services among the internal and external consumers.

Question 5

Value

Answer 5

is the outcome of the service value system.

Question 6

Governance

Answer 6

means by which an organisation is directed and controlled.

Question 7

What is a Guiding Principle

Answer 7

A recommendation that guides an organisation in all circumstances

Question 8

7 Guiding Principles

Answer 8

1. Focus on Value
2. Start where you are
3. Progress Iteratively with feedback
4. Collaborate and promote visibility
5. Think and work Holistically
6. Keep it simple and practical
7. Optimise and automate

Question 9

Focus on Value

Answer 9

Everything the organisation does should link back, directly or indirectly, to value for itself, its customers and other stakeholders.

Question 10

4 Steps methods to apply focus on value

Answer 10

1. Understand and identify the service consumer
2. Understand the consumer’s perspective of value
3. Map value to intended outcomes which change over time.
4. Understand the customer experience and user experience

Question 11

Start where you are:

Answer 11

Do not start over without first considering what is already available to be leveraged.

Question 12

How can you apply the guiding principle - Start where you are?

Answer 12

1. Look at what exists as objectively as possible
2. Determine if successful practices or services can be replicated or expanded.
3. Apply your risk management in the decision making process.
4. Recognise sometimes nothing from the current state can be reused

Question 13

Progress iteratively with feedback:

Answer 13

Working in a time-boxed and iterative manner with embedded feedback loops allows greater flexibility, faster responses to needs, the ability to respond to failure earlier, and an overall improvement in quality.

Question 14

Collaborate and Promote visibility:

Answer 14

Puts the right people in the correct roles, achieve better buy-in, have more relevance, and gain an increased likelihood of long-term success.

Question 15

Think and Work Holistically

Answer 15

A holistic approach to service management requires an understanding of how all the parts of an organisation work together in an integrated way.

1. Recognise the complexity of the systems.
2. Collaboration is key to thinking and working holistically.
3. Look for patterns of interactions between system elements.
4. Automation can help us to work more holistically

Question 16

Keep it Simple and Practical

Answer 16

Outcome-based thinking should be used to produce practical solutions which deliver valuable outcomes using the minimum number of steps.

Question 17

Optimise and Automate

Answer 17

Optimise: Make something as affective and useful as it makes sense to do
Automate: Using technology to perform a step or series of steps correctly and consistently with limited or no human intervention

1. Simplify and/or optimise before automating
2. Define your metrics
3. Use other guiding principles when applying this one.