D336 Term Questions with 100% Verified
Correct Answers
Service Value System (SVS)
Ensures all components of the organization work together to create value.
Service Value Chain
Transforms demand into value.
Demand
Need or opportunity for a service.
Value
Perceived benefits, usefulness, and importance of something.
Practice
A set of organizational resources designed to perform work or accomplish an objective.
Continual Improvement
Ongoing improvement of products, services, and practices.
Vision
Business mission or vision.
Where are we now?
Assess the current state.
Where do we want to be?
Define measurable goals.
, How do we get there?
Create an improvement plan.
Take Action
Execute the improvement plan.
Did we get there?
Measure the results.
Keep the Momentum
Continue improving after success.
Incident
An unplanned interruption or reduction in service quality.
Incident Management
Restores normal service as quickly as possible.
Major Incident
An incident with significant business impact requiring separate procedures.
Problem
The unknown cause of one or more incidents.
Problem Management
Reduces the likelihood and impact of incidents.
Problem Identification
Identify and record problems.
Correct Answers
Service Value System (SVS)
Ensures all components of the organization work together to create value.
Service Value Chain
Transforms demand into value.
Demand
Need or opportunity for a service.
Value
Perceived benefits, usefulness, and importance of something.
Practice
A set of organizational resources designed to perform work or accomplish an objective.
Continual Improvement
Ongoing improvement of products, services, and practices.
Vision
Business mission or vision.
Where are we now?
Assess the current state.
Where do we want to be?
Define measurable goals.
, How do we get there?
Create an improvement plan.
Take Action
Execute the improvement plan.
Did we get there?
Measure the results.
Keep the Momentum
Continue improving after success.
Incident
An unplanned interruption or reduction in service quality.
Incident Management
Restores normal service as quickly as possible.
Major Incident
An incident with significant business impact requiring separate procedures.
Problem
The unknown cause of one or more incidents.
Problem Management
Reduces the likelihood and impact of incidents.
Problem Identification
Identify and record problems.
