(worth 2 points) and The Service Value
System (worth 5 points)
VOIP - correct answer Value Streams & Processes
Organizations & People
Information & Technology
Partners & Suppliers
PESTLE - correct answer External factors, that cannot be influenced but need to be considered
* Political
* Economical
* Social
* Technological
* Legal
* Environmental
Value Streams and Processes - correct answer * Activities the organization undertakes
* Organization of these activities
* Ensuring value to stakeholders
* Exercise value stream mapping
The four dimensions of service management - correct answer 1. Value Streams & Processes
2. Organizations & People
3. Information & Technology
4 Partners & Suppliers