Which of the four dimensions contributes MOST to defining activities needed to deliver services?

• A.Value streams and processes
• B.Partners and suppliers
• C.Information and technology
• D.Organizations and people

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Which of the following statements is included in the 'improve' value chain activity's purpose'?

• A.Ensure the continual improvement of practices across all value chain activities
• B.Ensure continual engagement and good relationships with all stakeholders
• C.Ensure a shared understanding of the improvement direction for services across the organization
• D.Ensure services continually meet expectations for quality costs, and time to market

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Which statement about outcomes is CORRECT?

• A.Outcomes use activities to produce tangible or intangible deliverables.
• B.Outcomes rely on outputs to deliver results for a stakeholder.
• C.Outcomes help a service consumers to assess the cost of a specific activity
• D.Outcomes gives service consumers assurance of products or services

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Which value chain activity ensures a shared understanding of the current status and required direction for all products and services?

• A.Design and transition
• B.Deliver and support
• C.Improve
• D.Plan

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What is the definition of "service management"?

• A.A result for a stakeholder enabled by one or more outputs
• B.A formal description of one or more services, designed to address the needs of a target consumer group
• C.Join activities performed by a service provider and a service consumer to ensure continual value co-creation
• D.A set of specialized organizational capabilities for enabling value for customers in the form of services.

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