Exam (elaborations)
WGU D336 Questions and Answers Latest Update 2024
- Course
- WGU D336
- Institution
- Western Governors University
WGU D336 Questions and Answers Latest Update 2024
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Solution 2024/2025Pepper
WGU D336 Questions and Answers | Latest
Update
Service management
A set of specialized orgnaizational capabilities for enabling value to
customers in the form of services.
Service
facilitates outcomes for customers with limited costs to them
Cost
Can be removed from the customer and can be imposed on the customer
Value
The perceived benefits, usefulness and importance of something; What you
are getting back.
Organization
A group of people that has its own functions, responsibilities, and authorities
to achieve specific objectives.
Output
A tangible or intangible deliverable of an activity; What you are given
Outcome
A result for a stakeholder enabled by one or more outputs; what you do with
the deliverable.
Risk
Uncertainty of outcome.
Utility
What it does
, Solution 2024/2025
Pepper
Warranty
does it meet requirements
Customer
Defines requirements for services
User
A person who uses the service
Sponsor
Authorizes budgets for services
Service Offering
may include resources and service actions
ex: office 365
Service Relationship Management
joint activities performed by providers and consumer;
EX:WGU tells MSFT that that they are not using x a part of a service. What
would it cost MSFT to stop providing that part of the service to users.
- this is different from relationship management practice
Service Provision
Providing Services; the company that is providing the service; EX: Msft is
providing us with office 365
Relationship Management (Practice) Activities
- understand stakeholder needs
- prioritize products and services
- keep the relationship going
- handle stakeholder complaints
- make sure any changes align with business outcomes
- make sure products/services align with business needs
- create value for stakeholders
- mediate conflicting stakeholder requirements
, Solution 2024/2025
Pepper
Who are stakeholders?
- sponsor
- customer
- users
Service Consumption
activities performed by an organization to consume services;Whomever is
consuming the service.
activities:
- management of the consumed resources
- receiving the product
EX:We consume msft 365
SVC: Engage
Salesman
SVC: Plan
keeps track of everything the company does, would like to do, and has done
Supplier
External partner who provides services to the orgnaization
SVC: Design and Transition
developers; design for customers needs
SVC: Deliver and Support
deliver or install the thing for the customer and then provide support
Improve
look at all steps and say where can we improve.
SVC: Obtain and build
people buying/acquiring things or creates things for the customer
Service
facilitates outcomes for customers with limited costs to them
, Solution 2024/2025
Pepper
Product
Configuration of resources, created by the orgnaization, that will be
potentially valuable to customers.
Service offering
A specific mix of services and products sold to a specific customer
Goods
Ownership is transferred to customer
Access to resources
customer is allowed to use it
Service actions
Things the service provider does for the customer
The 4 dimensions of Service Management
(VOIP)
Value streams,
organizations and people,
information and tech,
Partners and suppliers.
What is the purpose of the 4 dimensions of Service Management?
Help us look at different angles when creating a product
The 4 dimensions of Service Management:Value Stream
Series of steps taken by an organization to create and deliver products and
services to consumers;How do we make this product
4 Dimensions of Service Management: Organizations and people
what does it look like from the customer's viewpoint and who is involved to
make this service be made
-Who is administering this product;
-who is building/developing it;
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