A. A mobile phone enables a user to work remotely

B. A password allows a user connect to a Wifi network

C. A license allows a user to install a software product

D. A service desk agent provides support to user.

A. Keep it simple and practical

B. Think and work holistically

C. Optimize and automate

D. Collaborate and promote visibility

A. Organizations should work through the steps of the model in the sequence in which they are presented

B. The flow of the model helps organizations to link improvements to its goals

C. The model is applicable to only certain parts of the service value system

D. Organizations should use an additional model or method to link improvements to customer value

A. Investor and consumer

B. Investor and supplier

C. Consumer and provider

D. Provider and supplier

A. Make ‘focus on value’ a responsibility of the management

B. Focus on the value of new and significant projects first

C. Focus on value for the service provider first

D. Focus on value at every step of the improvement

A. Processes refers to skill and training

B. Partners refers to suppliers and vendors

C. People refers to technology and tools

D. Products refers to producers and metrics