In the context of defining services (after needs analysis) in the EPI framework, a good service definition should beSMART— Specific, Measurable, Achievable, Relevant, Time-bound. This ensures that the service can be consistently delivered, measured, controlled, and improved.
Specific: clearly defined service features and scope
Measurable: metrics and KPIs are defined
Achievable: realistic given resources and capabilities
Relevant: aligns with business/customer needs
Time-bound: has defined timelines for delivery and review
While following PDCA (Plan-Do-Check-Act) (option A) is good practice for continuous improvement, it is not what characterises aservice definition. Meeting ROI (option C) is business-case oriented, not a service definition criterion. Having an underlying SLA (option D) is related but not the core characteristic of a well-defined service itself.
Thus, the correct answer isB.
EPI DCFOM-Aligned Reference Concepts (Paraphrased)
Service definitions should be clear, measurable, and aligned with business/customer needs.
A SMART definition supports service design, delivery, monitoring, and improvement.
