2. Four Dimensions of Service Management

Question 1

What are the Four Dimensions of Service Management?

Answer 1

1. Organizations and People
2. Information and Technology
3. Partners and Suppliers
4. Value Streams and Processes

Question 2

Describe the differences between Horizontal and Vertical Organizational Structures.

Answer 2

• Horizontal structures tend to be more agile and better for smaller organizations.
• Vertical structures tend to be more process driven and better for larger organizations.

Question 3

Define the Following Term:

Culture

Answer 3

The shared values and attitudes of the organization.

(Two common cultural types: Formal and Informal)

Question 4

True or False?

It is not important to continue training and developing your workforce

Answer 4

False

Question 5

What is Technology in regard to the “Information and Technology” Dimension?

(Four Service Management Dimensions)

Answer 5

Technology that supports IT Service Management to ensure business functionality. Technology can also support your business but not the end user.

Question 6

What is Information in regard to the “Information and Technology” Dimension?

Answer 6

Information management, for many services, is the primary means of enabling customer value.

Question 7

What are the factors by which we judge information?

Answer 7

• Availablity
• Reliability
• Accessibility
• Timeliness
• Accuracy
• Relevance

Question 8

What are two of the common challenges faced in Information Management?

Answer 8

Security and Regulatory Compliance Requirements

Question 9

True or False

Organizational culture will have an impact on your risk tolerance?

Answer 9

True

Question 10

Explain when you would use a Partner or Supplier and why.

Answer 10

• Partner Relationship: If something is business critical.
• Supplier Relationship: If something is not business critical.

Question 11

What questions should be asked when determining your Supplier Strategy?

Answer 11

Do I care most about price, quality, or the ability to change suppliers later?

Question 12

Service integration and management may also be delegated to a..?

Answer 12

Service Integrator

Question 13

Explain the differences between Partners and Suppliers

Answer 13

• Partners share common goals and risks. They collaborate to achieve desired outcomes.
• Suppliers have formal contracts and a clear separation of roles.

Question 14

Define the Following Term:

Service Integration Management

Answer 14

The use of specially established integrators to ensure that service relationships are properly coordinated.

Question 15

What is the purpose of the Value Streams and Processes dimension?

Answer 15

Define the activities, workflows, controls, and procedures needed to achieve the agreed upon objectives.

• The activities undertaken.
• How activities are organized.
• How value creation is ensured.

Question 16

Define the Following Term:

Value Streams

Answer 16

Value Streams are a series of steps an organization undertakes to create and deliver products and services to service consumers.

Question 17

True or False?

Once a successful process is established it should be optimized and automated if possible.

Answer 17

True

Question 18

Define the Following Term:

Processes

Answer 18

Processes are a set of interrelated or interacting activities that transform inputs into outputs.

Question 19

What three questions should you ask about your produtcts / services?

Answer 19

• What is the generic delivery model for the service and how does the service work?
• What are the value streams involved in delivering the agreed upon outputs of the service?
• Who or what will perform the required service actions?

Question 20

Define the Acronym:

PESTLE

Answer 20

The acronym for external factors outside an organization’s control:
* Political
* Economical
* Social
* Technological
* Legal
* Environmental