3. Four Dimensions of Service Management

Question 1

List the 4 Dimensions of Service Mgmt

Answer 1

• Organisation + People
• Information + Technology
• Partners + Suppliers
• Value Streams + Processes

Question 2

• Info Mgmt = primary means to deliver value
• protect, manage, archive, dispose
• align with strategy

Answer 2

Information + Technology

Question 3

• culture, structure, governance
• vision, stakeholder, communication
• skills, knowledge
• roles + responsibilities

Answer 3

Organisation + People

Question 4

Possible influencing factors for choosing:
Partners + Supplier

Answer 4

cost concern
demand pattern
subject expertise

corporate culture
strategic focus
resources scarcity

Question 5

SERIES OF STEPS to create/deliver products + services to consumer

Answer 5

Value Streams

Question 6

Activities that transform INPUT to OUTPUT

Answer 6

Processes

Question 7

cost concern
demand pattern
subject expertise

corporate culture
strategic focus
resources scarcity

Answer 7

Possible influencing factors for choosing:
Partners + Supplier

Question 8

Focused on activities
and
how these are co-ordinated

Answer 8

Value Streams + Processes

Question 9

Key Focus:
Security + Compliance
Communication System + KB
Workflow Mgmt + Inventory System

NOT: Roles and Responsibility

Answer 9

Information + Technology

Question 10

Considers:
Governance, Management, Communication

Answer 10

Organisation + People