3. Four Dimensions of Service Management Flashcards
List the 4 Dimensions of Service Mgmt
- Organisation + People
- Information + Technology
- Partners + Suppliers
- Value Streams + Processes
- Info Mgmt = primary means to deliver value
- protect, manage, archive, dispose
- align with strategy
Information + Technology
- culture, structure, governance
- vision, stakeholder, communication
- skills, knowledge
- roles + responsibilities
Organisation + People
Possible influencing factors for choosing:
Partners + Supplier
cost concern
demand pattern
subject expertise
corporate culture
strategic focus
resources scarcity
SERIES OF STEPS to create/deliver products + services to consumer
Value Streams
Activities that transform INPUT to OUTPUT
Processes
cost concern
demand pattern
subject expertise
corporate culture
strategic focus
resources scarcity
Possible influencing factors for choosing:
Partners + Supplier
Focused on activities
and
how these are co-ordinated
Value Streams + Processes
Key Focus:
Security + Compliance
Communication System + KB
Workflow Mgmt + Inventory System
NOT: Roles and Responsibility
Information + Technology
Considers:
Governance, Management, Communication
Organisation + People