3.0 Four Dimensions of Service Management

Question 1

What are the four dimensions of service management?

O & P

I & T

P & S

V & P

Answer 1

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

Question 2

What does PESTLE stand for?

Answer 2

1. Political Factors
2. Economic Factors
3. Social Factors
4. Technological Factors
5. Legal Factors
6. Environmental Factors

Question 3

Dimension 1: What are the 4 elements of Organizations & People?

F

C

R

R

Answer 3

1. Formal organizational structures
2. Culture
3. Required staffing and competencies
4. Roles and Responsibilities

Question 4

Dimension 1: What are the 4 elements of culture

S

L

C

T

Answer 4

1. Shared values and attitiudes
2. Leaders champion and advocate the values
3. Communication
4. Trust and transparency

Question 5

Dimension 1: Management and leadership styles =

Answer 5

People

Question 6

Dimension 1: Updating skills & competencies =

Answer 6

People

Question 7

Dimention 1: Communications and collaboration =

Answer 7

People

Question 8

Dimension 1: Broad knowledge plus deep specialization =

Answer 8

People

Question 9

Dimension 1: Common objective: Facilitating value creation =

Answer 9

People

Question 10

Dimension 1: Break down silos =

Answer 10

People

Question 11

Dimension 2: What are the 3 elements of Infromation & Technology?

I & K

T

R

Answer 11

1. Information and Knowledge
2. Technologies
3. Relationships between the components

Question 12

Dimension 2: Workflow management =

Answer 12

Technologies supporting Service Management

Question 13

Dimension 2: Knowledge bases =

Answer 13

Technologies supporting Service Management

Question 14

Dimension 2: Communications systems =

Answer 14

Technologies supporting Service Management

Question 15

Dimension 2: Inventory systems =

Answer 15

Technologies supporting Service Management

Question 16

Dimension 2: Mobile Platforms =

Answer 16

Technologies supporting Service Management

Question 17

Dimension 2: Cloud Solutions =

Answer 17

Technologies supporting Service Management

Question 18

Dimension 2: Analytical tools =

Answer 18

Technologies supporting Service Management

Question 19

Dimension 2: Artificial Intelligence =

Answer 19

Technologies supporting Service Management

Question 20

Dimension 2: Machine Learning =

Answer 20

Technologies supporting Service Management

Question 21

Dimension 2: IT Architecture =

Answer 21

Technologies supporting IT services

Question 22

Dimension 2: Databases =

Answer 22

Technologies supporting IT services

Question 23

Dimension 2: Blockchain =

Answer 23

Technologies supporting IT services

Question 24

Dimension 2: Cognitive computing =

Answer 24

Technologies supporting IT services

Question 25

Dimension 2: Mobile Applications =

Answer 25

Technologies supporting IT services

Question 26

Dimension 2: Communication Systems

Answer 26

Technologies supporting IT services

Question 27

Dimension 3: Artificial Intelligence

Answer 27

Technologies supporting IT services & Technologies supporting service management.

Question 28

Dimension 2: Cloud Computing

Answer 28

Technologies supporting IT services

Question 29

Dimension 2: For many services, information management is the primary means of enabling _____ _____

Answer 29

Customer Value

Question 30

Dimension 2: What are the 6 elements of Information Criteria

• A
• R
• A
• T
• A
• R

Answer 30

1. Availability
2. Reliability
3. Accessiility
4. Timeliness
5. Accuracy
6. Relevance

Question 31

Dimension 2: The challenges of information management, such as those presented by ______ and ______ ______ requirements, is also a focus of this dimension.

Answer 31

Security and regulatory compliance

Question 32

Dimension 2: Organizational ______ and the nature of the organization’s ______ will also have an impact on which technologies it chooses to use.

Answer 32

• Culture
• Business

Question 33

Dimension 2: Is it compatible with the current architecture? =

Answer 33

Information Technology Considerations

Question 34

Dimension 2: Does it raise any regulatory, compliance, or information security control issues?

Answer 34

Information Technology Considerations

Question 35

Dimension 2: Will it continue to be viable in the foreseeable future? =

Answer 35

Information Technology Considerations

Question 36

Dimension 2: Does it align with the service provider or service consumer strategy? =

Answer 36

Information Technology Considerations

Question 37

Dimension 2: Does the organization have the right skills to support and maintain it? =

Answer 37

Information Technology Considerations

Question 38

Dimension 2: Does it have sufficiant automation capabilities to be developed, deployed and operated? =

Answer 38

Information Technology Considerations

Question 39

Dimension 2: Does it have additional capabilities that can be leveraged for other products or services? =

Answer 39

Information Technology Considerations

Question 40

Dimension 2: Does it introduce new risks or constraints to the organization? =

Answer 40

Information Technology Considerations

Question 41

Dimension 3: What are 2 aspects of Service Partnerships

S

C

Answer 41

1. Share common goals and risks
2. Collaborate to achieve desired outcomes

Question 42

Dimension 3: What do Goods and Services supply?

Answer 42

• Formal contracts
• Clear separation of responsibilities

Question 43

Dimension 3:

_____ ______ and management

• Involves the use of a specially established integrator to ensure that service relationships are properly coordinated
• May be kept within the organization or can be delegated to a trusted partner

Answer 43

Service integration

Question 44

An organization’s strategy when it comes to using ______ and ______ should be based on its goal, culture and business environment.

Answer 44

Partners and Suppliers

Question 45

Dimension 4: A ______ is a set of interrelated or interacting activities that transforms inputs into outputs. ______ are designed to accomplish a specific objective.

Answer 45

Process

Processes