3.0 Four Dimensions of Service Management Flashcards
What are the four dimensions of service management?
O & P
I & T
P & S
V & P
- Organizations & People
- Information & Technology
- Partners & Suppliers
- Value Streams & Processes
What does PESTLE stand for?
- Political Factors
- Economic Factors
- Social Factors
- Technological Factors
- Legal Factors
- Environmental Factors
Dimension 1: What are the 4 elements of Organizations & People?
F
C
R
R
- Formal organizational structures
- Culture
- Required staffing and competencies
- Roles and Responsibilities
Dimension 1: What are the 4 elements of culture
S
L
C
T
- Shared values and attitiudes
- Leaders champion and advocate the values
- Communication
- Trust and transparency
Dimension 1: Management and leadership styles =
People
Dimension 1: Updating skills & competencies =
People
Dimention 1: Communications and collaboration =
People
Dimension 1: Broad knowledge plus deep specialization =
People
Dimension 1: Common objective: Facilitating value creation =
People
Dimension 1: Break down silos =
People
Dimension 2: What are the 3 elements of Infromation & Technology?
I & K
T
R
- Information and Knowledge
- Technologies
- Relationships between the components
Dimension 2: Workflow management =
Technologies supporting Service Management
Dimension 2: Knowledge bases =
Technologies supporting Service Management
Dimension 2: Communications systems =
Technologies supporting Service Management
Dimension 2: Inventory systems =
Technologies supporting Service Management
Dimension 2: Mobile Platforms =
Technologies supporting Service Management
Dimension 2: Cloud Solutions =
Technologies supporting Service Management
Dimension 2: Analytical tools =
Technologies supporting Service Management
Dimension 2: Artificial Intelligence =
Technologies supporting Service Management
Dimension 2: Machine Learning =
Technologies supporting Service Management
Dimension 2: IT Architecture =
Technologies supporting IT services
Dimension 2: Databases =
Technologies supporting IT services
Dimension 2: Blockchain =
Technologies supporting IT services
Dimension 2: Cognitive computing =
Technologies supporting IT services
Dimension 2: Mobile Applications =
Technologies supporting IT services
Dimension 2: Communication Systems
Technologies supporting IT services
Dimension 3: Artificial Intelligence
Technologies supporting IT services & Technologies supporting service management.
Dimension 2: Cloud Computing
Technologies supporting IT services
Dimension 2: For many services, information management is the primary means of enabling _____ _____
Customer Value
Dimension 2: What are the 6 elements of Information Criteria
- A
- R
- A
- T
- A
- R
- Availability
- Reliability
- Accessiility
- Timeliness
- Accuracy
- Relevance
Dimension 2: The challenges of information management, such as those presented by ______ and ______ ______ requirements, is also a focus of this dimension.
Security and regulatory compliance
Dimension 2: Organizational ______ and the nature of the organization’s ______ will also have an impact on which technologies it chooses to use.
- Culture
- Business
Dimension 2: Is it compatible with the current architecture? =
Information Technology Considerations
Dimension 2: Does it raise any regulatory, compliance, or information security control issues?
Information Technology Considerations
Dimension 2: Will it continue to be viable in the foreseeable future? =
Information Technology Considerations
Dimension 2: Does it align with the service provider or service consumer strategy? =
Information Technology Considerations
Dimension 2: Does the organization have the right skills to support and maintain it? =
Information Technology Considerations
Dimension 2: Does it have sufficiant automation capabilities to be developed, deployed and operated? =
Information Technology Considerations
Dimension 2: Does it have additional capabilities that can be leveraged for other products or services? =
Information Technology Considerations
Dimension 2: Does it introduce new risks or constraints to the organization? =
Information Technology Considerations
Dimension 3: What are 2 aspects of Service Partnerships
S
C
- Share common goals and risks
- Collaborate to achieve desired outcomes
Dimension 3: What do Goods and Services supply?
- Formal contracts
- Clear separation of responsibilities
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
Service integration
An organization’s strategy when it comes to using ______ and ______ should be based on its goal, culture and business environment.
Partners and Suppliers
Dimension 4: A ______ is a set of interrelated or interacting activities that transforms inputs into outputs. ______ are designed to accomplish a specific objective.
Process
Processes
