3.0 Four Dimensions of Service Management Flashcards by Matt McDonald

Q

What are the four dimensions of service management?

O & P

I & T

P & S

V & P

A

Organizations & People
Information & Technology
Partners & Suppliers
Value Streams & Processes

How well did you know this?

1

Not at all

2

3

4

5

Perfectly

Q

What does PESTLE stand for?

A

Political Factors
Economic Factors
Social Factors
Technological Factors
Legal Factors
Environmental Factors

How well did you know this?

1

Not at all

2

3

4

5

Perfectly

Q

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

F

C

R

R

A

Formal organizational structures
Culture
Required staffing and competencies
Roles and Responsibilities

How well did you know this?

1

Not at all

2

3

4

5

Perfectly

Q

Dimension 1: What are the 4 elements of culture

S

L

C

T

A

Shared values and attitiudes
Leaders champion and advocate the values
Communication
Trust and transparency

How well did you know this?

1

Not at all

2

3

4

5

Perfectly

Q

Dimension 1: Management and leadership styles =

A

People

How well did you know this?

1

Not at all

2

3

4

5

Perfectly

Q

Dimension 1: Updating skills & competencies =

A

People

How well did you know this?

1

Not at all

2

3

4

5

Perfectly

Q

Dimention 1: Communications and collaboration =

A

People

How well did you know this?

1

Not at all

2

3

4

5

Perfectly

Q

Dimension 1: Broad knowledge plus deep specialization =

A

People

How well did you know this?

1

Not at all

2

3

4

5

Perfectly

Q

Dimension 1: Common objective: Facilitating value creation =

A

People

How well did you know this?

1

Not at all

2

3

4

5

Perfectly

Q

Dimension 1: Break down silos =

A

People

How well did you know this?

1

Not at all

2

3

4

5

Perfectly

Q

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

I & K

T

R

A

Information and Knowledge
Technologies
Relationships between the components

How well did you know this?

1

Not at all

2

3

4

5

Perfectly

Q

Dimension 2: Workflow management =

A

Technologies supporting Service Management

How well did you know this?

1

Not at all

2

3

4

5

Perfectly

Q

Dimension 2: Knowledge bases =

A

Technologies supporting Service Management

How well did you know this?

1

Not at all

2

3

4

5

Perfectly

Q

Dimension 2: Communications systems =

A

Technologies supporting Service Management

How well did you know this?

1

Not at all

2

3

4

5

Perfectly

Q

Dimension 2: Inventory systems =

A

Technologies supporting Service Management

How well did you know this?

1

Not at all

2

3

4

5

Perfectly

Q

Dimension 2: Mobile Platforms =

A

Technologies supporting Service Management

How well did you know this?

1

Not at all

2

3

4

5

Perfectly

Q

Dimension 2: Cloud Solutions =

A

Technologies supporting Service Management

How well did you know this?

1

Not at all

2

3

4

5

Perfectly

Q

Dimension 2: Analytical tools =

A

Technologies supporting Service Management

How well did you know this?

1

Not at all

2

3

4

5

Perfectly

Q

Dimension 2: Artificial Intelligence =

A

Technologies supporting Service Management

Q

Dimension 2: Machine Learning =

A

Technologies supporting Service Management

Q

Dimension 2: IT Architecture =

A

Technologies supporting IT services

Q

Dimension 2: Databases =

A

Technologies supporting IT services

Q

Dimension 2: Blockchain =

A

Technologies supporting IT services

Q

Dimension 2: Cognitive computing =

A

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

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

1. Share common goals and risks 2. 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