3.1 Describe the Four Dimensions of service management

Question 1

Organizations and People

Answer 1

People are the key component in the Organizations and People dimension.

This includes and Stakeholder in the service relationship from customers to service providers.

The common objective is to enable value creation.

Question 2

What are the Four Dimensions of Service Management?

Answer 2

1. Organizations and People
2. Information Technology
3. Partners and Suppliers
4. Value streams and processes

Question 3

Information and Technology

Answer 3

Knowledge bases

Information and Technology applies both to the tools needed to execute effective service management, and to the technical infrastructure and applications of the services being managed.

Question 4

Partners and Suppliers

Answer 4

Contracts and other agreements between the organization and it’s suppliers

Partnership- Is the relationship between two organizations that involves working closely together to achieve common goals and objectives.

Suppliers- Are stakeholders who are responsible for providing goods and services used by an organization

All partners are suppliers, but not all Suppliers are Partners

Question 5

Value Streams and Processes

Answer 5

Workflows

Value Streams- A series of steps an organization undertakes to create and deliver products and services to consumers.

Processes- Set of interrelated activities that transform inputs into outputs.

Processes describe activities to accomplish an objective.