4 Dimensions of Service Management Flashcards
What are the 4 dimensions of service management?
1) Organizations and people
2) Information and technology
3) Partners and Suppliers
4) Value Streams and Processes
True or False: Failure to address all of 4 dimensions of service management may result in a service becoming undeliverable or not meeting expectations of quality or efficiency.
True
True or False: Failure to address all of 4 dimensions of service management may result in a service becoming undeliverable or not meeting expectations of quality or efficiency.
True
Organizations and People dimension:
Every ______ in the organization should have a clear understanding of their contribution towards creating value for the organization.
Person
Organization and People dimension:
It is useful to promote a culture of ______ and _______ in an organization that encourages its members to raise and escalate issues and facilitates corrective actions before any issues have an impact on customers.
Trust and transparency
Information and technology division:
When applied to the service value system, the information and technology dimension includes the information and ________ necessary for the management of services as well as the technologies required.
knowledge
Information and Technology dimension:
Technologies that support service manamgent include (but are not limited to) workflow management systems, knowledge bases, inventory systems, communication systems and ________ tools.
Analytical
Information and Technology dimension:
Organizations should consider the following in regards to information:
1) What information is managed by the ______?
2) What supporting information and ________ are needed to deliver and manage the services?
3) How will the information and _________ assets be protected, managed, archived and disposed of?
1) Service
2) knowledge
3) knowledge
Information and technology dimension:
True or False: A network management service facilitates value creation for its users by maintaining and providing accurate information about an organization’s active network connections, and utilization, allowing it to adjust its network bandwidth capacity.
True
Information and Technology Dimension:
Key questions to ask when considering a technology for use in the planning, design, transition or operation of a product or service:
1) Is the technology compatible with the current ______?
2) Does the technology raise any ______ or other compliance issues?
3) Is this a technology that will continue to be viable in the foreseeable future?
4) Does this technology align with the strategy of the service provider or consumer?
5) Does this organization have the right skills across its staff and suppliers to support and maintain it?
6) Does this technology have sufficient automation capabilities?
7) Does this technology offer additional capabilities that might be leveraged for other products?
8) Does this technology introduce new risks or constraints to the organization?
1) architecture
2) regulatory
Partners and Suppliers Dimension:
True or False: The partners and suppliers dimension encompasses an organization’s relationships with other organizations that are involved in the design, development, deployment, delivery support and/or continual improvement of services.
True
Partners and Suppliers Dimension:
When it comes to using partners and suppliers. an organizations _________ should be based on its goals. culture and business environment.
Strategy
Partners and Suppliers Dimension: Factors that may influence an organization's strategy when using suppliers: 1) Strategic \_\_\_\_\_\_\_\_ 2) Corporate \_\_\_\_\_\_\_ 3) \_\_\_\_\_\_ scarcity 4) \_\_\_\_\_\_\_ Concerns 5) Subject matter \_\_\_\_\_\_ 6) External\_\_\_\_\_\_\_\_\_\_\_\_\_ 7) Demand \_\_\_\_\_\_\_\_\_\_\_
1) Strategic Focus
2) Corporate Culture
3) Resource Scarcity
4) Cost concerns
5) Subject matter expertise
6) External constraints
7) Demand patterns
Value Streams and Processes dimension
1) Value streams and processes defines the activities, workflows, controls and _____ needed to achieve agreed objectives.
procedures
Value Streams and Processes dimensions:
A series of steps an organization undertakes to create and deliver products and services to consumers.
Value Stream
Value Streams and processes dimension
True or False: An organization should examine how they perform work and map all of the value streams they can identify.
True
Value Streams and Processes
A ________ is a set of activities that transform inputs to outputs.
Process
Value Streams and processes dimension:
A set of interrelated or interacting activities that transform inputs into outputs and define the sequence of activities and their dependencies.
Process
Value Streams and Processes:
When applied to product and services, this dimension helps to answer the following questions critical to service design, delivery and improvement:
1) What is the generic delivery model for the service and how does the service work?
2) What are the value streams involved in delivering the agreed ______ of a service?
3) Who or what performs the required ______ actions?
outputs and service actions
4 ITIL Dimensions:
What is PESTLE or PESTEL?
External factors that influence the 4 dimensions of service management:
Political Economic Society Technological Legal Environmental
