4 Dimensions of Service Management

Question 1

What are the 4 dimensions of service management?

Answer 1

Organizations and people
Information and technology
Partners and suppliers
Value streams and processes

Question 2

Organizational Culture

Answer 2

Culture is the way in which an organization carries out its work that creates shared values and attitudes over time. Adopting the ITIL guiding principles can be a good starting point for establishing a healthy organizational culture.

Question 3

Service Management

Answer 3

Service management refers to the technologies that support service management, which include but are not limited to workflow management systems, knowledge bases, inventory systems, communication systems, and analytical tools.

Question 4

IT services

Answer 4

IT services refer to information and technology that include the information created, managed, and used in the course of the service provision and consumption, and the technologies that support and enable that service.

Question 5

Partners and suppliers

Answer 5

This 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.

Question 6

Factors that influence an organization’s strategy when using suppliers

Answer 6

Strategic focus - an organizational preference for outsourcing non-core supporting functions or retaining control
Resource scarcity
Corporate culture
Demand patterns
Cost concerns
Subject matter expertise

Question 7

Value Stream

Answer 7

A value stream is a series of steps an organization undertakes to create and deliver products and services to customer.

Question 8

Process

Answer 8

A process is a set of interrelated or interacting activities that transform inputs to outputs. Processes define the sequence of actions and their dependencies.