4 Dimensions Of The SMS

Question 1

What are the four dimensions of the service management system? (+ factors)

Answer 1

1) Organizations & people
2) Information & technology
3) Partners & suppliers
4) Value steams & processes
5) Pestel: political, economical, social, technological, legal & environmental factors

Question 2

To what do the 5 dimensions of the service management system lead?

Answer 2

Value created by products & services.

Question 3

Explain the first dimension (organizations and people) of the service management system.

Answer 3

Organizations and People:
ƒ- Formal organizational structures and culture.
- Roles, responsibilities, and systems of authority and
communication.
- Skills and competencies of teams or individual members, management and leadership styles.

Question 4

Explain the second dimension (information and technology) of the service management system.

Answer 4

Information and Technology:

• Information, knowledge, and technologies necessary for service management.
• Relationships between different components of the SVS, such as the inputs and outputs of activities and practices.
• Information created, managed, and used in the course of service provision and consumption, and the technologies that support and enable a particular service.
• Exchange of information between different services and service components.

Question 5

Explain the third dimension (Partners and suppliers) of the service management system.

Answer 5

Partners and Suppliers:

• Relationships with other organizations that are involved in the design, development, deployment, delivery, support, and/or continual improvement of services.
• Contacts and other agreements between the organization and its partners or suppliers.

Question 6

Explain the fourth dimension (Value streams and processes) of the service management system.

Answer 6

Value Streams and Processes:

• Working of various parts of the organization in an integrated and coordinated way to enable value creation through products and services.
• Activities, workflows, controls, and procedures needed to achieve agreed objectives.
• Identification and understanding of the various value streams and structuring the organization’s service and product portfolios around value streams allows.
• Identification and removal of any barriers to workflow and non-value-add activities, that is waste.