C846-2 Flashcards
P.E.S.T.L.E
Political Economic Social Technological Legit Environment
What are the four dimensions that are critical to the effective and efficient facilitation of value for customers and other stakeholders in the form of products and service?
Organizations and People
Information and Technology
Partners and Suppliers
Value Streams and Processes
What represents perspectives which are relevant to the whole SVS?
The Four Dimensions
The first dimension of service management is
Organizations and People
_________ are a key element on the Organization and People dimension
People
Which dimension covers roles and responsibilities, formal organizational structures, culture, and required staffing and competencies, all of which are related to the creation, delivery, and improvement of a service.
Organization and People
The second dimension of service management is
Information and Technology
Which dimension includes information and knowledge necessary for the management of services, as well as the technologies required.
Information and Technology
________ incorporates the relationships between different components of the SVS, such as inputs and outputs of activities and practices.
Information and Technology
________ includes information created, managed, and used in the course of service provision and consumption, and the technologies that support and enable that service.
Information and technology
______ is the primary means of enabling customer value.
Information
How information is exchanged between different services and service components belongs to which dimension.
information and Technology
A model for enabling on-demand network access to a shared pool of configurable computing resources that can be provided with minimal management effort or provider interaction.
Cloud Computing
The challenges of information management, such as those presented by security and regulatory compliance requirements, belong to which dimension?
Information and Technology
The third dimension of service management is
Partners and Suppliers
Every organization and every service depends to some extent on ______ provided by other organizations
Services
Which dimension encompasses an organization’s relationships with other organizations that are involved in th design, development, delivery, support, and/or continual improvement of service?
Partners and Suppliers
Which dimension incorporates contracts and other agreements between the organization and its partners or suppliers?
Partners and Suppliers
When it comes to Partners and Suppliers, an organization’s strategy should be based on its ___________
Goals
Culture
Business Environment
An example of a Goods Supply
Computers and Phones
An example of Service Delivery
Cloud Computing
An example of Service Partnership
Shared goals (Value Co-created)
Service integration and management is a method an organization may use to address which dimension?
Partners and Suppliers
This involves the use of a specially established integrator to ensure that service relationships are properly coordinated
Service Integration and Management
Some organizations prefer to focus on their core competency and to outsource non-core supporting functions to third parties. Others may prefer to start as self-sufficient as possible, retaining full control over all important functions.
Strategic Focus
Some organizations have a historical preference for one approach over another. Longstanding culture bias is difficult to change without compelling reasons.
Corporate Culture
If a required resource or skillset is on short supply, it may be difficult for the service provider to acquire what is needed without engaging a supplier.
Resource Scarcity
A decision may be influenced by whether the service provider believes that it is more economical to source a particular requirement from a supplier.
Cost Concern
The service provider may believe that it is less risky to use a supplier that already has expertise in a required area, rather than trying to develop and maintain the ______ in house.
Subject Matter Expertise
Government regulation or policy, industry code of conduct, and social, political, or legal constraints may impact an organization’s supplier strategy.
External Constraints
Customer activity or request for services may be seasonal or demonstrate high degree or variability. These may impact the extent to which organizations use external service providers to cope with variable demand.
Demand Patterns
The fourth dimension of service management
Value Streams and Processes
Which dimension defines the activities, workflow, controls, and procedures needed to achieve agreed objectives
Value Streams and Processes
Which dimension is concerned with how the various parts of the organization work in an integrated and coordinated way to enable value creation through products and services.
Value Streams and Processes
Which dimension focuses on what activities the organization undertakes and how they are organized, as well as how the organization ensures that it is enabling value creation for all stakeholders efficiently and effectively
Value Streams and Processes
A series of steps that an organization uses to create and deliver products and services to a service consumer
Value Stream
A set of patterns within the value chain operation
Value Stream
What is a combination of the organization’s value chain activities
Value Stream
True or False
Identifying and understanding the various value streams an organization has is critical to improving its overall performance.
True
Structuring the organization’s activities in the form of _________________ allows it to have a clear picture of what it delivers and how, and to make continual improvements to its service.
Value Streams
A set of activities that transform input to output
Processes
Describes what is done to accomplish an objective.
Processes
outlines who is involved in the process
Procedures
Explains how processes are carried out
Work Instructions
