Dimensions of Service Management

Question 1

4 Dimensions of Service Management

Answer 1

• Organizations and People
• Information and Technology
• Partners and Suppliers
• Value Streams and Processes

Question 2

Other Dimensions

Answer 2

Outer Gear - Products and Services
Inner Gear - Value

Question 3

Organizations and People - Dimension 1 (Part 1)
- All about people and culture

Answer 3

Focused on
- Roles and Responsibilities
- Communication and Collaboration
- Culture based on shared values
- Staffing Skills and Competencies
- Governance / Management / Peoples Knowledge

Question 4

Organizations and People - Dimension 1 (Part 2)

Answer 4

Areas Affecting
- Vision / Values / Leadership
- Roles / Structure / Staff
and this will overall affect Organizational Culture

Question 5

Information and Technology - Dimension 2 (Part 1)
- Lot about Data

Answer 5

Areas - Cloud computing, Mobile apps, storage, availibility, reliability, accessibility, accuracy, communication systems, blockchain, AI, relevance

Question 6

Information and Technology - Dimension 2 (Part 2)

Answer 6

Skills - Data and related security / workflow management systems / knowledge base / inventory systems / communication systems / analytical tools / architectures / applications / databases / cognitive computing

Question 7

Partners and Suppliers - Dimension 3 (Part 1)

Answer 7

Managing 3rd party relationships and the overall level of formality that is required.

Question 8

Partners and Suppliers - Dimension 3 (Part 2)

Answer 8

• Partners share goals and risks and can also provide goods and services.
• Suppliers provide goods and services

Question 9

Value Streams and Processes - Dimension 4 (Part 1)

Answer 9

Defines what is needed to achieve objectives.
-Activities / Workflows / Controls / Procedures