Dimensions of service management Flashcards
What are the four dimension (perspectives) of service management
- Organizations & People
- Information & Technology
- Partners & Suppliers
- Value streams & Processes
Organizations & People (dimension of service management)
- How will we form our organizational structures
- Roles and responsibilities
Horizontal Structure
More agile, quicker, and creative
Vertical Structure
More process driven
Information & Technology (dimension of service management)
- Compatible with current architecture?
- Raise any regulatory, compliance, or info sec control issues?
- Continue to be viable in the foreseeable future?
- Align with the provider or consumer strategy?
- Org have right skills to support and maintain the tech?
- Enough automation capabilities to be developed,deployed and operated?
- Additional capabilities that can be leveraged for other products and services?
- Introduce new risks or constraints?
Types of technology
- Support IT service (end-user)
- Support IT service management (internal staff)
Information management
For many services, information management is the primary means of enabling customer value
Factors of information
- Availability
- Reliability
- Accessibility
- Timeliness
- Accuracy
- Relevancy
Partners & suppliers
- External org and people
Partners
- Two way
- Share common goals and risks
- Collaborate to achieve desired outcomes
- More buy-in
Suppliers
- One way
- Don’t know their plans
- Formal contracts
- Clear separation of roles
Service integration and management
Involves the use of specially established integrators to ensure that service relationships are properly coordinated
Value Streams & Processes
Define the activities workflows, controls, and procedures needed to achieve the agreed upon objectives
Value Stream
Series of steps an org undertakes to create and deliver products and services to consumers
Process
Set of interrelated or interacting activities that transforms inputs into outputs
