Four Dimensions of Service Management Flashcards
To support a holistic approach to service management that represents perspectives which are relevant to the whole SVS, including the entirety of the SVS and all ITIL practices.
Four Dimensions of Service Management.
What are the 4 dimensions of Service Management?
Organizations & People, Information & Technology, Partners and Suppliers, Value Streams and Processes.
What dimension pertains to formal organizational structures, culture, staffing, competencies, roles, and responsibilities.
Organizations & People (Dimension 1)
Systems of Authority, Roles & Responsibilities, Right level of workforce capacity/competence, culture.
Organizations
Shared values/attitudes, Leaders that champion and advocate the values, Communication, Trust & Transparency.
Culture
Management/Leadership styles, Updating skills/competencies, Communication/Collaboration, Broad knowledge, Common objective, break down silos.
People
Which dimension pertains to information, knowledge, technologies, relationships between components.
Information & Technology (Dimension 2)
What area do the following support? Workflow Mgmt, Knowledge bases, Communication systems, Analytical Tools, Inventory Systems, Remote collaboration, Mobile platforms, Artificial Intelligence, Cloud Solutions, Machine Learning
Technologies supporting service management
What area do the following support? IT Architecture, Applications, Databases, Communication Systems, Blockchain, Artificial Intelligence, Cognitive Computing, Cloud Computing, Mobile Applications.
Technologies supporting IT Services
For many services, _______ is the primary means of enabling customer value.
Information Management
What is Availability, Reliability, Accessibility, Timeliness, Accuracy, Relevance
Information Criteria
What dimension focuses on these challenges presented by security and regulatory compliance requirements?
Compatibility w/ current architecture, Does the organization have the right skills to support and maintain it? , Does it raise any regulatory/compliance/security control issues? , Does it have sufficient automation capabilities to be developed/deployed/operated? , Viability in foreseeable future, Additional capabilities that can be leveraged for other products/services, Alignment with the service provider or consumer strategy, Introduction of new risks or constraints to the organization?
Information & Technology (Dimension 2)
________ and the nature of the organization’s business will have an impact on which technologies it chooses to use
Organizational Culture
What dimension pertains to: Service provider/consumer relationships, Organizations partner/supplier strategy, Factors that influence suppliers
Partners & Suppliers (Dimension 3)
Share common goals/risks. Collaborate to achieve desired outcomes.
Service Partnerships
Formal contracts. Clear separation of responsibilities.
Goods & Service Supply
Involves the use of a specially established integrator to ensure that service relationships are properly coordinated. May be kept within the organization or can be delegated to a trusted partner.
Service Integration & Management
An ______ ________ when it comes to using partners and suppliers should be based on its goal, culture, and business environment.
Organization’s Strategy
What dimension pertains to defining the activities, workflows, controls, and procedures needed to achieve agreed objectives.
Value Streams & Processes (Dimension 4)
A _______ is a series of steps an organization undertakes to create and deliver products/services to service consumers. It combines the organization’s value chain activities.
Value Stream
_________ may include process automation or adoption of emerging technologies and ways of work to gain efficiencies or enhance user experience.
Value Stream Optimization
Set of interrelated or interacting activities that transforms inputs into outputs. Designed to accomplish a specific objective.
A Process
A well-defined process can improve ____ within and across organizations.
Productivity
What is the generic delivery model for the service, and how does the service work? What are the value streams involved in delivering the agreed outputs of the service? Who, or what, performs the required service actions?
Value streams & processes for products and services
The PESTLE model describes these factors that constrain or influence how a service provider operations.
Political, Economic, Social, Technological, Legal, Environmental
