Four Dimensions of Service Management

Question 1

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.

Answer 1

Four Dimensions of Service Management.

Question 2

What are the 4 dimensions of Service Management?

Answer 2

Organizations & People, Information & Technology, Partners and Suppliers, Value Streams and Processes.

Question 3

What dimension pertains to formal organizational structures, culture, staffing, competencies, roles, and responsibilities.

Answer 3

Organizations & People (Dimension 1)

Question 4

Systems of Authority, Roles & Responsibilities, Right level of workforce capacity/competence, culture.

Answer 4

Organizations

Question 5

Shared values/attitudes, Leaders that champion and advocate the values, Communication, Trust & Transparency.

Answer 5

Culture

Question 6

Management/Leadership styles, Updating skills/competencies, Communication/Collaboration, Broad knowledge, Common objective, break down silos.

Answer 6

People

Question 7

Which dimension pertains to information, knowledge, technologies, relationships between components.

Answer 7

Information & Technology (Dimension 2)

Question 8

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

Answer 8

Technologies supporting service management

Question 9

What area do the following support? IT Architecture, Applications, Databases, Communication Systems, Blockchain, Artificial Intelligence, Cognitive Computing, Cloud Computing, Mobile Applications.

Answer 9

Technologies supporting IT Services

Question 10

For many services, _______ is the primary means of enabling customer value.

Answer 10

Information Management

Question 11

What is Availability, Reliability, Accessibility, Timeliness, Accuracy, Relevance

Answer 11

Information Criteria

Question 12

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?

Answer 12

Information & Technology (Dimension 2)

Question 13

________ and the nature of the organization’s business will have an impact on which technologies it chooses to use

Answer 13

Organizational Culture

Question 14

What dimension pertains to: Service provider/consumer relationships, Organizations partner/supplier strategy, Factors that influence suppliers

Answer 14

Partners & Suppliers (Dimension 3)

Question 15

Share common goals/risks. Collaborate to achieve desired outcomes.

Answer 15

Service Partnerships

Question 16

Formal contracts. Clear separation of responsibilities.

Answer 16

Goods & Service Supply

Question 17

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.

Answer 17

Service Integration & Management

Question 18

An ______ ________ when it comes to using partners and suppliers should be based on its goal, culture, and business environment.

Answer 18

Organization’s Strategy

Question 19

What dimension pertains to defining the activities, workflows, controls, and procedures needed to achieve agreed objectives.

Answer 19

Value Streams & Processes (Dimension 4)

Question 20

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.

Answer 20

Value Stream

Question 21

_________ may include process automation or adoption of emerging technologies and ways of work to gain efficiencies or enhance user experience.

Answer 21

Value Stream Optimization

Question 22

Set of interrelated or interacting activities that transforms inputs into outputs. Designed to accomplish a specific objective.

Answer 22

A Process

Question 23

A well-defined process can improve ____ within and across organizations.

Answer 23

Productivity

Question 24

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?

Answer 24

Value streams & processes for products and services

Question 25

The PESTLE model describes these factors that constrain or influence how a service provider operations.

Answer 25

Political, Economic, Social, Technological, Legal, Environmental