Four dimensions of service management Flashcards
What are the four dimensions of service management?
- organizations & people
- Information & technology
- Partners & suppliers
- Value streams and processes
Objective of organization to create value for its stakeholder is achieved through _______________ which is achieved through _____________
provision and consumption of services
holistic approach
key elements of organizations and people
- 9.
the ___________ dimensions is complex in nature
organizations and people
the _________ dimensions is defined by structured and well managed organization with roles and responsibilities, systems and authority well defined
organizations and people
in the __________ dimension, leaders of the organization champion and advocate values which motivate people to work in desired ways.
organizations and people
in the ________________ dimension, organization carries out its work that creates shared values and attitudes, which over time are considered the organization’s culture.
organizations and people
skills and competencies of individual members are part of the __________ dimension.
organizations and people
management and leadership styles are defined in the __________ dimension
organizations and people
communication and collaboration skills are defined in the ___________ dimension.
organizations and people
in the _________ dimension, to ensure proper levels of collaboration and coordination, people should understand the interfaces between their specializations and roles
organizations and people
in the __________ dimension, every person in the organization should know their contribution towards creating value for the organization, its customers and stakeholders
organizations and people
the __________ dimension is defined by information and knowledge necessary for the management of services, as well as the technology required
information and technology
2.
the __________ dimension also incorporates the relationships between different components of the service value system, such as the inputs and outputs of the activities and practices.
information and technology
what are some technologies that support service management
- workflow management systems
- knowledge bases
- inventory systems
- communication systems
- analytical tools
a model of enabling on-demand network access to a shared pool of configurable computing resources that can be rapidly provided with minimal management effort or provider interaction is called ___________
cloud computing
what are the 5 characteristics of cloud computing?
- on demand availability (often self-service)
- network access (often internet access)
- resource pooling (often among multiple organizations)
- rapid elasticity (often automatic)
- measured service (often from service consumer’s perspective)
____________ may be kept within the organization but can also be delegated to a trusted partner within partner and suppliers dimension.
service integration and management
every organization and every service depend on services provided by other organizations correlates with which dimensions?
partners and suppliers
the ________ dimension encompasses an organization’s relationships with other organizations that are involved in the design, development, deployment, delivery, support and/or continual improvement of services
partners and suppliers
the ________ dimension also incorporates contracts and other agreements b/w the organization and its partners and suppliers.
partners and suppliers
one method an organization may use to address the partners and suppliers’ dimension is ______________
service integration and management
the ___________ dimension involves the use of a specially established integrator to ensure that service relationships are properly coordinated
partners and suppliers
factors that may influence an organization’s strategy when using ________ are:
1. strategic focus
2. corporate culture
3. resource scarcity
4. cost concerns
5. subject matter expertise
6. external constraints
7. demand patterns
suppliers
some organizations may prefer to focus on their core competency and to outsource non-core supporting functions to third parties; others may prefer to stay as self-sufficient as possible, retaining full control over important functions. this describes __________
strategic focus
some organizations have a historical preference for one approach over another. long standing culture bias is difficult to change without compelling reasons
corporate culture
if a required resource or skillset is in short supply, it may be difficult for the service provider to acquire what is needed without engaging a supplier. What is this called?
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. This is _________.
cost concerns
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 codes of conduct, and social, political or legal constraints may impact an organization’s supplier strategy. These are examples of _________.
external constraints
customer activity or _______ for services may be seasonal or demonstrate high degrees of variability. These __________ may impact the extent to which organizations use external service providers to cope with variable demand.
demand patterns
_________ is a a series of steps an organization uses to create and deliver products and services to a service consumer.
value stream and processes
a _____________ is a combination of the organization’s value chain activities
value stream
the _______________ dimension defines the activities, workflows, controls, and procedures needed to achieve objectives
value stream and processes
the __________ dimensions is concerned with how various parts of the organization work in an integrated and coordinated way to enable value creation through products and services
value stream and processes
The __________ 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 stream and processes
What are the external factors that affect each of the four dimensions of service management?
Political
Economical
Social
Technological
Legal
Environmental
