Four Dimensions of Service Management

Question 1

What are the Four Dimensions of Service Management and the factors that affect them?

Answer 1

Organisations and People
Information and technology
Partners and Suppliers
Value Streams and Processors

Factors - 
Political
Economical
Social
Technological
Legal
Environmental

Question 2

What are the things to consider in the Organisation and people dimension?

Answer 2

Organisational Structure - should
Support the organisations strategy and operating model.
Roles and Responsibilities
Culture

Question 3

What areas need to be addressed when dealing with people/stakeholders?

Answer 3

Skills and competencies
Management and leadership style
Communication and collaboration

Question 4

What kind of information maybe be stored and how may it be manipulated?

Answer 4

Customer
Products
Employees
Managing IT services

Manipulated to meet the organisations needs and provide value to customers

Question 5

How is technology used in Service Management and give examples for each.

Answer 5

Supporting IT services - tech and infrastructure that service comprises of.
Eg- applications, databases, cloud, apps

Supporting service management- helps service providers to manage the service
Eg- comms systems, cloud solutions, workflow management, knowledge bases, inventory systems.

Question 6

What may partners and suppliers be involved in?

Answer 6

Contracts
Design 
Development 
Delivery 
Support
Continual improvement of services

Question 7

What does value streams and processes define and focus on?

Answer 7

Activities, workflows, controls, procedures.

Activities the organisation undertakes
How the activities are organised
How the organisation ensures it’s enabling value co-creation efficiently and effectively.

Question 8

Define Value streams.

Answer 8

A series of steps an organisation undertakes to create and deliver products and services to consumers.