Four Dimensions of Service Management

Question 1

What are the Four Dimensions of Service Management?

Answer 1

1) Organizations & people
2) Information & technology
3) Partners & suppliers
4) Value streams & processes

Question 2

What is Dimension 1 of the Four Dimensions of Service Management?

Answer 2

Dimension 1: Organizations & People

o Formal organizational structures
o Culture
o Required staffing and competencies
o Roles and responsibilities

Question 3

What is Dimension 2 of the Four Dimensions of Service Management?

Answer 3

Dimension 2: Information & Technology

o Information and knowledge
o Technologies
o Relationships between the components

Question 4

What is Dimension 3 of the Four Dimensions of Service Management?

Answer 4

Dimension 3: Partners & Suppliers

o Service provider/service consumer relationships
o Organization’s partner and supplier strategy
o Factors that influence supplier strategies
o Service integration and management
o Service partnerships
o An organization’s strategy when it comes to using partners and suppliers should be based on its goal, culture and business environment.

Question 5

What is Dimension 4 of the Four Dimensions of Service Management?

Answer 5

Dimension 4: Value Streams & Processes

o Value streams and processes define the activities, workflows, controls and procedures needed to achieve agreed objectives.

o A value stream is a series of steps an organization undertakes to create and deliver
products and services to service consumers. It combines the organization’s value
chain activities