Four Dimensions of Service Management

Question 1

Dimension 1: Organizations & People

Answer 1

o Formal organizational structures (Systems of Authority)
o Culture
o Required staffing and competencies
o Roles and responsibilities

Question 2

Dimension 2: Information & Technology

Answer 2

o Information and knowledge
o Technologies
o Relationships between the components

Information Management: For many services, information management is the primary means of enabling customer value.

Question 3

Information Criteria

Answer 3

1. Availability
2. Reliability
3. Accessibility
4. Timeliness
5. Accuracy
6. Relevance

Question 4

Dimension 3: Partners & Suppliers

Answer 4

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 Goods and service supply
o Every organization and every service depend on some extent on services provided by
other organizations.
o Service integration and management
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

▪ 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 5

Service integration and management

Question 6

Dimension 4: Value Streams & Processes

Answer 6

Value streams and processes define the activities, workflows, controls and
procedures needed to achieve agreed objectives.
▪ Activities the organization undertakes
▪ How activities are organized
▪ How value creation is ensured for all stakeholders efficiently and effectively

Question 7

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.

Answer 7

value stream

Question 8

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

Answer 8

Value Stream optimization

Question 9

a set of interrelated or interacting activities that transforms inputs into outputs.

Answer 9

Process

Question 10

o A well-defined process can improve productivity within and across organizations.
o Value streams and processes for products and services:
▪ 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 10

Value Streams and processes

Question 11

External Factors Influencing the Dimensions

Answer 11

The PESTLE model describes factors that constrain or influence how a service
provider operates.
▪ Political, Economic, Social, Technological, Legal, Environmental