FOUR DIMENSIONS OF SERVICE MANAGEMENT: OBJECTIVE 3.1 Describe the four dimensions of IT Service Mgmt Flashcards
1 Organization & People
How will we FORM our organizational structures? (to support the services and products we want to deliver to our end user. Co create value for our consumer
Set up Biz - Sole Proprietorship, in the US, World?
Set up Hierarchy - vertical (Vertical structures tend to be more process-driven) or horizontal (Horizontal structures tend to be more agile) organization
How to break up company, IT, and Sales in one building
Staffing by Finding the Right People
Continual training and development of your WORKFORCE is important. Compenticies are current
Roles and Responsibilities (small company - wear lots of hats, large companies one hat - accountant)
Culture - shared values and attitudes of the organization
Communication - Formal or Informal
CULTURE starts at the top and funnels down throughout the company
How to facilitate value to the consumer when we think of product and services = value
2 Information & TECHNOLOGY
Co create value for our consumer
Technology
IT Service: - all IT peeps will deal on a daily basis (Uber - company needs app, website, bitcoin..etc.
IT Service Mgmt - Technology that supports IT Service Management ensures the business can function properly (allow biz to function - process flow, inventory system, its not delivering the service to the end user, but is needed. ie. intranet for Knowledge mgmgt. its supporting.
Cometimes the technology may be used in BOTH areas. AI - supporting end user vs. supporting internal staff to support end user.
3 Partners & Suppliers
People, but not in 1 (org & people internal to company). Partners & Suppliers are external to us and not one in the same.
Service provider and service consumer RELATIONSHIP.
Some is consuming and someone is providing (we could be doing both)
What is your organization’s partner and supplier STRATEGY? ie. if critical, make them a partner, if not they may be supplier. (ie. Dion has a partnership with new book and give feedback on new books). Partner has buy in, part of longterm plan and forecast. Partners share common goals and risks and collaborate to achieve desired outcomes.
Supplier - Paper, toner and ink - commodity. Amazon supplies. if it doesn’t get delivered, you can find someone else. (Commodity based - prices, quality or exchange mode) FORMAL CONTRACTS, CLEAR SEPARATION OF ROLES. I get X amount reams of paper, its a deliverable. Outsource a function, its a supplier.
EVERY organization relies on other partners and suppliers.
What is YOUR supplier strategy (care about quality, price or exchange with people.) Build technology and put it on cloud, Pick 1 of 3 cloud services: Google Cloud
services Microsoft - Asure, Amazon - AWS, people will get trained to get certificates. (long term strategy with organization) Build yourself around that strategy. Different level of partnership with supplier.
Integration: Service integration and management might be kept WITHIN the organization.
Service Integration and Mgmt - Involves the use of specially established integrators to ensure that service relationships are properly coordinated.
ie. website needs to be coded. graphics by graphic designer…lots of people involved. Do it self within company OR outsource it to Service Integration and Mgmt and organize this. If you use it, it is your organization’s strategy is based upon its goals, culture. etc.
4 Value Streams & Processes
Value Streams & Processes define the activites, workflows, controls and procedures needed to achieve the agreed upon objectives
The activities undertaken
How activities are organized
How value creation is ensured
Value Stream: A series of steps an organization undertakes to create and deliver products and services to service consumers
ie. 3 steps, lunch today. walk and order fries
step 2. wait while cook food
step 3. eat
transformation from raw materials and then add value and give to client. Non value added activity, waste on fry oil, burger packaging, clean up mess . Things we do to add value and minimize waste!
OPTIMIZE THEN AUTOMATE
Once we get it right, repeat it. continue with example, company automates ordering and all they have to do is cook and serve food.
Process: A set of interrelated or interacting activities that transforms inputs into outputs. Process are designed to meet a certain objective
Example - 3 step process to meet certain objective - get person lunch. INPUT TO ACTIVITIES TO OUTPUT
A well-defined PROCESS can improve productivity, be optimized, and then become automated.
Looking at products and services, ask:
What is the GENERIC delivery model for the service and how does the service work? What is the process and sets of process when put together are the value stream?
What are the value streams involved in delivering the agreed OUTPUTS of the service. ie. delivery of video stream.
Who and what will perform the required service ACTIONS.
Some processes are part of value streams
2 INFORMATION & Technology
INFORMATION MGMT - For many services, info mgmt is the PRIMARY means of enabling customer value. (ie. newspaper online, you are delivering data online. Info is very important.
Challenges to make sure things are there to get to client:
Availability, Reliability, Timeliness, Accuracy, Relevance
Information Management has CHALLENGES such as security and regulatory compliance requirements
Is it compatible with the current ARCHITECTURE? (working with current technology)
?Does it raise any regulatory, compliance, or info security control ISSUES? (ie. personal info how to protect it.
?Will it continue to be VIABLE in the foreseeable future? (3-4 MONTHS OR 3 YRS?)
?Does it align with the service provider or service consumer STRATEGY? (it co start doing health when it focus on IT stuff)
?Does the organization have the right SKILLS to support and maintain the technology? (ie. move to cloud, have people who can manage this)
?Does it have enough AUTOMATION capabilities to be developed, deployed, and operated? (ie. trying to minimize overhead and lower costs)
?Does it have additional CAPABILITIES that can be leveraged for other products or services? (ie. how AWS started, built large server farms and starting selling services because others may serve another purpose)
?Does it introduce new RISKS or CONSTRAINTS to the organization? (ie. move everything to cloud, how does it work from data loss or compliance strategy.
Organizational CULTURE will have an impact on your risk tolerance (i.e small co - take a lot of risk, large co - small risk, do more stable and tried and true.
Applying the four dimensions
Bring it home and real life example
Co create value with our consumers:
Consider the process Incident mgmt, when somethings happens to our service and product:
1 Organizations and people - how are we organizing teams: SD handling this, T1 or T2, how to communicate, esclate to diff Tiers. Training? Qualifications? Interact? Keep the right people, pay, educate.
Information & Technology: Process standpoint - how to write down incident or in software tracking. How to make sure printer incident is not related to last incident w/printer. Configuration items? User are in one building - prob is with building. KBA, process, how to detect, communicate, share and organize data
3 partners and suppliers: Maybe printer is broken, no supplies (paper or toner). What about external teams that will assist. What about mgmt of printers and not doing a good job. How to escalate small or large services. How do they communicate back to us. How to operated with P & S.
4 Value Streams & Processes: Look at value stream and process of printing because its not optimize properly. Remove step 2 and conduct step 1, 3, 4 and 5.
5 EXTRA CREDIT: PESTLE - out of our control. Environmentalist jams paper because they do not like all the printing going on.
Looks at 4 dimensions to figure out if you are providing value to your customer on products and services.
