ITIL 4 The 4 Dimensions of Service Management

Question 1

What do the 4 dimensions do?

Answer 1

The 4 dimensions collectively support a holistic approach to service management. They are relevant to the entire service value chain (SVC).

• Provide effective and efficient facilitation of value to customers.
• Represents perspectives that are relevant to the whole SVS
• Understand constraints placed upon SVS by external factors outside their control.

Question 2

What are the 4 Dimensions

Answer 2

1. Organisations and People
2. Information and Technology
3. Partners and Suppliers
4. Value Streams and Processes

Question 3

What can happen if we don’t address the 4 dimensions properly

Answer 3

• If we don’t address these 4 dimensions properly we can end up with undeliverable services, or ones that do not meet customer expectation.

Question 4

Define the dimension - Organisations and People

Answer 4

• Organisational complexity is growing, so roles, responsibilities and systems of organisation should be well defined. Use RACI charts or RACI VS Matrix
• Communication should support the overall strategy of the organisation. People need to know who/when/how to communicate.
• Effectiveness hinges on culture of organisation, which needs to support the objective and right level of competencies and capacities of work force
• Every person in organisation needs to have a clear understanding of what they do to contribute to success.

Question 5

Define the Information part of the Information and Services dimension

Answer 5

• What information is managed by the services
• What supporting information and knowledge are needed to deliver and manage the services
• How will the information and knowledge of assets be protected, managed, archived and disposed of.

Question 6

Define the Technology part of the Information and Services dimension

Answer 6

• Is this technology compatible with the current architecture of the business
• What about regulatory or other compliance issues with the organisations policies
• Is the technology viable for the foreseeable future
• Does the technology align with the strategy of the service provider and customers
• Do you have the right skill sets to operate and maintain the technology

Question 7

Define the Partners and Suppliers dimension

Answer 7

• Partners and suppliers encompasses an organisations relationships with other organisations in the areas of
  
  • Design, Development, Delivery, Support

Question 8

The Partners and Suppliers dimension can be addressed in different ways, give some examples

Answer 8

• Strategic Focus - Company may prefer to focus on core competency and outsource supporting functions
• Corporate Culture - Historical preference for an approach
• Resource Scarcity - If skillset is in short supply could be difficult
• Cost Concerns - What is the economical way
• Subject Matter Expertise - Train or Outsource
• External Constraints - You may need outside help which could cost issues, or govt legislations
• Demand Patterns - Seasonal or Variable demand patterns can change approach

Question 9

Define the dimension, Value Streams and Processes

Answer 9

• How do the parts of an organisation work in an integrated and coordinated fashion?
• How do we enable value creation through products and services
• What activities doe we undertake and how are they organised efficiently

Question 10

Define the term Value Stream

Answer 10

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

Question 11

Define the term Process

Answer 11

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

Question 12

The dimensions operate within the constant influence of external factors, what are these commonly known as

Answer 12

P.E.S.T.L.E

Question 13

What are the P.E.S.T.L.E factors

Answer 13

• Political Factors
• Economical Factors
• Social Factors
• Technological Factors
• Legal Factors
• Environmental Factors