Lesson 3: Four Dimensions of Service Management Flashcards
What are the four dimensions of service management?
- Organizations and people
- Information and technology
- Partners and suppliers
- Value streams and processes
What three things are included in the organization element of the first dimension of service management, “Organization and People?”
- Organizational structure and management
- Roles and responsibilities
- Systems of authority and communication
What four things are included in the people element of the first dimension of service management, “Organization and People?”
- Customers
- Employees of suppliers
- Employees of service provider
- Any other stakeholders
What four things should receive attention according to the first dimension of service management, “Organization and People?”
- Skills
- Competencies
- Management and leadership styles
- Communication and collaboration abilities
What is the first dimension of service management?
Organization and People
What is the second dimension of service management?
Information and Technology
What is the information element of the second dimension of service management, “Information and Technology?”
Data that the service consumer uses to produce outcomes.
What is included in the technology element of the second dimension of service management, “Information and Technology?”
Systems, databases, and analytical tools used by the service provider.
In what dimension of service management do security and compliance live?
The second dimension, “Information and Technology.”
What is the third dimension of service management?
Partners and suppliers.
What are the suppliers in the third dimension of service management, “Partners and Suppliers?”
Third-party organizations that provide services.
What are the partners in the third dimension of service management, “Partners and Suppliers?”
Partners that provide more complex and long-term services.
What is the fourth dimension of service management?
Value Streams and Processes.
What is a value stream?
A set of processes that create outcomes.
What is a process?
A set of interrelated activities that turns inputs into outputs.
According to the fourth dimension of service management, “Value streams and processes,” what do procedures identify?
Who does what within process activities.
According to the fourth dimension of service management, “Value streams and processes,” what do work instructions identify?
How each process activity is carried out.
What four value chain activities can we use the value stream to understand and improve?
- Analyze the current state.
- Identify workflow barriers.
- Remove waste.
- Improve productivity.
What type of approach do the four dimensions represent?
Holistic
Which is a key focus of the “value streams and processes” dimension of service management?
A. Knowledge sharing with partners
B. Activity workflows
C. Security and compliance
D. Roles and responsibilities
B. Activity workflows
Comments:
A. Knowledge sharing with partners - Partners and Suppliers
C. Security and compliance - Information and Technology
D. Roles and responsibilities - Organization and People
What is the key focus of the “organizations and people” dimension?
Roles and responsibilities
Which service management dimension is focused on third parties and how they are managed?
Partners and Suppliers
Which is a focus of the “partners and suppliers” dimension?
A. Roles and responsibilities
B. Activity workflows
C. Security and compliance
D. Relationship with providers
D. Relationship with providers
Comments:
A. Roles and responsibilities - Organization and people
B. Activity workflows - Value streams and processes
C. Security and compliance - Information and Technology
According to which dimension of service management are artificial intelligence, mobile platforms, cloud solutions, remote collaboration tools, automated testing and deployment tools, machine learning and other cognitive computing solutions, used at all levels?
Information and technology
Which service management dimension focuses on what activities the organization undertakes and how they are organized, as well as how the organization ensures that it is enabling value creation for all stakeholders efficiently and effectively?
Value streams and processes
Which service management dimension states that every organization and every service depend, to some extent, on services provided by other organizations?
Partners and suppliers
Which service management dimension states that it is important to ensure that the structure and management, as well as roles, responsibilities and systems of authority and communication are well-defined and support the overall strategy and operating model?
Organization and people
Which service management dimension incorporates the relationships between different components of the Service Value System, such as the inputs and outputs of activities and practices?
Information and technology
Which service management dimension states that identifying and understanding the series of steps an organization uses to create and deliver products and services to a service consumer is critical to improving overall performance?
Value streams and processes
Which service management dimension dictates that attention should be paid not only to the skills and competencies of teams or individual members, but also to management and leadership styles, and to communication and collaboration skills?
Organization and people
Which service management dimension includes incorporating contracts and other agreements?
Partners and suppliers
Which service management dimension includes the information and knowledge necessary for service management?
Information and technology
Which service management dimension defines the activities, workflows, controls and procedures needed to achieve agreed objectives?
Value streams and processes
Which service management dimension states that customers, employees of suppliers, employees of the service provider, or any other stakeholder in the service relationship are a key element?
Organization and people
Which service management dimension encompasses an organization’s relationship with other organizations that are involved in the design development deployment delivery support, and or continual improvement of services?
Partners and suppliers
Which service management dimension is concerned with how the various parts of the organization work in an integrated and coordinated way to enable value creation through products and services?
