Lesson 3: Four Dimensions of Service Management

Question 1

What are the four dimensions of service management?

Answer 1

1. Organizations and people
2. Information and technology
3. Partners and suppliers
4. Value streams and processes

Question 2

What three things are included in the organization element of the first dimension of service management, “Organization and People?”

Answer 2

1. Organizational structure and management
2. Roles and responsibilities
3. Systems of authority and communication

Question 3

What four things are included in the people element of the first dimension of service management, “Organization and People?”

Answer 3

1. Customers
2. Employees of suppliers
3. Employees of service provider
4. Any other stakeholders

Question 4

What four things should receive attention according to the first dimension of service management, “Organization and People?”

Answer 4

1. Skills
2. Competencies
3. Management and leadership styles
4. Communication and collaboration abilities

Question 5

What is the first dimension of service management?

Answer 5

Organization and People

Question 6

What is the second dimension of service management?

Answer 6

Information and Technology

Question 7

What is the information element of the second dimension of service management, “Information and Technology?”

Answer 7

Data that the service consumer uses to produce outcomes.

Question 8

What is included in the technology element of the second dimension of service management, “Information and Technology?”

Answer 8

Systems, databases, and analytical tools used by the service provider.

Question 9

In what dimension of service management do security and compliance live?

Answer 9

The second dimension, “Information and Technology.”

Question 10

What is the third dimension of service management?

Answer 10

Partners and suppliers.

Question 11

What are the suppliers in the third dimension of service management, “Partners and Suppliers?”

Answer 11

Third-party organizations that provide services.

Question 12

What are the partners in the third dimension of service management, “Partners and Suppliers?”

Answer 12

Partners that provide more complex and long-term services.

Question 13

What is the fourth dimension of service management?

Answer 13

Value Streams and Processes.

Question 14

What is a value stream?

Answer 14

A set of processes that create outcomes.

Question 15

What is a process?

Answer 15

A set of interrelated activities that turns inputs into outputs.

Question 16

According to the fourth dimension of service management, “Value streams and processes,” what do procedures identify?

Answer 16

Who does what within process activities.

Question 17

According to the fourth dimension of service management, “Value streams and processes,” what do work instructions identify?

Answer 17

How each process activity is carried out.

Question 18

What four value chain activities can we use the value stream to understand and improve?

Answer 18

1. Analyze the current state.
2. Identify workflow barriers.
3. Remove waste.
4. Improve productivity.

Question 19

What type of approach do the four dimensions represent?

Answer 19

Holistic

Question 20

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

Answer 20

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

Question 21

What is the key focus of the “organizations and people” dimension?

Answer 21

Roles and responsibilities

Question 22

Which service management dimension is focused on third parties and how they are managed?

Answer 22

Partners and Suppliers

Question 23

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

Answer 23

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

Question 24

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?

Answer 24

Information and technology

Question 25

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?

Answer 25

Value streams and processes

Question 26

Which service management dimension states that every organization and every service depend, to some extent, on services provided by other organizations?

Answer 26

Partners and suppliers

Question 27

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?

Answer 27

Organization and people

Question 28

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?

Answer 28

Information and technology

Question 29

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?

Answer 29

Value streams and processes

Question 30

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?

Answer 30

Organization and people

Question 31

Which service management dimension includes incorporating contracts and other agreements?

Answer 31

Partners and suppliers

Question 32

Which service management dimension includes the information and knowledge necessary for service management?

Answer 32

Information and technology

Question 33

Which service management dimension defines the activities, workflows, controls and procedures needed to achieve agreed objectives?

Answer 33

Value streams and processes

Question 34

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?

Answer 34

Organization and people

Question 35

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?

Answer 35

Partners and suppliers

Question 36

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?