Module 1: The Four Dimensions of Service Management Flashcards
What is Service Management?
Service management is a set of specialised organisational capabilities for enabling value to customers in the form of services. IT service management (ITSM) is the application of service management to IT.
Describe an organisation
A person or group of people
Operates in an integrated, coordinated way
Has distinct functions with responsibilities, authorities, and relationships
Facilitates value through fulfilling a common set of objectives
The purpose of an organisation is to create value for stakeholders
What is the definition of value?
Value is the perceived benefits, usefulness, and importance of something. This is subject to the perception of the stakeholders.
Explain the meaning of services
Services are a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks.
What is the Service Value System?
The Service Value System describes how all the components and activities of the organisation work together as a system to enable value creation. The purpose is to ensure the organisation continually co-creates value with all stakeholders through the use and management of products and services.
What is the Service Value System comprised of?
The Service Value System is comprised of:
- 7 Guiding principles
- Governance
- Service value chain
- 34 Practices
- Continual improvement
What is the Service Value Chain?
The Service Value Chain is the steps an organisation takes in the creation of value.
A set of interconnected activities that an organisation performs to deliver a valuable product or service to its customers
Each activity contributes to the value chain by transforming specific inputs into outputs.
What are the 6 activities in the Service Value Chain?
- Plan: ensure a shared understanding of the vision, current status, and improvement direction for all 4 dimensions and all products and services across the organisation.
- Engage: provide a good understanding of stakeholder needs, transparency, and continual engagement and good relationships with all stakeholders.
- Design and Transition: ensure that products and services continually meet stakeholder expectations for quality, costs, and time to market.
- Obtain or Build: ensure that service components are available when and where they are needed, and meet agreed-upon specifications.
- Deliver and Support: ensure that services are delivered and supported according to agreed-upon specifications and stakeholders’ expectations.
- Improve: ensure continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.
What are the 34 practices for in the Service Value System?
The practices are sets of organisational resources designed for performing work or accomplishing an objective.
What does Governance mean in the Service Value System?
Governance is the means by which an organisation is directed and controlled. Organisational governance evaluates, directs, and monitors all the organisation’s activities, including those of service management.
What are the roles of Governing Bodies in the SVS?
Give direction, which the service value chain and the organisation’s practices must work in line with.
Maintain oversight of the SVS, either directly or through delegation of authority.
Maintain alignment through a clear set of shared principles and objectives.
Ensure governance and management are continually improved to meet expectations of the stakeholders.
What is continual improvement in the SVS?
It is a recurring activity to ensure that performance meets stakeholders’ expectations.
What is a guiding principle in the SVS?
A guiding principle is a recommendation that guides an organisation in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure.
What are the 7 Guiding Principles?
- Focus on value
- Start where you are
- Progress iteratively with feedback
- Collaborate and promote visibility
- Think and work holistically
- Keep it simple and practical
- Optimise and automate
Explain what the Four Dimensions of Service Management are for?
They are critical to the effective and efficient facilitation of value for customers and other stakeholders in the form of products and services
List the 4 Dimensions of Service Management
Organisations and people
Partners and suppliers
Information and technology
Value streams and processes
What are the 6 external factors influencing the SVS?
Political
Economic
Social
Technological
Legal
Environmental
Describe the Organisations and People Dimension of the 4 Dimensions of Service Management
Formal organisational structures
Roles and responsibilities
Required staffing and competencies
Culture
Create a culture of trust and transparency
Improve communication and collaboration skills
Promote an understanding of interfaces between roles
Continually update skills and competencies
Ensure appropriate management and leadership styles
Combine broad knowledge with deep specialisation
Describe the Information and Technology Dimension of the 4 Dimensions of Service Management
Information and knowledge necessary for the management of services
Technologies required to support services
Inputs and outputs of activities and practices
What 4 developments in technology has service management benefitted from?
Artificial Technology
Cloud Solutions
Automated Testing
Deployment Solutions
What 3 things do you need to consider with Information Management?
What information is managed by the service
What supporting information and knowledge are needed to deliver and manage the services
How will the information and knowledge assets be protected, managed, archived, and disposed of
Describe the Partners and Suppliers Dimension
Every organisation and service depends to some extent on services provided by other organisations.
Relationships with other organisations involved in the design, development, deployment, delivery, support, and/or continual improvement of services
Incorporates contracts and other agreements between them
What is Service Integration and Management (SIAM)?
It involves the use of a specially established integrator to ensure that service relationships are properly coordinated
What makes up the Service Integration and Management (SIAM) model?
The business
The internal provider and service integrator
Provider of goods, Provider of services, Strategic partnerships
What are the factors influencing organisational supplier strategy?
Strategic focus
Corporate culture
Resource scarcity
Cost concerns
Subject matter expertise
External constraints
Demand patterns
Describe the Value Streams and Processes Dimension
Value streams and processes define the activities, workflows, controls, and procedures needed to achieve agreed objectives.
How the parts of the organisation work in an integrated and coordinated way to enable value creation.
What activities the organisation undertakes and how they are organised.
What is a value stream?
A value stream is a series of steps an organisation undertakes to create and deliver products and services to consumers.
How can value streams be optimised?
Analyse the current state
Identify workflow barriers
Remove waste
What is a process?
A process is a set of interrelated or interacting activities that transform inputs into outputs.
Processes define the sequence of activities and their dependencies
What questions are critical to service design, delivery, and improvement?
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?
