Module 3

Question 1

*What are the 4 dimensions of service management? [3.a]

Answer 1

Organisations & people, information & technology, partners & suppliers, value streams & processes

Question 2

*What is the purpose of the 4 dimensions of service management? [3.a]

Answer 2

They are critical to the effective & efficient facilitation of value for customers & stakeholders in the form of products & services to support a holistic approach to service management

Question 3

What are the PESTLE external factors? [3.a]

Answer 3

Political, economical, social, technological, legal & environmental. Allow us to understand where the internal situation came from

Question 4

What encompasses organisations & people? [3.a.i]

Answer 4

Formal organisation structures, roles & responsibilities, culture & required staffing & competencies

Question 5

*What is culture? [3.a.i]

Answer 5

Values shared by a group of people, including expectations of how people should behave, ideas, beliefs & practices. Way in which an organisation performs its work

Question 6

*What must we pay attention to with regards organisations & people? [3.a.i]

Answer 6

Communication & collaboration, broad knowledge & deep specialisation, updating skills & competencies, common objective of facilitating value creation, management & leadership styles & breaking down silos

Question 7

*What is required for a supportive culture? [3.a.i]

Answer 7

Shared values & attitudes, trust & transparency, leaders that champion & advocate values & communication

Question 8

*How do we cope with organisational complexity? [3.a.i]

Answer 8

Ensure the structure & management, roles, responsibilities & system of authority & communication are well-defined & support overall strategy & operating model

Question 9

*What encompasses information and technology [3.a.ii]

Answer 9

Includes the information & knowledge necessary for management of services, as well as technologies requires. Incorporates relationships between different components of the service value system, such as inputs & outputs of activities & practices

Question 10

*What encompasses partners & suppliers? [3.a.iii]

Answer 10

An organisation’s relationship with other organisations (3rd party/external) that are involved in the design, development, deployment, delivery, support & continual improvement of services. Incorporates contracts & other agreements

Question 11

*What are 3 forms of cooperation for partners & suppliers? [3.a.iii]

Answer 11

Goods supply, service delivery & service partnership

Question 12

Describe the outputs, responsibilities & formality level for goods supply? [3.a.iii]

Answer 12

Output is goods supplied, supplier responsible for this. Customer responsible for outcome & formality level is formal supply contract/invoices. e.g. procurement of computers

Question 13

Describe the outputs, responsibilities & formality level for service delivery? [3.a.iii]

Answer 13

Output is services delivered, provider responsible for this. Customer responsible for outcome & formality level is formal agreements or flexible cases e.g. cloud computing (IAAS/PAAS)

Question 14

Describe the outputs, responsibilities & formality level for service partnership? [3.a.iii]

Answer 14

Output is value co-created, shared responsibility for this and outcome. Formality level is shared goals/general agreements & flexible case-based agreements e.g. employee onboarding

Question 15

*What factors influence supplier strategy? [3.a.iii]

Answer 15

Main: goals, culture & business environment
Core competencies, cultural bias, resource availability, costs, expertise, external constraints e.g. gov policy, industry code of conduct, social/political/legal constraints, demand patterns e.g. seasonal

Question 16

*What encompasses value streams & processes [3.a.iv]

Answer 16

The activities, workflows, controls & procedures needed to achieve agreed objectives

Question 17

*What is a value stream? [3.a.iv]

Answer 17

A series of steps that an organisation undertakes to create & deliver products & services to consumers

Question 18

What is a process [3.a.iv]

Answer 18

A set of interrelated/interacting activities & defined sequence of actions & dependencies that transforms 1 or more defined inputs into defined outputs

Question 19

What is the difference between value streams and process mapping? [3.a.iv]

Answer 19

Value streams put the value sought directly on the diagram as an outcome and map how that’s created, including wasted that can be eliminated. Process mapping just maps inputs, outputs & a sequence of steps

Question 20

What questions should be considered when attempting to create, deliver & improve a service? [3.a.iv]

Answer 20

What are the value streams involved in delivering the agreed outputs of the service?
What is the generic delivery model for the service & how does it work?
Who/what performs the required service actions?