Section 3

Question 1

What is meant by “organizations & people?”

Answer 1

The way organizational structures are formed to support services and products for our consumers.

Question 2

Culture

Answer 2

Shared values and attitudes of the organization.

Question 3

What are the two main structures organizations can adopt?

Answer 3

Horizontal and vertical.

Question 4

What are the two types of technology the help to deliver a service?

Answer 4

Technology for supporting the IT Service (equips the user to receive the service) and technology for supporting IT Service Management (equips IT to support the user).

Question 5

What is the primary means of enabling customer value?

Answer 5

Information Management

Question 6

What are at least six things that need to be present for information to get to where it needs to be to add value?

Answer 6

(RATARA)

Reliability
Availability
Timeliness
Accessibility
Relevance
Accuracy

Question 7

Partner

Answer 7

An organization with a relationship that shares common goals and risks.

e.g. Dion Training and Axelos.

Question 8

Supplier

Answer 8

An organization with a relationship based on formal contracts and clear separation of roles.

e.g. Buying paper from Staples or Amazon

Question 9

Service Integration & Management

Answer 9

The use of specially established integrators to ensure that service relationships are properly coordinated.

Question 10

What are the four dimensions?

Answer 10

1. Organizations & People
2. Information & Technology
3. Partners & Suppliers
4. Value Streams & Processes

Question 11

Value Streams & Processes

Answer 11

Define the activities, workflows, controls, and procedures needed to achieve the agreed upon objectives.

Question 12

Value Stream

Answer 12

A series of steps an organization takes to create and deliver products and services to consumers.

Question 13

What two things can help minimize the amount of non-value adding activities and increase the amount of value adding activities?

Answer 13

Optimization & Automation

Question 14

Process

Answer 14

A set of interrelated or interacting activities that transforms inputs into outputs.

Question 15

What are the six external factors that should be considered when designing a service or product?

Answer 15

P - Political (Controls the legality of your service.)
E - Economic (Can you or your consumer afford the service?)
S - Social (will people ebrance the service?)
T - Technological (Is it possible? Does the tech exist?)
L - Legal (Is your service legal?)
E - Environmental (Eh)