syllabus criteria LO3

Question 1

The four dimensions of service management

Answer 1

Partners and suppliers
Information and technology
Value streams and processes
Organizations and people

PIVO

Question 2

Organizations and people

Answer 2

The complexity of organizations is growing, and it is important to ensure that the way
an organization is structured and managed, as well as its roles , responsibilities, and
systems of authority and communication, is well defined and supports its overall
strategy and operating model.

Question 3

Information and technology

Answer 3

The second dimension of service management is information and technology. As with
the other three dimensions, information and technology applies both to service
management and to the services being managed.
When applied to the SVS, the information and technology dimension includes the
information and knowledge necessary for the management of services, as well as the
technologies required. It also incorporates the relationships between different
components of the SVS, such as the inputs and outputs of activities and practices.

Question 4

Partners and suppliers

Answer 4

The third dimension of service management is partners and suppliers. Every
organization and every service depends to some extent on services provided by other
organizations.
The partners and suppliers dimension encompasses an organization’s relationships with
other organizations that are involved in the design, development, deployment, delivery,
support and/or continual improvement of services. It also incorporates contracts and
other agreements between the organization and its partners or suppliers.

Question 5

Value streams and processes

Answer 5

The fourth dimension of service management is value streams and processes. Like the
other dimensions, the value streams and processes dimension is applicable to both the
SVS in general, and to specific products and services. In both contexts it defines the
activities, workflows, controls, and procedures needed to achieve agreed objectives.
Applied to the organization and its SVS, the value streams and processes 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.

Question 6

The four dimensions of service management: Factors

Answer 6

Political
Economic
Social
Technological
Legal
Environmental.

PESTLE