The Four Dimensions of Service Management

Question 1

Which are the four dimensions of service management?

Answer 1

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

Question 2

In the dimension Organizations and People, about what it’s referred to as organizations?

Answer 2

Structure, culture, capacity, competence, leadership (values and motivation).

Question 3

In the dimension Organizations and People, about what it’s referred to as People?

Answer 3

Skills, competencies, management & leadership styles, communication, collaboration, coordination.

Question 4

What’s cover in the Organization and People dimension?

Answer 4

Roles and responsibilities, formal organization, structures, culture, and required staffing and competencies, all of which are related to the creation, delivery, and improvement of service.

Question 5

What the organization has to consider in the dimension of Information & technology?

Answer 5

• What information is managed by the services?
• 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?

Question 6

What are the criteria to consider in the dimension of Information & technology?

Answer 6

Availability, reliability, accessibility, accuracy & relevance.

Question 7

Who a supplier works?

Answer 7

• Clear separation of responsibilities

- Formal Contracts

Question 8

Who a partner works?

Answer 8

• Common goals and risks

- Collaboration

Question 9

What is the objective of the Partner & Supplier dimension?

Answer 9

This 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 10

What are the 7 factors that may influence an organization’s strategy when using suppliers?

Answer 10

1. Strategic Focus
2. Corporate Culture
3. Resource Scarcity
4. Cost Concerns
5. Subject Matter Expertise
6. External Constraints
7. Demand Patterns

Question 11

What’s concerned with the Value Streams and Processes Dimension?

Answer 11

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 12

Definition of Value Stream

Answer 12

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

Question 13

What is the Value Streams and Processes dimension about?

Answer 13

Defines the activities, workflows, controls, and procedures needed to achieve agreed objectives to both the SVS in general, and to specific products and services.

Question 14

Definition of Process

Answer 14

A set of interrelated or interacting activities that transform inputs into outputs. A process takes one or more defined inputs and turns them into defined outputs. Processes define the sequence of actions and their dependencies.

Question 15

External Factors - PESTLE (PESTEL) Model

Answer 15

Political: new tax regulations or political unrest.
Economical: exchange rates between countries.
Social: environmentally friendly packaging.
Technological: automation or invention of new technology.
Legal: European Union’s General Data Protection Regulation (GDPR)
Environmental: environmentally friendly packaging.