Topic 3 - FOUR DIMENSIONS OF SERVICE MANAGEMENT (2 Questions)

Question 1

VOIP is menoic for what? These are the four dimensions

Answer 1

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

The Four Dimesnions of Service Management

Question 2

What dimension does the following affect?
o Formal organizational structures
o Culture
o Required staffing and competencies
o Roles and responsibilities

Answer 2

Organizations and people

Question 3

What are factors affecting People in dimension 1.

Answer 3

Question 4

Information and technology

What does information & Technolgy influence on the four dimension model?

Answer 4

Information and knowledge
o Technologies
o Relationships between the components

Question 5

Information and technology

For many services, ______ __________ is the primary means of enabling
customer value.

Answer 5

information management

Question 6

Information and technology

Organizational ___________________ and the nature of the organization’s business will also have an
impact on which technologies it chooses to use

Answer 6

culture

Question 7

Dimension 3: Partners & Suppliers

Partners & Suppliers

Answer 7

Dimesion 3

Question 8

Dimension 4: Value Streams & Processes

Value streams and processes define what

Answer 8

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

Question 9

A __________ ____________ is a series of steps an organization undertakes to create and deliver
products and services to service consumers. It combines the organization’s value
chain activities.

Answer 9

value stream

Question 10

Dimension 4: Value Streams & Processes

A ____________ is a set of interrelated or interacting activities that transforms inputs into
outputs. Processes are designed to accomplish a specific __________.

Answer 10

process; objective

Question 11

What is PESTLE?

Answer 11

An external factor influencing the dimension.

Question 12

The PESTLE model describes factors that _________ or _____________ how a service provider operates.

Answer 12

constrain or influence

Question 13

What is Pestle an acrynom for?

Answer 13

• Political
• Economic
• Social
• Technological
• Legal
• Environmental

Question 14

What is the 4 dimension model about?

Answer 14

4 Perspectives when creating a product of service.

Question 15

_______________focuses on delivering value to products through support and not steps to create and deliver products.

Answer 15

Customer service

Question 16

______________ like legal, political, and environmental factors affect each dimension but is not one of the four dimensions.

Answer 16

External factors; PESTLE

Question 17

____________ are a service management dimension and focus on the steps to create and deliver products and services to consumers.

Answer 17

Value streams.

Question 18

What does the “organizations and people” dimension of service management emphasize?

-The development of new IT services

-The management of external relationships

-The roles and competencies of individuals in an organization

-The importance of technology in service delivery

Answer 18

The “organizations and people” dimension emphasizes the roles, competencies, and cultural aspects of how people contribute to effective service management.

Question 19

What is the main purpose of managing partners and suppliers in Information Technology Infrastructure Library (ITIL) service management?

To centralize IT service management

To ensure quality and consistency in service delivery

To increase the organization’s market share

To develop new IT technologies

Answer 19

To ensure quality and consistency in service delivery