Topic 3 - FOUR DIMENSIONS OF SERVICE MANAGEMENT (2 Questions) Flashcards
VOIP is menoic for what? These are the four dimensions
- Value streams and processes
- Organizations and people
- Information and technology
- Partners and suppliers
The Four Dimesnions of Service Management
What dimension does the following affect?
o Formal organizational structures
o Culture
o Required staffing and competencies
o Roles and responsibilities
Organizations and people
What are factors affecting People in dimension 1.
Information and technology
What does information & Technolgy influence on the four dimension model?
Information and knowledge
o Technologies
o Relationships between the components
Information and technology
For many services, ______ __________ is the primary means of enabling
customer value.
information management
Information and technology
Organizational ___________________ and the nature of the organization’s business will also have an
impact on which technologies it chooses to use
culture
Dimension 3: Partners & Suppliers
Partners & Suppliers
Dimesion 3
Dimension 4: Value Streams & Processes
Value streams and processes define what
the activities, workflows, controls and
procedures needed to achieve agreed objectives
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.
value stream
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 __________.
process; objective
What is PESTLE?
An external factor influencing the dimension.
The PESTLE model describes factors that _________ or _____________ how a service provider operates.
constrain or influence
What is Pestle an acrynom for?
- Political
- Economic
- Social
- Technological
- Legal
- Environmental
What is the 4 dimension model about?
4 Perspectives when creating a product of service.
_______________focuses on delivering value to products through support and not steps to create and deliver products.
Customer service
______________ like legal, political, and environmental factors affect each dimension but is not one of the four dimensions.
External factors; PESTLE
____________ are a service management dimension and focus on the steps to create and deliver products and services to consumers.
Value streams.
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
The “organizations and people” dimension emphasizes the roles, competencies, and cultural aspects of how people contribute to effective service management.
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
To ensure quality and consistency in service delivery
