Understand the four dimensions of service management

Question 1

Describe the dimension of service management: Organizations and people

Answer 1

The organizations and people dimension of a service covers roles and responsibilities, formal organizational structures, culture, and required staffing and competencies, all of which are related to the creation, delivery, and improvement of a service.

Question 2

Describe the dimension of service management: Information and technology

Answer 2

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 3

Describe the dimension of service management: Partners and suppliers

Answer 3

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 4

Describe the dimension of service management: Value stream and processes

Answer 4

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. The dimension focuses on what activities the organization undertakes and how they are organized, as well as how the organization ensures that it is enabling value creation for all stakeholders efficiently and effectively.

Question 5

Name the 4 dimensions of service management

Answer 5

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