3 - Four Dimensions of Service Mangment Flashcards
(15 cards)
A dimension that focuses on organizational structure, roles, responsibilities, and culture, ensuring that the workforce is skilled and motivated to meet service delivery goals.
Organizations and People
A dimension that considers the information and knowledge necessary for service management, as well as the technologies required to support services.
Information and Technology
A dimension that focuses on the relationships and contracts with external organizations that contribute to service delivery.
Partners and Suppliers
A dimension that examines how activities and workflows are organized to deliver value through services, including defining processes and value streams.
Value Streams and Processes
List the 4 Dimensions of Service Mgmt
Organisation + People
Information + Technology
Partners + Suppliers
Value Streams + Processes
Info Mgmt = primary means to deliver value
protect, manage, archive, dispose
align with strategy
Information + Technology
culture, structure, governance
vision, stakeholder, communication
skills, knowledge
roles + responsibilities
Organisation + People
Possible influencing factors for choosing:
cost concern
demand pattern
subject expertise
corporate culture
strategic focus
resources scarcity
SERIES OF STEPS to create/deliver products + services to consumer
Value Streams
Activities that transform INPUT to OUTPUT
Processes
cost concern
demand pattern
subject expertise
corporate culture
strategic focus
resources scarcity
Possible influencing factors for choosing:
Focused on activities
and
how these are co-ordinated
Value Streams + Processes
Key Focus:
Security + Compliance
Communication System + KB
Workflow Mgmt + Inventory System
NOT: Roles and Responsibility
Information + Technology
Considers:
Governance, Management, Communication
Organisation + People
The four
perspectives that are critical to the effective and efficient
facilitation of value for customers and other stakeholders in
the form of products and services.
Four Dimensions of Service Management:
