3 The 4 Dimensions of Service Management

Question 1

What are the 4 dimensions of service management?

Answer 1

-organizations and people
-information and technology
-partners and suppliers
-value streams and processes

Question 2

ITIL’s four dimensions that are collectively critical to the effective and efficient facilitation of value for customers and other stakeholders in the form of products and services, support a ________ approach to service management.

Answer 2

holistic

Question 3

Which of the 4 dimensions of service management is this?

This dimension ensures that the way an organization is structured and managed, as well as its roles, responsibilities, and systems of authority and communication, is well defined and supports its overall strategy and operating model.

Answer 3

organizations and people

Question 4

True or false:

Every person in the organization should have a clear understanding of their contribution towards creating value for the organization, its customers, and other stakeholders.

Answer 4

true

Question 5

The ________ and ______ 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.

Answer 5

organization and people

Question 5

True or false:

The effectiveness of an organization can be assured by a formally established structure or system of authority alone.

Answer 5

false

The effectiveness of an organization cannot be assured by a formally established structure or system of authority alone. The organization also needs a culture that supports its objectives, and the right level of capacity and competency among its workforce.

Question 6

In this dimension of service management, attention should be paid not only to the skills and competencies of teams or individual members, but also to management and leadership styles, and to communication and collaboration skills.

Answer 6

organizations and people

Question 7

What are the contributing factors that should be analyzed to understand the organization and people dimension?

Answer 7

-formal organization structures
-roles and responsibilities
-culture
-leadership and management
-governance
-stakeholder
-communication
-required staffing and competencies

Question 8

True or false:

The 4 dimensions of service management are relevant to the whole service value system (SVS) including the entirety of the service value chain and all ITIL practices.

Answer 8

true

Question 9

Which of the 4 dimensions of service management is this?

This dimension includes the information and knowledge used to deliver services, and the information and technologies used to manage all aspects of the service value system.

Answer 9

information and technology

Question 10

Which of the 4 dimensions of service management is this?

This dimension encompasses the relationships an organization has with other organizations that are involved in the design, development, deployment, delivery, support, and/or continual improvement of services.

Answer 10

partners and suppliers

Question 11

Which of the 4 dimensions of service management is this?

This dimension defines the activities, workflows, controls, and procedures needed to achieve the agreed objectives.

Answer 11

value streams and processes

Question 12

True or false:

All practices and activities of the service value system (SVS) must be explored in all of the four dimensions to be understood holistically.

Answer 12

true

Question 13

Failing to consider the ______ and ______ dimension can lead to wasteful work, duplication of efforts, or worse, work that conflicts with what is being done elsewhere in the organization.

Answer 13

streams and processes

Question 14

Ignoring the ______ and ______ dimension could mean that outsourced services are misaligned with the needs of the organization.

Answer 14

partners and suppliers

Question 15

True or false:

The four dimensions have sharp boundaries and do not overlap.

Answer 15

False - The four dimensions do not have sharp boundaries and may overlap.

Question 16

The four dimensions of service management apply to _____ services being managed, as well as to the SVS in general.

a. none of the
b. some
c. all

Answer 16

c. all

It is essential that all four dimensions be considered for every service and that each one should be addressed when managing and improving the SVS at all levels.

Question 17

What are the external factors that can affect the four dimensions of service management?

Answer 17

legal
environmental
political
economical
social
technological

Question 18

True or false:

All of the external factors (legal, environmental, political, economical, social, and technological) can affect any of the four dimensions of service management.

Answer 18

True

Question 19

values shared by a group of people, including expectations of how people should behave, ideas, beliefs, and practices

Answer 19

culture

Question 20

In the _______ and _______ dimension, we must pay attention to people (customers, provider staff, and other stakeholders) as they are central in this dimension.

Answer 20

organization and people

Question 21

As organizations and their relationships become more complex, there is an increasing need to ensure that they are ______, _______, and ______.

Answer 21

flexible, scalable, agile

Question 22

In the _____ and _____ dimension, the technologies that support service management include, but are not limited to, workflow management systems, knowledge bases, inventory systems, communication systems, and analytical tools.

Answer 22

information and technology

Question 23

Which dimension includes the information created, managed, and used in the course of service provision and consumption, and the technologies that support and enable that service?

Answer 23

information and technology

Question 24

Which dimension of service management does this describe? Every organization and every service depend to some extent on services provided by other organizations.

Answer 24

partners and suppliers

Question 25

One method and organization may use to address the ______ and _____ dimension is service integration and management, which involves the use of a specially established integrator to ensure that service relationships are properly coordinated. Service integration and management may be kept within the organization, but can also be delegated to a trusted partner.

Answer 25

partners and suppliers

Question 26

Within the partners and suppliers dimension, what are the factors that may influence an organization's strategy when using suppliers?

Answer 26

-strategic focus -corporate culture -resource scarcity -cost concerns -subject matter expertise -external constraints (social, legal, political) -demand patterns

Question 27

a series of steps that an organization undertakes to create and deliver products and services to consumers

Answer 27

value stream

Question 28

This 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

Answer 28

value streams and processes

Question 29

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.

Answer 29

value streams and processes

Question 30

Structuring the organization's activities in the form of ____ ______ allows it to have a clear picture of what it delivers and how, and to make continual improvements to its services.

Answer 30

value streams

Question 31

Value streams should be defined by organizations for ______ of their products and services. a. some b. none c. each

Answer 31

c. each

Question 32

In which dimension of service management are these questions answered?: -What is the generic delivery model for the service, and how does the service work? -What are the value streams involved in delivering the agreed outputs of the service? -Who, or what, performs the required service actions?

Answer 32

value streams and processes