Four dimensions of service management

Question 1

What are the four dimensions of service management?

Answer 1

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

Question 2

Objective of organization to create value for its stakeholder is achieved through _______________ which is achieved through _____________

Answer 2

provision and consumption of services
holistic approach

Question 3

key elements of organizations and people

Answer 3

8. 9.

Question 4

the ___________ dimensions is complex in nature

Answer 4

organizations and people

Question 5

the _________ dimensions is defined by structured and well managed organization with roles and responsibilities, systems and authority well defined

Answer 5

organizations and people

Question 6

in the __________ dimension, leaders of the organization champion and advocate values which motivate people to work in desired ways.

Answer 6

organizations and people

Question 7

in the ________________ dimension, organization carries out its work that creates shared values and attitudes, which over time are considered the organization’s culture.

Answer 7

organizations and people

Question 8

skills and competencies of individual members are part of the __________ dimension.

Answer 8

organizations and people

Question 9

management and leadership styles are defined in the __________ dimension

Answer 9

organizations and people

Question 10

communication and collaboration skills are defined in the ___________ dimension.

Answer 10

organizations and people

Question 11

in the _________ dimension, to ensure proper levels of collaboration and coordination, people should understand the interfaces between their specializations and roles

Answer 11

organizations and people

Question 12

in the __________ dimension, every person in the organization should know their contribution towards creating value for the organization, its customers and stakeholders

Answer 12

organizations and people

Question 13

the __________ dimension is defined by information and knowledge necessary for the management of services, as well as the technology required

Answer 13

information and technology
2.

Question 14

the __________ dimension also incorporates the relationships between different components of the service value system, such as the inputs and outputs of the activities and practices.

Answer 14

information and technology

Question 15

what are some technologies that support service management

Answer 15

1. workflow management systems
2. knowledge bases
3. inventory systems
4. communication systems
5. analytical tools

Question 16

a model of enabling on-demand network access to a shared pool of configurable computing resources that can be rapidly provided with minimal management effort or provider interaction is called ___________

Answer 16

cloud computing

Question 17

what are the 5 characteristics of cloud computing?

Answer 17

1. on demand availability (often self-service)
2. network access (often internet access)
3. resource pooling (often among multiple organizations)
4. rapid elasticity (often automatic)
5. measured service (often from service consumer’s perspective)

Question 18

____________ may be kept within the organization but can also be delegated to a trusted partner within partner and suppliers dimension.

Answer 18

service integration and management

Question 19

every organization and every service depend on services provided by other organizations correlates with which dimensions?

Answer 19

partners and suppliers

Question 20

the ________ 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

Answer 20

partners and suppliers

Question 21

the ________ dimension also incorporates contracts and other agreements b/w the organization and its partners and suppliers.

Answer 21

partners and suppliers

Question 22

one method an organization may use to address the partners and suppliers’ dimension is ______________

Answer 22

service integration and management

Question 23

the ___________ dimension involves the use of a specially established integrator to ensure that service relationships are properly coordinated

Answer 23

partners and suppliers

Question 24

factors that may influence an organization’s strategy when using ________ are:
1. strategic focus
2. corporate culture
3. resource scarcity
4. cost concerns
5. subject matter expertise
6. external constraints
7. demand patterns

Answer 24

suppliers

Question 25

some organizations may prefer to focus on their core competency and to outsource non-core supporting functions to third parties; others may prefer to stay as self-sufficient as possible, retaining full control over important functions. this describes __________

Answer 25

strategic focus

Question 26

some organizations have a historical preference for one approach over another. long standing culture bias is difficult to change without compelling reasons

Answer 26

corporate culture

Question 27

if a required resource or skillset is in short supply, it may be difficult for the service provider to acquire what is needed without engaging a supplier. What is this called?

Answer 27

resource scarcity

Question 28

a decision may be influenced by whether the service provider believes that it is more economical to source a particular requirement from a supplier. This is _________.

Answer 28

cost concerns

Question 29

the service provider may believe that it is less risky to use a supplier that already has expertise in a required area, rather than trying to develop and maintain the _________ in house

Answer 29

subject matter expertise

Question 30

government regulation or policy, industry codes of conduct, and social, political or legal constraints may impact an organization's supplier strategy. These are examples of _________.

Answer 30

external constraints

Question 31

customer activity or _______ for services may be seasonal or demonstrate high degrees of variability. These __________ may impact the extent to which organizations use external service providers to cope with variable demand.

Answer 31

demand patterns

Question 32

_________ is a a series of steps an organization uses to create and deliver products and services to a service consumer.

Answer 32

value stream and processes

Question 33

a _____________ is a combination of the organization's value chain activities

Answer 33

value stream

Question 34

the _______________ dimension defines the activities, workflows, controls, and procedures needed to achieve objectives

Answer 34

value stream and processes

Question 35

the __________ dimensions is concerned with how various parts of the organization work in an integrated and coordinated way to enable value creation through products and services

Answer 35

value stream and processes

Question 36

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 36

value stream and processes

Question 37

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

Answer 37

Political Economical Social Technological Legal Environmental