The Four Dimensions

lear/Quest
 Learning Objectives
Four Dimensions of Service Management

Upon completion of this module, learners will be able to:

• Summarize Organizations and People

• Summarize Information and Technology
• Summarize Partners and Suppliers
• Summarize Value Streams and Processes

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 Organizations and People

Political Economical
Factors Factors

The four
Organizations & Information & dimensions
People Technology
of service
Products & Social management
Environmental = Services
Factors Factors apply to all
Value services being
managed, as
Partners & Value Streams
well as the SVS
Suppliers & Processes
in general

Environmental Technological
Factors Factors

© LtarnQutst 2020
Copyright C AXEIOS limited 2019. Reproduced under licence from AXEIOS. All rights reserved.
Organizations and People

❖ People are one of the primary assets

to any organization. They contribute
to an organization's success.

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Organizations and People

❖ People are one of the primary assets

to any organization. They contribute
to an organization’s success.

❖ Some principles of an effective,

organizational culture include trust,
transparency, shared values and
communication.

© L«jrnOu»it 2020
Organizations and People

❖ People are one of the primary assets

to any organization. They contribute
to an organization’s success.

❖ Some principles of an effective,

organizational culture include trust,
transparency, shared values and
communication.

❖ Organizations should identify the

appropriate roles, responsibilities,
competencies and skills of its staff.

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Organizations and People

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Organizations and People

Formal organizational
structures

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Organizations and People

H Formal organizational
■ structures

HI Leaders need to champion

H and advocate for company
H values

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Organizations and People

J Formal organizational
H structures

H Leaders need to champion

H and advocate for company
H values

■ Individuals and teams

■ need to understand other
H departments

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 Information and Technology

Political Economical
Factors Factors
To support a
holistic approach
Organizations & Information & to service
People Technology management,
Products Social the four
Environmental & Services
Factors Factors dimensions
Value represent
perspectives,
Partners & Value Streams
which are relevant
Suppliers & Processes
to the whole
Service Value
Technological
Environmental System
Factors Factors

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Information and Technology

❖ Organizations need to consider various factors when

provisioning services (information, knowledge,
technologies).
Information and Technology

❖ Organizations need to consider various tactors when

provisioning services (information, knowledge,
technologies).

❖ Factors affecting how services are delivered include

supporting information, what information is being
managed by services and how information is
protected.
Information and Technology

❖ Organizations need to consider various factors when

provisioning services (information, knowledge,
technologies).

❖ Factors affecting how services are delivered include

supporting information, what information is being
managed by services and how information is
protected.

❖ Technology underpins mostly all service-management

activities. The business will need to consider how
technology is aligned to the organization’s strategy.
Information and Technology

System Monitoring

User Support

Security and Compliance

Deployment Solutions

Cloud Solutions

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Information and Technology

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 Partners and Suppliers

Political Economical
Factors Factors Process
improvements
2 should be
Organizations & Information &
People
planned with
Technology
complete
Products Social consideration of
Environmental & Services
Factors Factors every party
Value
4 involved,
Partners & Value Streams including
Suppliers & Processes business partners,
vendors, the
Technological client/customer,
Environmental
Factors Factors developers, etc.

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Partners and Suppliers

❖ Many organizations rely on the services,

goods, products, and resources of other
partners and suppliers.

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Partners and Suppliers

❖ Many organizations rely on the services,

goods, products, and resources of other
partners and suppliers.

❖ Some partner/vendor organizations

may be suppliers of development, design,
deployment, repairs, improvements and
support of services.

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Partners and Suppliers

❖ Many organizations rely on the services,

goods, products, and resources of other
partners and suppliers.

❖ Some partner/vendor organizations

may be suppliers of development, design,
deployment, repairs, improvements and
support of services.

❖ Service partnerships may even share

common goals and risks (identified in
service level agreements and contracts).

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Partners and Suppliers

Service Integration

• May be kept within an organization or contracted out

and may entail the use of an experienced integrator
and/or subject-matter expert.
Partners and Suppliers

Service Integration

• May be kept within an organization or contracted out

and may entail the use of an experienced integrator
and/or subject-matter expert.

Supplier Management

• Based on the strategic focus, culture, and goals of a

business environment, there may be a need to manage
the performance of a supplier and the effective delivery
of services.
 Value Streams and Processes

Political Economical
Factors Factors

Value streams
Organizations & Information &
(activities/workflows)
People Technology work within the
Products Social Service Value Chain.
Environmental ; This dimension
Factors Factors
Value focuses on activities
Value and how they are
Partners & Streams &
Processes
organized.
Suppliers

Environmental Technological
Factors Factors

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Value Streams and Processes

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.

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

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Value Streams and Processes

Definition: Value Stream

❖ A series of steps/activities an organization undertakes to create

and deliver products and services to consumers.

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Value Streams and Processes

Definition: Value Stream

❖ A series of steps/activities an organization undertakes to create

and deliver products and services to consumers.

❖Activities include:
o Responding to scenarios (Example: onboarding)
o Coordinating steps in an integrated way to enable value creation
through products and services
o Workflows/patterns to achieve organizational goals
o Adapting/reacting to changing organizational demands and circumstances
o Combining steps

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Value Streams and Processes

Which triggers need to be responded

to with specific tasks?

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Value Streams and Processes

Which triggers need to be responded

to with specific tasks?

Which controls, procedures and workflows

are needed to achieve agreed objectives?

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Value Streams and Processes

Which triggers need to be responded

to with specific tasks?

Which controls, procedures and workflows

are needed to achieve agreed objectives?

• How will steps be mapped to increase

productivity that add value and remove
barriers?
© L*JrnQu»>t 2020
Value Streams and Processes

Definition: Process

❖ A set of interrelated or interacting activities that transform inputs

into outputs. A process takes one or more defined inputs and turns
them into defined outputs. Processes define the sequence of actions
and their dependencies.

© L«jrnQu»it 2020
Value Streams and Processes

Definition: Process

❖ A set of interrelated or interacting activities that transform inputs

into outputs. A process takes one or more defined inputs and turns
them into defined outputs. Processes define the sequence of actions
and their dependencies.

❖ Entails the following:

o Supported by detailed procedures and work instructions
o Can be optimized and eventually automated
o Interrelated and interacting steps designed to achieve a specific objective
o Can improve productivity

© L»jrnQu»lt 2020
Review

All Four Dimensions ore important to Service

Management and every dimension can be
attected by multiple external factors
Review

All Four Dimensions ore important to Service

Management and every dimension can be
attected by multiple external factors

All dimensions represent perspectives that are

relevant to the entire service value system
Review

• All Four Dimensions ore important to Service

Management and every dimension can be
affected by multiple external factors

• All dimensions represent perspectives that are

relevant to the entire service value system

• There are no sharp boundaries, and dimensions

can overlap
Review

• All Four Dimensions ore important to Service

Management and every dimension can be
affected by multiple external factors

• All dimensions represent perspectives that are

relevant to the entire service value system

• There are no sharp boundaries, and dimensions

can overlap

• Not addressing all four dimensions effectively

may impact how products and services are
delivered