The four dimensions of service management
- Organizations and people
- Information and technology
- Partners and suppliers
Fail to address any of the dimensions
Information and technology
Partners and suppliers
Organization and people
Value streams and processes
Reduced productivity
Organizational ineffectiveness
Startups failure
Loss of reputation
Reduced productivity
Less availability and reliability
Insecure exchange of data
Unclear and misleading communication
High risk of human errors
Misalignment between the outsourced services and needs of the organization
Wasteful work
Duplication of efforts
Conflicts
The four dimensions and service value system
Information and technology
Partners and suppliers
Organization and people
Value streams and processes
Roles and responsibilities
Organizational culture
Formal organizational structure
Required staffing and competences
Technologies required
Relationships between different components of the SVS
Information and knowledge
Contracts and agreements
Service integration and management
Relationship with other organizations
Define activities, workflows
Service integration and management
Enable value creation
workflow management systems
provide an infrastructure for the arrangement, performance and monitoring of a workflow (defined sequence of tasks)
phases of services
Different phases of service include design, development, deployment, delivery, support, and/or continual improvement.
The four dimensions are constrained or influenced by several external factors, which are often beyond the control of the SVS
Healthy Organizational Culture
Up-to-date Organizational Skills and Competencies
Well-Defined Organizational Structure
Common Organizational Objective
The people need to have a clear understanding on whom to report and who should initiate the appropriate action when something goes wrong.
Organizational culture is about the characteristics of a particular set of people, which forms the distinctive social and physiological environment of an organization.
People, being the crucial asset of an organizational, should be updated on skills and competencies to have better results
People should be clear about the business objective that they want to accomplish
Communication Model
Roles and Responsibilities
Reporting Lines
Systems of Authority
Solid Lines of Responsibility
Dotted Lines of Responsibility
Indicate the responsibility for employee activities, including administering discipline
indicate a more limited level of responsibility and authority over others
Staff Authority
Functional Authority
Line Authority
most basic authority in an organization that allows managers to direct the work of employees
An organization provides functional authority to an employee or a department to perform a particular job for a period of time.
Staff managers support line managers and other staff personnel by assisting and advising them on improving their effectiveness to perform the required tasks
Motivation
Transparency
Skilled and Competent People
Updated management and leadership styles to keep the people motivated
Communication and Collaboration model to ensure clear transparency among individuals and between the different business processes
People include customers, stakeholders, service providers, suppliers and others
Organizations can promote their objective of creating value by breaking down the walls of confusion(silos) between the different business processes
Information
Technology
Information Exchange
Challenges of Information Management
Information Management
what information will the services manage?
What supporting information and knowledge do you require to deliver and manage the services?
How will you protect, manage, archive, and dispose of the information and knowledge assets?
Questions whens they choose to use technology
Factors Affecting Technology
Organizational Culture
Nature of Business
Organizational Relationships with Partners and Suppliers
Addressing Partners and Suppliers
It ensures proper coordination of service relationships using a specially established integrator
An organization can choose to delegate service integration and management to a trusted partner
Service Integration and Management (SIAM)
Suppliers and Impact on Organizational Strategy
Strategic Focus
Corporate Culture
Resource Scarcity
Cost Concerns
Subject Matter Expertse
External Constraints
Demand Patterns
- Value streams and processes
Value Streams
Characteristics of value steams
Better Understanding
Increased Productivity
Improved Perfoemance
Continual Improvement
Processes
Meaning
Porcesses define the sequence of actions and their dependencies.
A process takes one or more defined inputs and turns them into defined outputs
A process is a set of interrelated or interacting activities that transform inputs into outputs.
Processes are usually detailed in procedures, which outline who is involved in the process, and work instructions, which explain how they are carried out.
Structure of Services
What are the value streams involved in delivering the agreed outputs of the service?
Who, or what performs the required service actions?
What is the generic delivery model for the service, and how does the service work?
External factors and the PESTLE model
Technological factors
Legal factors
Social factors
Environmental factors
Political factors
Economic factors
Tax policy
Labor law
Foreign trade policy
Environmental law
Political stability or instability in overseas markets
Trade restrictions
Government policy
Exchange rates
Inflation
Interest rates
Disposable income of consumers and businesses
Economic growth
Health consciousness
Career attitudes
Age distribution
Emerging trends
Population growth
New ways of distributing goods and services
New ways of communicating with target markets
New ways of producing goods and services
Consumer rights and laws
Product labelling and product safety
Advertising standards
Employment legislation
Equal opportunities
Consumer law
Health and safety
Trade regulation and restrictions
Climate
Recycling procedures
Doing business as an ethical and sustainable company
Carbon footprint
Pollution targets
Waste disposal
Scarcity of raw materials
Sustainability
A value stream is a series of steps that an organization uses to create and deliver products and services to a service consumers.A value stream is a combination of the organization's value chain activities.