Module 3

Question 1

External factors constraining/influenced by the 4 dimensions

Answer 1

PESTLE

• Political
• Economical
• Social
• Technological
• Legal
• Environmental

Question 2

4 elements of Organizations and People dimension

Answer 2

• Roles and responsibilities
• Formal organizational structure
• Culture
• Staffing and competencies

Question 3

Technologies that support service management

Answer 3

• Workflow management systems
• Knowledge bases
• Inventory systems
• Communications systems
• Analytic tools

Question 4

IT servcies include what 2 things?

Answer 4

• Information created, managed, and used in the course of service provision and consumption
• Technologies that support and enable that service

Question 5

SIAM

Answer 5

Service Integration and Management

• A method for addressing Partners and Suppliers dimension.
• Uses integrator to ensure proper coordination of service relationships.

Question 6

Value stream

Answer 6

• series of steps to create/deliver products/services to consumers
• includes enhancements such as process automation or adoption of emerging technologies
• implemented as a combination of value chain activities
• processes with a focus on Continual Improvement

Question 7

Process

Answer 7

• activities that transform inputs into outputs
• define sequence of actions and dependencies
• describes what is done to accomplish an objective

Question 8

Impacts of cloud computing

Answer 8

• Monitor/control focus shift from in-house to partner services
• stricter requirement for network availabiltiy and security
• new security and compliance risks and requirements
• chance to scale consumption