Which dimension of service management considers an organizations activities and how they are Organised?

Home » Certification Exams Questions » ITIL v4: Which dimension of service management considers governance, management, and communication?

Organizations and people
Information and technology
Partners and suppliers
Value streams and processes

Answer:

Organizations and people

Explanation:

It is important to ensure 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.

September 24, 2021 Certification Exams Questions, ITIL V4 Foundation No Comment ITIL, ITIL Foundation, ITIL V 4

ITIL 4’s Four Dimensions is one of the cornerstones of the new service management best practice framework. Originally derived from the 4Ps [People, Process, Platforms and Partners], the Four Dimensions identifies the organizational resources which are leveraged to develop practices and support value streams as well as highlight the externals factors which can affect these resources.

ITIL 4 defines the Four Dimensions of Service Management as:

The four perspectives that are critical to the effective and efficient facilitation of value for customers and other stakeholders in the form of products and services.

Organization and People

This dimension ensures 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.

Information and Technology

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

Value Stream and Processes

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

Partners and Suppliers

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.

PESTLE

ITIL 4 adds one more aspect to the Four Dimensions model. It refers to using a best practice, such as the PESTLE [Political, Economic, Social, Technological, Legal, and Environmental] framework to consider external factors that may affect the four dimensions.

Services may be defined and delivered in different ways based on these external factors. Industry and Government regulations may require certain organizational oversight or have information systems to provide auditable records. Social factors may require multiple versions of a service that appeal to different types of consumers. Just think about how an external factor such as the COVID-19 Pandemic has affected how we have delivered IT Services.

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Which dimensions of service management considers an organization?

The organizations and people dimension sets out the people aspects of service management to be considered when designing, operating and changing service offerings. People include employees, managers, executives, customers, supplier employees, or anybody else who is involved in the creation or consumption of services.

Which dimension of service management is concerned about the relationship with other Organisations that are involved in managing services?

The partners and suppliers 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.

In which dimension is organization communication and systems of authority are well defined and supported in its overall strategy and operating model?

Organization and People This dimension ensures 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.

Which service management dimension is focused on activities?

Explanation: The 'value streams and processes' 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.