Welcome to the four dimensions of service management. This is module three, and we will cover how the four elements affect the service value chain. The learning objectives in this module will cover summarizing, organizations and people, summarizing information and technology, summarizing partners and suppliers, and summarizing value streams and processes. These are the four dimensions of service management. As we look at the four dimensions of service management, we will cover organizations and people first. We know that the four dimensions affect how we manage activities and steps within the service value chain. But the four dimensions actually can be applied to the entire service value system as a whole. They all contribute equally. It's really about a balance of these four different perspectives. As we look at organizations and people, it's really important that we're able to identify the staff that works in the organization, who reports to who, their roles, the type of culture the organization has, the vision, the attitudes, the business objectives, who the stakeholders are, the competencies within the organization, and how we all collaborate and communicate together. It is extremely important that managers within the organization look at people as a primary asset and how they contribute to the organization's success. They must be effective to do their job so that the organization can meet its goals and objectives. We almost have shared values. It is really important that the organization rolls out what the responsibilities and skills and competencies are needed of its staff because the staff affects how technology is going to be managed. We should have a positive culture within the organization and shared values. They should all be transparent. Everybody should understand their roles and responsibilities. Who the leaders are, who the subject matter experts are. and definitely, we want to make sure that we can all contribute to the success of the team, departments and the division. Organizations should have some type of organizational chart where everybody can see how the organization is laid out and functional teams. Leaders need to be supporters and advocates for the company and the values of their departments. The individuals and the teams need to understand how they contribute to the shared vision of the organization as a whole. Again, this is a holistic approach to service management, and organizations and people contribute to the culture of the organization and they need to be supported as part of the workforce. Just like organizations and people, information and technology also contribute to the whole service value system as well. We need to get a handle on how information and technology relates to Managing IT services and the relationships between the components that support end to end services. Delivering IT services cannot be supported without the underpinning information and technology used to manage those services. It includes understanding what databases you have on site, what communication technology you use, what assets are being purchased and bought and leased. What software you hold, what hardware you are managing and those spares. Information in databases need to be protected and they need to be secure and technology, which underpins mostly all service management activities, need to be aligned to the overall strategy. So we also have to budget for information and technology as well. There's a variety of technology that is used to manage and deliver improvision IT services. It takes a lot of planning. It takes a lot of oversight. There is security and compliance involved. There's all types of delivery considerations that go into play in rolling out technical solutions. It all needs to be prepared in advance. You know that technology, our assets and assets cost money and we know that IT is not free. So it is really important to understand the relationships and the dependencies and plan properly for the technology that's going to support the IT services that we plan to deliver and manage.
