Four dimensions of service management

-ITIL defines four dimensions to support  a holistic approach to service management

-that collectively are critical to the effective and efficient facilitation of value for customer and other stakeholders

-IT 서비스 제공을 위한 기초 

 

1) four dimensions

Dimensions	Factor	Description
organization and people	-Organization structure -Governance -Culture -Communication -Capacity -Competence (실력, 전문성) -Interfaces (상호 작용)	-set out the people aspects of service management to be considered when designing, operating and changing service offerings. -people = employees, managers, executives, customers, supplier, anybody (서비스 생산+소비)
information and technology	-Information -Technology	-recently information are critical enablers of value delivery. -information : create, reference, change to deliver value. -technology : process, storage, network, digital interface componets
partners and suppliers	-Strategy -Scarcity (희소성) -Cost -Relationship -Flexibility -Performance	-every organization is a provider and consumer of services -contract(법적 요구사항 충족) and agreement(법적 구속력이 없는 합의)
value streams and processes	-value stream > process > activity	-Value stream is a series of steps that an organization uses to create and deliver products and services. (a combination of value chain activities) -Process is a series of interrelated or interacting activities that transform more defined inputs to efined output. (the sequence of actions and their dependences.)

**Cloud Computing

-IT의 한 부분

-a model for enabling on-demand network access to a share pool of configurable computing resources that can be rapidly provided with minimal management effort or provided interaction.

 

2) factors = 외부 환경분석 모델

-STEEPL = PESTEL = PESTLE

 

-정치적 요소(political)

-경제적 요소(economical)

-사회적 요소(social)

-기술적 요소(technological)

-법적 요소(legal)

-환경적 요소(environmental)