A team maps the sequence of steps the organization performs to take a customer request from first contact to a working service, and looks for steps that add no value. Which dimension of service management is the focus of this work?
ITIL 4 Foundation, objective 3. The four dimensions of service management hard
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The options
Correct Value streams and processes
Correct. This dimension is concerned with how the various parts of the organization work together, in what sequence, to enable value creation — including identifying and removing non-value-adding activity.
Not correct Organizations and people
Roles and competences are needed to perform the steps, but the object of study here is the flow of work itself, which is what the value streams and processes dimension addresses.
Not correct Information and technology
The workflow may be supported by tooling, but this dimension covers the information and technologies used, not the sequence and efficiency of the activities.
Not correct Partners and suppliers
External parties may perform some steps, but the dimension being examined is the arrangement of the activities themselves rather than the relationships with other organizations.
Why
The value streams and processes dimension defines how the parts of an organization work in an integrated, coordinated way to create products and services. Mapping the sequence of steps and eliminating waste — activity that does not contribute to value — is precisely this dimension's concern.
Where this comes from
- Cited
- ITIL 4 syllabus clause 3.1
Practise this
Reading one question is not practice. The trainer will draw a short set from objective 3 and space the ones you get wrong.
More questions on this objective
- A service provider is drawing up a staffing model, defining who reports to whom, and running work on the culture it wants its teams to share. Which of the four dimensions of service management does this work belong to? machine-checked
- Which statement best reflects how the four dimensions of service management should be applied? machine-checked
- New national legislation on the handling of personal data forces a service provider to change how it retains customer records. In the four dimensions model, how is this legislation best classified? machine-checked
- An organization is deciding whether to build a capability in house or source it from another organization, and is agreeing the contracts and relationship types that would govern that arrangement. Which dimension of service management does this fall under? machine-checked
- A provider has bought a modern service management platform, but adoption has failed: staff were never trained, no supplier was engaged to support it, and the workflows it automates were never agreed. Which conclusion about the four dimensions does this best illustrate? machine-checked