Management dimension

A service management dimension (in ITIL, known as four dimensions of service management; hereinafter, the Dimension) is any manageable area of service provider's functions that is critical to the productive facilitation of value co-creation in the form of work products and services. Management of the Dimensions is a part of service management.

ITIL classification

According to the ITIL Foundation 4e by Axelos,

Four dimensions of service management. 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.

Organizations & People

o Formal organizational structures
o Culture
o Required staffing and competencies
o Roles and responsibilities

Information & Technology

o Information and knowledge
o Technologies
o Relationships between the components
o For many services, information management is the primary means of enabling customer value.

o The challenges of information management, such as those presented by security and regulatory compliance requirements, as also a focus of this dimension.
o Organizational culture and the nature of the organization's business will also have an impact on which technologies it chooses to use.

Partners & Suppliers

o Service provider/service consumer relationships
o Organization's partner and supplier strategy
o Factors that influence supplier strategies
o Service integration and management
o Service partnerships
▪ Share common goals and risks
▪ Collaborate to achieve desired outcomes
o Goods and service supply
▪ Formal contracts
▪ Clear separation of responsibilities
o Every organization and every service depend on some extent on services provided by other organizations.
o Service integration and management
▪ Involves the use of a specially established integrator to ensure that service relationships are properly coordinated
▪ May be kept within the organization or can be delegated to a trusted partner
o An organization's strategy when it comes to using partners and suppliers should be based on its goal, culture and business environment.

Value Streams & Processes

o Value streams and processes define the activities, workflows, controls and procedures needed to achieve agreed objectives.
▪ Activities the organization undertakes
▪ How activities are organized
▪ How value creation is ensured for all stakeholders efficiently and effectively
o A value stream is a series of steps an organization undertakes to create and deliver products and services to service consumers. It combines the organization's value chain activities.
o Value stream optimization may include process automation or adoption of emerging technologies and ways of work to gain efficiencies or enhance user experience
o A process is a set of interrelated or interacting activities that transforms inputs into outputs. Processes are designed to accomplish a specific objective.
o A well-defined process can improve productivity within and across organizations.
o Value streams and processes for products and services:
▪ What is the generic delivery model for the service, and how does the service work?
▪ What are the value streams involved in delivering the agreed outputs of the service?
▪ Who, or what, performs the required service actions?

External factors

o The PESTLE model describes external factors that constrain or influence how a service provider operates.
▪ Political, Economic, Social, Technological, Legal, Environmental