The four dimensions in action
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The four dimensions ensure that we think about the most effective and efficient ways of delivering products and services. Too much focus in one area may result in services becoming undeliverable, or not meeting expectations in terms of quality or value. As a small startup, Luna Photographers are very passionate about their people, and how they work to create value. The leaders of the organization have championed creativity by focusing on their people, encouraging them to speak their minds, and actively promoting a culture of development. This emphasis on a positive working culture has enabled them to be more collaborative and bring new offerings to the market. Information and technology are the cornerstone of Luna's success so far. Their client's information is extremely important to them. So they put a special emphasis on keeping it secure in an auditable way. To do so, they have invested in a new secure data warehouse to enable compliance with increasing legislative requirements for data storage. Luna's suppliers and partners are very important to their service. They rely on a printing company called Leafy Papers for the prints and frames, which are a key element of their service. Recently, Luna Photographers have started to engage with Leafy Papers earlier when they propose new frame designs. Early feedback means that Leafy Papers have the right style of frames for Luna's customers ready to go. In turn, this means that Luna have a broader range of frame options easily available. Luna's core business is to take beautiful photographs, and deliver them to their clients in high quality framed prints. Recently, they optimize this value stream by training their photographers on how to use new high quality editing software. This has streamlined their editing processes, allowing them to deliver new proofing and filter options to their customers more quickly. Luna Photographers collective and constant consideration of the four dimensions of service management has enabled them to grow and succeed in the highly competitive digital photo and printing marketplace, and ensure value for their customers.

About the Author

Martin is a professionally qualified and experienced IT Professional with over 25 years of experience in the IT industry. He has held a number of senior roles and has experience of large-scale IT Service Management implementation programs both in public and private sectors. He has over 15 years of experience working for QA as both a Senior principal lecturer/consultant and as Head of Service Management Product Development. Martin has delivered training to a wide variety of audiences, both UK and internationally, to consistently high levels of customer satisfaction.

His main role at QA is acting as a Head of Service Management Product Development to enable QA to deliver high quality, interactive training in the following areas:

  • Delivering a wide range of public ITIL, SIAM, and BRM courses
  • Delivering onsite ITIL and SIAM courses
  • Developing high-quality QA authored Service Management courses and courseware across all delivery mechanisms including classroom, e-learning, and virtual
  • Working with Industry partners to develop new curricula and courses – Recent examples include ITIL Practitioner and the BCS EXIN SIAM Foundation qualifications