Which two are considered part of the ‘organizations and people’ dimension of service management? 1. Systems of authority 2. Culture 3. Relationships…

The 'organizations and people' dimension of service management covers the structure and management of an organization, as well as its people, roles, and culture. It emphasizes that a formal system of authority (organizational structure, roles, responsibilities) and a supportive culture (shared values and attitudes) are essential. These elements ensure that the organization has the right level of capacity and capability to execute its strategy and plans effectively. Without considering both the formal structure and the underlying culture, service management initiatives are unlikely to succeed.

B: 'Relationships between organizations' is a primary concern of the 'partners and suppliers' dimension, which focuses on an organization's relationships with other entities.

C: 'Relationships between organizations' belongs to the 'partners and suppliers' dimension, and 'workflows' are a core component of the 'value streams and processes' dimension.

D: 'Workflows' are addressed by the 'value streams and processes' dimension, which focuses on how activities are organized to create and deliver value.

1. AXELOS. (2019). ITIL® Foundation

ITIL 4 edition. TSO (The Stationery Office).

Section 3.1.1

Organizations and people: "The effectiveness of an organization cannot be assured by a formally documented structure or system of authority alone. The organization also needs a culture that supports its objectives

and the right level of capacity and capability among its workforce." (p. 29)

Section 3.1.3

Partners and suppliers: This section details the dimension that encompasses an organization's relationships with other organizations. (p. 32)

Section 3.1.4

Value streams and processes: This section explains that this dimension focuses on "how the various parts of the organization work... to enable value creation

" which includes workflows. (p. 33)