Purpose: Assigned teams will work collaboratively to answer questions applying service management concepts to scenarios in municipal government. The report focuses on applying the Four Dimensions of Service management and major components of the ITIL Service Value System. Introduction: - The report should follow the outline below and include discussion of the points identified. For clarity of presentation, please label your answers to match exactly the question labeling below. - Consult the Glossary and check your answers to see that you are applying terminology correctly. The Group Report Outline: I. Governance for Municipal Governments The ITIL Service Value System (SVS) describes how all of the components and activities of an organization work together as a system to create value. a. What is governance within the SVS? b. Identify a specific local/municipal government and explain how governance provided. II. Four Dimensions of Service Management Applied Consider the following hypothetical application that the Township of South Orange Village might want to make available as a service to its property owners, businesses and residents: Residents, businesses, and property owners within the municipality would be able to use a mobile application that at any point in time would allow users to view the status of all charges and payments for municipal property taxes, use fees, defined utilities and third-party services, and pet licenses. From this single application, users would be able to view charges and pay balances for any of the following: - Municipal property taxes (quarterly) - Annual sewer fees - Trash collection fees from South Orange Disposal Company (bi-monthly) - Water consumption charges from American Water (quarterly) - Gas and electric charges (monthly) from PSE\&G - Obtain an initial and renew an annual dog or cat license 1 a. Please define the four dimensions of service management and identify the name of each dimension. (Note: I want you to define the four dimensions model concept and be sure to reference each of the four individual dimensions. I do not want you to simply identify each of the four individual dimensions without explaining what they are collectively.) b. Using the four dimensions of service management model, what are some of the considerations under these dimensions that the municipality must be sure to address to ensure the efficient and effective facilitation of value for users of the hypothetical service described above? In formatting your answer, please label each dimension separately and number or bullet each consideration separately under each dimension heading. Be sure to briefly explain your considerations. I. Measures and Measurements a. What is the concept of a balanced scorecard? b. Assume you are the new ClO for the City of Newark, NJ. Please propose an IT balanced scorecard for IT services offered by the city. Suggest at least two metrics in each category. Value Streams a. What is a value chain activity? b. Consider again the hypothetical service described in Question #2 above. Let's consider the value flow the Village CIO and IT Service department within the Village might follow when developing this hypothetical service. Below are a set of steps that likely would be taken in developing the new service. For each of the activities, identify which value chain activity it would be associated with and the likely order in which the steps would be taken to ultimately deliver value. Continual Improvement a. What is the purpose on the continual improvement practice? b. Assume you are the CIO for a large municipal government and you are responsible for creating, delivering and supporting IT services for the municipality. The scope of the continual improvement practice includes establishing and nurturing a continuing improvement culture. What are some of the ways in which you would go about to establish and nurture such a culture? Purpose: Assigned teams will work collaboratively to answer questions applying service management concepts to scenarios in municipal government. The report focuses on applying the Four Dimensions of Service management and major components of the ITIL Service Value System. Introduction: - The report should follow the outline below and include discussion of the points identified. For clarity of presentation, please label your answers to match exactly the question labeling below. - Consult the Glossary and check your answers to see that you are applying terminology correctly. The Group Report Outline: I. Governance for Municipal Governments The ITIL Service Value System (SVS) describes how all of the components and activities of an organization work together as a system to create value. a. What is governance within the SVS? b. Identify a specific local/municipal government and explain how governance provided. II. Four Dimensions of Service Management Applied Consider the following hypothetical application that the Township of South Orange Village might want to make available as a service to its property owners, businesses and residents: Residents, businesses, and property owners within the municipality would be able to use a mobile application that at any point in time would allow users to view the status of all charges and payments for municipal property taxes, use fees, defined utilities and third-party services, and pet licenses. From this single application, users would be able to view charges and pay balances for any of the following: - Municipal property taxes (quarterly) - Annual sewer fees - Trash collection fees from South Orange Disposal Company (bi-monthly) - Water consumption charges from American Water (quarterly) - Gas and electric charges (monthly) from PSE\&G - Obtain an initial and renew an annual dog or cat license 1 a. Please define the four dimensions of service management and identify the name of each dimension. (Note: I want you to define the four dimensions model concept and be sure to reference each of the four individual dimensions. I do not want you to simply identify each of the four individual dimensions without explaining what they are collectively.) b. Using the four dimensions of service management model, what are some of the considerations under these dimensions that the municipality must be sure to address to ensure the efficient and effective facilitation of value for users of the hypothetical service described above? In formatting your answer, please label each dimension separately and number or bullet each consideration separately under each dimension heading. Be sure to briefly explain your considerations. I. Measures and Measurements a. What is the concept of a balanced scorecard? b. Assume you are the new ClO for the City of Newark, NJ. Please propose an IT balanced scorecard for IT services offered by the city. Suggest at least two metrics in each category. Value Streams a. What is a value chain activity? b. Consider again the hypothetical service described in Question #2 above. Let's consider the value flow the Village CIO and IT Service department within the Village might follow when developing this hypothetical service. Below are a set of steps that likely would be taken in developing the new service. For each of the activities, identify which value chain activity it would be associated with and the likely order in which the steps would be taken to ultimately deliver value. Continual Improvement a. What is the purpose on the continual improvement practice? b. Assume you are the CIO for a large municipal government and you are responsible for creating, delivering and supporting IT services for the municipality. The scope of the continual improvement practice includes establishing and nurturing a continuing improvement culture. What are some of the ways in which you would go about to establish and nurture such a culture