The organization and people dimension of service includes which two main components?

The organization and people dimension of service focuses largely on the roles, responsibilities, required staffing, and the competencies necessary to deliver and support services effectively. By prioritizing required staffing and competencies, an organization can ensure that it has the right mix of people with the necessary skills and knowledge to perform their tasks effectively. This is critical for delivering quality service management, as the effectiveness of any IT service management (ITSM) practice relies heavily on having well-trained personnel who understand their roles and can meet the demands of the service.

Understanding this dimension highlights that having the appropriate staffing is not enough; the competencies of those individuals must also correlate with the organization’s strategic goals and operational requirements. This alignment is crucial in fostering a workforce that is capable of executing ITIL practices successfully, thereby improving service delivery and enhancing the overall customer experience.

In contrast, other components listed, such as information and knowledge assets or supplied goods and services, relate more to different dimensions of service management rather than being core to the organizational structure and human resources aspects implicit in the organization and people dimension.