ITIL - What is Service Management

Self Study Notes: SS2

Now as we understood what Service is let's talk about service management.

SERVICE MANAGEMENT

"Service Management is a set of specialised organisational capabilities for
providing value to customers in the form of services."

"Service Management is a customer-focused approach to delivering information technology.Service Management focuses on providing value to the customer and also on the customer relationship."

"Service Management is efforts of organization to understand and deliver customer demands, objectives, expectations and delivering this service by creation of value to the customer through proper strategy, design and implementation of organizational resources."

Role of Service management in enabling below features to the service providers are:

1. Better understanding between Customers and service providers about the services they offer, share and use, and knows each others expectations and perspectives.
2. Ensuring the outcomes facilitates the requirements of customer.
3. Understanding the value of service from customers point of views.
4. Management of cost and risks involved in providing services.

Service management is Specialized organizational capabilities which involves different roles, functions, activities and processes which are important elements of Service Management and it enables the outcomes which facilitates service with a value as per customers requirements. Service management also help organization to structure, align and manage acquired knowledge.