What is it?

When customers buy services, they actually buy the added value services bring to their business.  Providing services is very different from selling products and it requires a specific organisation to be put in place.  But the best organisation would be nothing without a service culture which is crucial to the success of a service provider!

This specific organisation a service provider puts in place in order to efficiently deliver quality and valuable services to customers together with the appropriate culture is called Service Management.

Service Management is appropriate wherever there are customers and service providers, wherever there is a service to be managed.

Service Management brings a new perspective to IT management, expands its horizon, by considering technology as a ‘means to an end’ and by putting customer requirements as centre focus.  IT Service Management has the objective of satisfying business requirements by delivering IT services to the expected quality, within budget limits.

For a service to satisfy customers when it is operational, it must have been properly designed and it must fit into the global business strategy.  For a service to continue and bring value to the business within our constantly changing world, it needs to be continually reviewed and improved.  Service Management will therefore cover the complete lifecycle of a service, from the initial thought of it, through the design, to the operational stage.