Most modern businesses, no matter what type of company they are, are run through the use of technology. IT applications and infrastructure are used to provide valuable services to customers, as well as driving internal productivity. But where does service management come into this?

What is service management?

Service management has been defined as being a customer-focused approach to delivering information technology services, enabling businesses to concentrate on providing value for their customers as well as on their relationship with the customer.

Service management provides an ITSM framework for the structure of all IT-related activities, as well as the interactions of IT technical personnel with clients and customers.

Is service management a service?

Yes. A service is a ready-to-use deliverable that is of value to the customer. Service management allows customers to do business with a company without the need for them to worry about the underlying IT infrastructure or technology.

What is the service management lifecycle?

Services must evolve in order to continue to meet the needs of the evolving customer and keep on track with the ever-changing advances in technology.

The service management lifecycle is therefore the overall framework used to identify, define, manage and retire IT services.

What are the key processes of service management?

The key to service management is defining the services in the first place. Having a clear service definition enables both the service provider and the customer to know what to expect (and what not to expect) from the service. Clearly defined services let customers know exactly what the service entails, their eligibility, how to request the service and how to get help with the service as well. It also allows businesses to clearly identify the internal processes they need to have in place to provide the service and support it.

When thinking about defining the service, there are five questions you need to ask:

  1. What is the service and how does the customer get it?
  2. How does the customer get help and how do they use the service?
  3. How much does the service cost?
  4. How does ITS support the service?
  5. How does ITS provide the service?

Key roles and responsibilities in a service management team

There are three main roles in the service management team:

The service manager is the person who has overall accountability for defining the service and making sure the services are then delivered in line with the agreed business requirements. They are also responsible for managing the service lifecycle – often in partnership with a service team.

The function of the service team is to provide the service-related input, review and disposition of service change requests, and also resolve service-related issues. Service teams can be formal or informal in make-up and are usually composed of individuals that need to be consulted for any service changes and developments. This tends to typically include customer representatives, service providers, service support representatives and subject matter experts.

The final key role in the service management team is the service sponsor who is responsible for the signing off and accepting delivery of the service. They have the authority to accept costs, associated risks and service levels.

If you want to break into the world of service management or are looking to strengthen your service management team, please get in touch with Agile Recruit today. You can call Jason Horwood on 020 3800 1222 or email him at j.hoorwood@agilerecruit.con

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