Service and Service Management

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Posted on: July 05, 2017

What is meant by Service?

The means of delivering value to customers by achieving desired results or outcomes are known as Services.

Difference between Service and Product

Services	Products
Services are not tangible	Products are tangible
They are produced and consumed at same time	They are not
They are inconsistent	They are consistent
The user participates in the service production	The user doesn’t participate in the product production

Service Management

Service Management includes all aspects of the management of the delivery of IT services within the organisation. Service Management contains all organisational capabilities that are needed for the generation of added value to the customers as a service.

Aim of Service Management

To make the services flexible towards the current and future requirements of the organisations or customers
To continuously develop and maintain responsive relationship with the business
To make efficient and effective use of all IT resources
To optimise the quality of services that are to be delivered for better user experience
To reduce long-term cost of delivery of services

Achieving Service Management

Following are some key activities needed to be performed for achieving business and customer satisfaction:

Understand the ICT infrastructure
Regular assessment of opinion of customer through their feedback and surveys help by the organisation
Individual who is taking customer and business perspective and trying to keep the interactions as simple as possible
Individuals who document, negotiate and agree on customer and business targets in Service Level Agreements