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ITSM the corner stone for future IT Objectives.

Turn it from cost center into profit center  

To understand what service management is, we need to understand what services are, and how service management can help service providers to deliver and manage these services.  

A service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. 

A simple example of a customer outcome that could be facilitated by an IT service might be: “Sales people spending more time interacting with customers” facilitated by “a remote access service that enables reliable access to corporate sales systems from sales people’s laptops”. 

The outcomes that customers want to achieve are the reason why they purchase or use the service.  

The value of the service to the customer is directly dependent on how well it facilitates these outcomes.  

Service management is what enables a service provider to understand the services they are providing, to ensure that the services really do facilitate the outcomes their customers want to achieve, to understand the value of the services to their customers, and to understand and manage all of the costs and risks associated with those services.  

 Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services. 

These “specialized organizational capabilities” are described in this pocket guide. They include all of the processes, methods, functions, roles and activities that a Service Provider uses to enable them to deliver services to their customers.

Service management is concerned with more than just delivering services. Each service, process or infrastructure component has a lifecycle, and service management considers the entire lifecycle from strategy through design and transition to operation and continual improvement.

The inputs to service management are the resources and capabilities that represent the assets of the service provider. The outputs are the services that provide value to the customers.

Effective service management is itself a strategic asset of the service provider, providing them with the ability to carry out their core business of providing services that deliver value to customers by facilitating the outcomes customers want to achieve.

Adopting good practice can help a service provider to create an effective service management system. Good practice is simply doing things that have been shown to work and to be effective. Good practice can come from many different sources, including public frameworks (such as ITIL, COBIT and CMMI), standards (such as ISO/IEC 20000 and ISO 9000), and proprietary knowledge of people and organizations.


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