SERVICE MANAGEMENT

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Improved Service Delivery and retention of customers

Based on international frameworks and standards
Service Management (SM) refers to the entirety of activities – directed by policies, organized and structured in processes and supporting procedures – that are performed by an organization to plan, design, deliver, operate and control services offered to customers, whereas
Business Service Management (BSM) is an approach used to manage business services. BSM promotes a customer-centric and business-focused approach to Service Management, aligning business objectives with IT or ICT from strategy through to operations.
Using 'best practice" ISO20000 global standard that describes the requirements for an information technology service management (ITSM) system. The standard was developed to mirror the best practices described within the IT Infrastructure Library (ITIL) framework

Benefits of Service Management

  • A better understanding of business requirements
  • Repeatable and scalable best practice-based processes
  • Defined roles and responsibilities, plus accountability
  • Increased IT productivity through optimal processes and enabling technology
  • Increased customer perceptions of the business and service delivery
  • Better expectation management for business stakeholders and employees
  • Increased control
  • The ability to measure and improve business ad IT performance
  • Increased business alignment to IT
  • Increased IT service availability
  • Increased visibility and understanding IT services

Key approach to implementing Service Management

  1. Introduce the organisation to the Service Management approach through presentations, management courses and operational courses. Education is key at ALL levels in the organisation.
  2. Gaining top management’s commitment to ensure they understand the close relationship between service strategy and business goals is reinforced .
  3. Incorporating milestones necessary for management into a project to to achieve the company mission and values.
  4. Setting objectives to achieve the companies mission and values, to enable us to objectively evaluate our current ability and to improve it continually.
  5. Organisational change to align with the Service lifecycle stages, Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement. This reorganisational change will clarify each division’s role and responsibilities, activities, and what/where to improve.