Service management

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Service Management is the management of service producing industries (in contrast to manufacturing and agricultural industries). The term is most widely used in the Information and Communication Technology (ICT) sector, and also has notable use within the housekeeping and car repair/maintenance industries. However, almost all firms provide a combination of goods and services and a service management focus can help drive revenues. (Collier 2006)

Also called IT Service Management.

Contents

[edit] History

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Business faculty have relatively recently been studying services as a part of Operations Management. In 1972, Harvard Business School published its first services management case, Benihana of Tokyo. [1]

[edit] Information and Communication Technology

The term Service Management is most widely used as the component of Operations Support Systems responsible for service delivery, such as order management, inventory management, provisioning and activation, network topology management and maintenance, and stability/performance diagnostics of communication service providers and their networks. A service management system automates manual operations of the network, delivery services, and support, making these areas more efficient and error-free.

[edit] Components

Components of ICT Service Management require automated systems and personnel with several areas of expertise:

  • Each new service provider requires service development which will only re-occur if the provider changes its services offered or expands beyond the limits of its planned scalability
  • Each change to the number of customers of each area of the service requires a reprovisioning of the service
  • Ongoing support, diagnostics, and crisis aversion/recovery must be available at all times
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[edit] References

  • Collier, David A., James R. Evans (2006). Operations Management: Goods Services and Value Chains, 2nd ed., South-western College Pub.. ISBN 0-324-17939-1.
  • Sasser Jr., W. Earl and John R. Klug (2004-07-20). "Benihana of Tokyo". revision, orig. pub. 1972. Harvard Business School Case. Retrieved on 2006-06-13.

[edit] List of Service Management providers

Major vendors of IT Service Management solutions (in alphabetical order) include:

[edit] External links
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