A Practical Guide to Service Management

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Understanding Service Management

Many of the concepts that are adopted in service management have their origins in other industries (for example, the building industry, emergency response, and others). Service management is not, in and of itself, a concept born in information technology (IT). All of us, in our daily lives, are surrounded by service management applications all the time. Understanding this perspective helps set the stage for what it means to be a service provider.

Through a play-on-words approach, you will understand what aspects make up the ingredients to construct and maintain a service management capability. We will explain why non-IT resources (for example, the director of marketing, administrative assistants, auditors, ...