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vishnu kumar, India
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What is Service Management?
What is service management? What is the role of technology in service management?
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Mats Johnsson
Universitetslektor, Sweden
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What is Service Management? Service has a very important role in the supply chain or the logistic system. Service management is about how to manage the logistics element so it also results in service for internal or external customers.
It is important to include this aspect when you design or redesign a supply chain.
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Joe Brennan, United States
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Service Management I believe that service management extends beyond the initial delivery steps and continues until the end-of-life for the units sold.
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zenildo abreu, Brazil
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What is Service Management? I believe that service management is the guarantee to deliver the product.
Technology has the responsibility to reduce time, decrease the cost and increase the value to the customer.
As a consequence, the brand can grow.
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marco
Analyst, Brazil
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The Roles of Service and Service Management @Zenildo Abreu: In addition to PRODUCTS, where the Service Management must guarantee the quality along all life cycle, we can also think about service as a delivery of relationships too (intangible products) and the most important measure of quality for both maybe human perceptions.
So, to manage the delivery of SERVICES, first of all we have to make a negotiated contract with the stakeholders (plan) and configure the indicators and the metrics that fits all (do). As perceptions change (control), we have to review the plans (feedback) and adjust the metrics (act,continuous improvement), just like Deming taught us with his PDCA Cycle.
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Joe Brennan, United States
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Lifetime Service Management @marco, I do appreciate your PDCA lesson as well as the extension of the scope beyond delivery out to the lifetime of the product/service sold to a customer.
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Sheryl
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What is Service Management? Hi Vishnu, Service Management is a client centered way to deal with conveying information technology. This process basically concentrates on giving worth to the client and also on the client relationship.
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Nomi Hattingh
Australia
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Service (and Quality) Management Vishnu - another example: in government we have IT operational areas, where we work with vendors to manage our IT infrastructure and also services supplied such as a service desk or internal help desk. Thus both services and equipment is supported - this is then tracked by KPI's and service level agreements.
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Jaap de Jonge
Editor, Netherlands
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Service Management According to Porter Porter, in his well-known Value Chain model, describes Services as one of the 5 "primary activities" (line functions).
Service (management) includes the activities that maintain and enhance the product’s value, including: customer support, repair services, installation, training, spare parts management, upgrading, etc.
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Paul G. Huppertz
Management Consultant, Germany
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Service Management is IT System(s) Management @Nomi Hattingh: "For the most part, despite some differences we do agree: ITIL was indeed intended as a systems management framework (in most components) and 'service' was bolted in as a concept without general understanding of the differences."
... on April 28, 2014, verbally wrote Brian Johnson, originator & co-author of the ITIL from Version 1 through Version 3, in the course of an e-mail-based online discussion with about 40 ITIL adepts and/or itSMF members. Thus, Brian Johnson confirms that, from its beginnings, ITIL is based on the universally & continuously operant equation "service = IT system(s)". These software-based electronical systems
- are named "IT systems" because "the IT" and/or an "IT organisation" manages them
- are declared "services" although they are entirely different from these in every case & context.
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Paul G. Huppertz
Management Consultant, Germany
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Product Customers versus Service Customers @Mats Johnsson: One must consistently and consequently keep apart the two categories of customers:
- A product customer wants to search and find practical and binding product offerings so that he can order and receive product copies of selected product types. Having received ordered product copies, he himself or authorised individuals can employ them and/or use them by actuating their functions whenever they want to and/or need to.
- A service customer wants to search and find practical and binding service providing offerings (= servuction offerings) so that he can commission service providing for selected service types for authorised service consumers in his realm. The latter can explicitly trigger and simultaneously consume singular and unique services of the commissioned service types for efficiently executing their intended and/or upcoming activities, respectively.
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Paul G. Huppertz
Management Consultant, Germany
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Product Delivery is About Fulfilling a Purchase Order @Zenildo abreu: By sending an order confirmation, a producer commits & promises that it will fulfil the respective purchase order by handing over and converying the product copy to the ordering product customer. This is about product selling, but not about "service management".
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