Service management software definition

A service provider might have their own Service Level agreements with third party providers of products and services. SLA template will open a Google Doc. Last modified: May 29, Skip to main content Skip to main navigation. UC Santa Cruz. Information Technology Services. New to UCSC? Need Help? Service Management is a customer-focused approach to delivering information technology. Service Management focuses on providing value to the customer and also on the customer relationship.

Service Management provides a framework to structure IT-related activities and the interactions of IT technical personnel with customers and clients. Service Management Resources Is it a Service? A service is a coherent, ready-to-use deliverable that is of value to the customer. Services allow customers to do business without worrying about underlying technology or IT infrastructure. Is it a Service? Service Catalog Service Lifecycle Services must evolve in order to continue to meet the needs of the customer and respond to technological changes and advances.

The Service Lifecycle is the overall framework used to identify, define, manage, and retire IT services. A service definition enables both the customer and the service provider to know what they can and cannot expect from a service. Clearly defined services inform customers about service offerings, including what each service does and does not include, eligibility, service limitations, cost, how to request the service, and how to get help.

A well-defined service also identifies internal processes necessary to provide and support the service. The Five Questions: Customer facing questions : 1.

The goal of Incident Management is the restoration of normal operations as quickly as possible with as little disruption for clients as possible. DeFi systems remove the middleman financial services View Full Term. By clicking sign up, you agree to receive emails from Techopedia and agree to our Terms of Use and Privacy Policy. A service management system SMS is an all-encompassing management system meant to bring together all aspects of organization management such as:.

It is also the main resource for the design and development as well as the transition into a service-oriented organization that meets its business needs proficiently.

Service management systems are large modular systems which incorporate all or most aspects of a service-oriented organization. To have a service-management mindset, an organization must understand the level of process maturity that is required to become a service-oriented organization.

The service management organization can be the entire organization or a special subset of that organization, the most common of which is the IT organization or department. That is why service management is often associated with IT service management, but the latter is only a subset of the former. Service management is applicable to any organization such as food, manufacturing and even health care but the core idea remains the same—to provide a central system for planning, development and delivery of services either to the organization itself or to third parties.

This co-creation is augmented by the work of other stakeholders which are part of the relevant service relationships. This new perspective of value co-creation results in a critical need to identify all the players who are involved. This could include suppliers, consumers, financiers, regulators—even influencers.

Note that these terms can be used by a single individual who can act as the customer, user, and sponsor of a service they have bought and consumed. Beyond the consumer and provider roles, many other stakeholders are often important to value creation. Identifying these roles in service relationships ensures effective communication and stakeholder management.

A service relationship is defined as the cooperation between a service provider and service consumer. Service relationships are established between two or more organizations to co-create value. An organization can play the role of provider or consumer interchangeably, depending on the situation. The service relationship model is used to showcase the ever-changing interaction between service providers and consumers.

An organization can procure services and use them to deliver services to another consumer, thus shifting from consumer to provider. For example, a call centre may purchase internet services from a supplier and then use those services to provide customer relationship management services for its customers. In ITIL , the service is the ultimate center of focus in every aspect of service management. A service is defined as a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks.

The services that an organization provides are based on one or more of its products. Resources can include people, capital, equipment, software, etc. Service providers usually present their services to consumers in the form of service offerings, which describe one or more services based on one or more products. A service offering is a description of one or more services that are designed to address the needs of a target consumer group.

The three main components of service offerings are:. Access to Resources Ownership is not transferred to the consumer. The consumer can only access the resources during the agreed consumption period and according to other agreed service terms Web hosting. IT user support Different offerings can be configured for different target consumer segments depending on:.

Service providers help their consumers to achieve outcomes and, in doing so, take on some of the associated risks and costs. However, the service relationship can result in negative outcomes or introduce new or previously unknown risks and costs.