Service management is a set of specialized organizational capabilities that enable value for customers in the form of services. These capabilities include tangible things such as capital, people, and equipment. These capabilities can also include intangible things: knowledge, management, and skills. The goal of IT service management is to maximise the value delivered and obtained from technology-driven products and services.
Value Co-Creation
The purpose of an organization is to create value for stakeholders. Here,
value is defined as the perceived benefits, usefulness, and importance of something. Value is subject to the perception of the stakeholders, whether they be the customers or consumers or the organization itself. Think about a ride sharing service: for some people the value is convenience; for others it might be cost or flexibility. Value can be subjective, depending on the point of view.
In the past, organizations viewed themselves as ‘service providers’, delivering value to their customers in a mono-directional manner: the provider delivering value to the customer, while
At the heart of ITIL® is Service Management. Whether you provide sports gear or pedicures, the reason your organizations exists is to deliver quality services that enable your customers to achieve their goals—all while providing value for money for the organization.
Key Concepts of Service Management in ITIL® 4
by Jon Hall, & Joseph Mathenge