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.
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[edit] History
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Please help improve this article or section by expanding it. Further information might be found on the talk page or at requests for expansion. This article has been tagged since January 2007. |
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 Solution providers
Major vendors of IT Service Management solutions (in alphabetical order) include:
- iSYS - IT Service Management Software Solutions
- iCONS - IT Service Management Consulting
- Altiris Management Suite
- BMC PATROL
- CA Unicenter
- HP OpenView
- IBM Service Management
- Interlink Software
- LANDesk Management Suite
- ManageSoft
- Microsoft Systems Management Server
- Nagios
- Novell ZENworks
- Oracle Enterprise Manager
- Proxima Technology
- Raritan
- TeamQuest Performance Software
- TOPdesk
- Vector Networks PC-Duo
- Zenoss
[edit] List of Service Management providers
Major vendors of IT Service Management in alphabetical order) include:
[edit] See also
- customer service
- enterprise architecture
- managed services
- services
- service economy
- services marketing
- service design
- service provider
- Service Science, Management and Engineering
- service system
- system
- web service
[edit] External links
- IT Service Management Software Solutions
- IT ervice Management Consulting
- Service Management, Managing the Service Lifecycle
- The Sigma Service Management System
- HP Business Service Management
- Telecommunication Service Management Course Model for Business Colleges
- Christoper Lovelock
- Christian Grönroos
- Valerie A. Zeithaml
- Robert G. Murdick
- Barry Render
- Roberta Russell
- Dr. A. Parasuraman
- Professor David Collier at Fisher College of Business
- Service Management information and vendor comparison portal
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